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customer experience, Company Culture

What Can A Company Leave To Chance?

When I started brainstorming this post, I tried to make a list of all the things companies leave to chance. But even after some thought and reflection, the page was almost entirely blank!


The conclusion I eventually...


customer experience, customer happiness

Customer happiness squared equals growth to infinity

This past weekend was my 20-year school reunion and so a maths equation in the title seemed fitting! But there’s a deeper point to it: the more you make your existing customers happy, the more your business will grow....


Digital marketing, customer experience

Trends driving the widespread uptake of Marketing Technology in South Africa and abroad


Marketing, sales and customer service are in the middle of a revolution. The walls between marketing, sales, IT, support, service are crashing down, and the customer is driving the change. 


customer experience, MPULL services evolution

Is a customer experience strategy the same as a customer journey strategy?

Today, “customer experience” is a hot term that is being woven into everything, from boardroom presentations to LinkedIn bios. Our view, however, is that it is better to think of a more holistic customer journey than...


customer experience

What’s eating your marketing budget?

A theory I have at the moment is that companies don’t know that most of their marketing budgets are being eaten up in the post-purchase stage. You most probably disagree, and may even argue that the majority of...

customer experience .jpg

customer experience


I have just returned from the Inbound 2017, and while there were a variety of incredible speeches and exciting new technologies on show, the main theme, empathy, was the golden thread throughout the conference and one...


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