Tag: Consumer Psychology Lab
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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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Why are customers so emotional right now?
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab South African consumers are in a fragile state – emotionally, psychologically and financially. The state of our economy, soaring […]
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Managing the impact of loadshedding on customer experience in your small business
By Liezel Jonkheid, Director at the Consumer Psychology Lab There has not been a single day over the past few months that we have not had loadshedding, in various stages. […]
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Top challenges in achieving consistent customer experience across franchise operations
By Liezel Jonkheid, Director of the Consumer Psychology Lab A key factor in the success of franchising is its process model, which defines how the operation works. Each franchise operates […]
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Are we losing the plot when it comes to customer service?
By Liezel Jonkheid, Director of the Consumer Psychology Lab The state of customer service is even worse than pre-Covid. That seems to be my experience, along with most people that […]
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Does your brand have its own distinctive Customer Experience DNA?
By Liezel Jonkheid, Director at the Consumer Psychology Lab Ever wondered how certain brands manage to create a distinct and consistent experience about them, no matter where, when or how […]
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Customer Journey Mapping – Be your customer and get real customer insights
By Liezel Jonkheid, Director of the Consumer Psychology Lab “Customer journey mapping” is bandied about as the latest buzzword within the customer experience (CX) management space. Yet, for all the […]
Tribeca Public Relations (Tribeca) has appointed Anele Cebekhulu and Mamahlatse Marokane as account directors. In The Day of the Podcast – Pod Two
By Mark Botha, Head of Digital at Mediamark Last year, for Podcast Day, I wrote MSL Celebrates Double Gold at 2024 PRISM Awards
MSL, the Publicis Groupe Africa (PGA) PR & Influence agency, triumphed at the 2024 PRISM Paddington Station Inc. bags Grand Prix Agency of The Year
Paddington Station Inc. has once again been recognised by its peers for its powerful campaigns How CRM, Cloud, Data, AI and Trust are reshaping business
By Zuko Mdwaba, Salesforce area vice president/Africa executive and South Africa Organisations across industries and Climate Media Awards launches with R100 000 in prizes
This year will mark the launch of the Climate Media Awards for community media across RAPT Commerce has been launched
RAPT Commerce, the latest disruptive offering from RAPT Creative, has officially launched, bringing a revolutionary The ultimate AI assistant joins the Epica Awards jury
The Epica Awards, the only global creative competition judged by journalists, is introducing a new Electrolux Group unveils updated brand identity for premium brand AEG
Electrolux Group premium brand AEG unveils a bold new look and first ever sound identity to Savanna & Showmax launch Laugh Africa Comedy Boxset
