Do You Say What You Mean?

The big problem with verbal communication is that we don’t do it very well at all. In other words, often we don’t say what we mean which leaves the listener to interpret what we meant from what they heard. So we’ve all had to become good interpreters. It’s all the more puzzling because in English […]

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 […]

Writing Properly: Did You Write What You Meant?

Here’s the main difference between the written and the spoken word: When you speak, your voice communicates various nuances through tone. Therefore, the spoken word is subject to interpretation much more than the written word. Hence the frequently heard “Well I thought you meant…!” Well, what did I say? Perhaps more important – how did […]