Tag: Liezel Jonkheid

Customer Experience (CX) and consumer behaviour have entered a more demanding phase. While AI has gone mainstream, customers remain stubbornly human. They do not reward brands for deploying technology. They reward brands for solving problems quickly, fairly and with genuine empathy.

Most small business owners I meet share a similar story. They began with a brilliant idea and invested their energy and capital in building a brand. They fought hard to win their first customers. But somewhere along the way, between juggling sales, operations, HR, marketing and finances, their customers’ voices faded into the background.

Empathy is a key differentiator in creating exceptional customer experiences. In an increasingly tech-driven business world, it stands out. Labelled a ‘soft skill,’ it is a complex trait to develop. This development requires self-awareness, emotional intelligence, and ongoing effort.

In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. Globally, evidence of the unequivocal correlation between CX and a company’s financial performance is widely understood.

Liezel Jonkheid | Director and Founder | Consumer Psychology Lab | mail me | South African consumers are in a fragile state - emotionally, psychologically,...