Tag: Consumer Psychology Lab
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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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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. […]
Innovation is not an award category, it is not a brainstorm and it is not Navigating the future of advertising: Consumers, AI and what is next
South Africa’s digital advertising market is set to hit $816 million by 2026 (Statista), creating Airtel Africa appoints Publicis Groupe Africa as integrated marketing partner across 12 markets
Following an extensive pitch process, Airtel Africa has appointed Publicis Groupe Africa as its integrated Financial Times names local radio station an African growth leader
Johannesburg-based radio station, HOT 102.7FM, has been ranked among the continent’s top-performing businesses in the Qatar Airways breaks new ground with first-ever game competition, enabled by Starlink connectivity
Qatar Airways has set a new benchmark with the launch of a pioneering e-sports competition, Cadbury Lunch Bar’s 60-year celebration gift uncovered
South Africa’s most-loved chocolate bar, Cadbury LunchBar, marked its 60th anniversary with an out-of-this-world campaign The ACA launches a podcast for the curious and committed
The Association for Communication and Advertising (ACA) has launched ADventures, a new podcast series that Why business development is every agency’s secret weapon
In the dynamic world of advertising and marketing, where creativity and innovation often take centre Deepfakes – South Africa’s new digital threat
By Boland Lithebe, Security Lead for Accenture, Africa Imagine waking up to a video of TV advertising just got smarter
