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Mareli Smit

Mareli Smit
An Experience Architect and Prophet for Purpose, Mareli builds substance and significance into human-to-human, brand-to-customer, and brand-to-employee relationships. Skilled in marketing, corporate communications, coaching, facilitation and dry humour, Mareli is experienced in designing meaningful customer and employee journeys that inspire, unite and align both brands and people. With knowledge on both consumer neuroscience and the fundamentals of organization and relationships systems coaching, she helps brands arm themselves with unique tools to transform their internal culture.

The Ingredients for Memorable Customer Experiences

Think back to your last truly amazing positive customer experience. Do you still remember the person who made it exceptional? Can you picture their...

Customer Experience: don’t get trapped in the drama triangle

Photo Credit: Mareli Smit Think about the last drama or action movie you watched. The characters in films that frequent our screens usually...

unLEARNing’s since the Pandemic

123RF Connection. Being Real. Caring. These are deep-seated qualities that are important to me at home and work. It has been...

The employee of the future – think big…start small!

Image credit: Brandlove Customer Experience (Pty) Ltd. As an introduction at all of our workshops, we ask delegates to tell us their name and...

Surrender brand control to future proof your business

Copyright Brandlove Customer Experience (Pty) Ltd. Once upon a time there was a picture perfect authentic brand… As customer experience professionals, we are always on...

The customer of tomorrow – don’t keep your head in the sand!

My sons (6 and 8 years old at the time) watched a programme called Miles from TomorrowLand which I caught a glimpse of the...

Customer experience journeys without emotion built into it will make companies cry in the end.

Tambov, Russian Federation - March 24, 2015 Lego figure heads on black background. Studio shot. Copyright: rosinka79 / 123RF Stock Photo/] There are many...

Do you talk about great CX or do you do great CX?

We've all been there. That grudge payment we have to make. And on top of it, to make it, we need to...

AI is already here – we just call them Transformers!

Image:Copyright: josefkubes / 123RF Stock Photo In my line of work we do a lot of mystery calls and immersions and I am always amazed...

The Customer Experience ripple effect

In celebration of Global CX Day on 5 October 2016 it is perhaps time to look at Customer Experience with a different lens on...

Those ‘idiots’ are your brand ambassadors!

Marketing as we know it is changing We all know the 4 P’s of the marketing mix: product, place, promotion and price. But I want...

What is this CX thing everyone is on about?

I was recently introduced to a new way of looking at business and customers as a whole.  As a marketer at heart this paradigm...

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