Mareli Smit

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 amplified even more with the current COVID19-pandemic that forced the world as we know it to change. People talk...

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 how they feel in that specific moment in time. We get many different reactions. We regularly see nervous giggles,...

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 lookout for brand warriors – people who are really customer centric, passionate about service and someone that makes a...

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 other day – a bizarre story of a boy and his family with his amazing robot ostrich friend (yes, what...

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

Tambov, Russian Federation - March 24, 2015 Lego figure heads on black background. Studio shot. Copyright: rosinka79 / 123RF Stock Photo/] There are many customer experience journey maps in the world - beautiful ones, ugly ones, complicated ones, intriguing ones, short ones, long ones...

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 go and stand in a queue that are usually extra long. Today was no different. I stopped at...

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 at how little we as customers expect from service as a whole in this country. We expect that the...

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 … Almost daily we hear “I hate calling call centres, they are useless” or “Don’t even bother going to that...

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 to challenge this and ask where does the ‘why are we in business other than to make money’ fit into...

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 shift took me by surprise as there was always the view that businesses should know their customers. However, most focused...

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