Tag: Consumer Psychology Lab
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Why small businesses can’t afford to lose sight of their customers
By Liezel Jonkheid, Director and Founder, Consumer Psychology Lab Most small business owners I meet share a similar story. They started with a brilliant idea, poured their energy and capital […]
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Customer experience: The most powerful tool in SMB growth strategy
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab In today’s experience economy, customers aren’t just buying products or services, they are buying the experience too. Having the […]
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Qualitative research beyond the basics: How to get to the insights that matter
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Most companies think they are listening to their customers because they conduct interviews, collect feedback and compile reports filled […]
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Why most CX research falls short – and how to fix it
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Would you ever tell a friend you had a “4/5” experience with a company? Of course not. That’s just […]
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Getting value from customer feedback that is not always what it seems
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab A friend recently shared his experience with me of providing feedback after buying his new vehicle. As a Voice […]
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Empathy: The game-changing skill in customer experience
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Empathy is a key differentiator in creating exceptional customer experiences in an increasingly tech-driven business world. Labelled a “soft […]
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The new frontier in customer experience: Meeting evolving expectations
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab In today’s fast-paced world, customer expectations are constantly evolving, influenced by technological advancements and exemplary service standards set by […]
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Striking the balance between AI and human empathy in the customer service journey
By Liezel Jonkheid, Director and Founder of The Consumer Psychology Lab In an era where AI dominates conversations about customer experience, there is a palpable fear among customer service agents […]
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Seven key areas to refocus customer experience in 2024
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. […]
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7 Skills all CX interviewers must master
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab “Emotion is often the primary factor influencing customer loyalty and the strongest driver of customer retention, enrichment and advocacy.” […]
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Breaking down silos: Unlocking collaboration for exceptional customer experience
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Delivering exceptional customer experiences has become a top priority for companies across industries, particularly in highly competitive environments, where […]
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Service recovery – What customers want when things go wrong
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Even when your customers love you, your products, the services you offer or your staff, at some point you […]
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In business today, trust is the new currency. Customers, investors and partners want to know From boardroom to classroom: Why senior leaders are going back to school
