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Should organisations conduct customer satisfaction audits?

Before going into the reasons why a customer satisfaction audit (CSA) can be very useful to find out what customers think and feel, it’s worth stating the obvious up front: If it’s for information purposes only, then it amounts to a time consuming and possibly expensive luxury.  If it’s part of a strategy with clearly […]

Customer Service: Is It Instinctive?

Positive interaction

“A customer is someone with whom you have dealings.” – Congruence Training This definition of a customer, which we coined in November 1996 when we started our customer centric journey, is important. Because if you’re human, you’re a customer to many brands and people every day. Chances are you also have multiple customers whether or […]

Customer Experience (CX) Five New Kids on the Block

In this article Congruence MD Paul du Toit discusses five CX drivers that are edging to the top of the customer priority list and why they matter now. Positive customer experiences are driven by great products or services supported by efficient systems and service excellence. These are not the exclusive domain of powerful brands – […]

Should Customer Experience Be Predictable?

You and your partner are out to dinner at a fine restaurant. The leather-bound 16-page menu arrives with multiple options for hors d’oeuvres, mains and dessert. The wine list is overwhelming. The discussion is dominated for some time by the complexities of choice available until, with some hesitation, decisions are made. The conversation meanders until, […]

The Value of Acknowledgement

A mother asks her teenager to please lay the table. She receives no response. Twenty minutes later it still hasn’t been done. Now what? Was the request heard? Was the teenager busy or just preoccupied? Is he still intending to do it? Mom, herself once a teenager – she reminds herself, ends up setting the […]

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