Insights & Articles
Expert perspectives on customer experience, employee engagement, and the research methodologies that drive real business results.
When Years of Data Meet AI in a Single Afternoon
How MRM Tech and MRM Support are redefining what a research and technology company can deliver for clients — in real time.
Albert van Wyk
March 2026
Reaching your 2021 bottom line through a superior CX
Investing in customer experience research drives business growth and retention. Companies that prioritise understanding customer needs consistently outperform those that rely solely on traditional marketing spend.
Laura Stucky
January 29, 2021
Customer centricity during change
Maintaining a customer-focused strategy during periods of significant organisational change is not optional—it is the foundation of resilience. Here is how to stay centred on customers when everything else is shifting.
Laura Stucky
September 8, 2020
Closing the loop on customer feedback
When customers take the time to give feedback, they expect a response. Closing the loop is not just good practice—it is the difference between a feedback programme that builds loyalty and one that erodes it.
Kirsty Terblanche
September 7, 2020
Get representative customer feedback using telephone interviewing (CATI)
CATI (computer-assisted telephone interviewing) gives you something email surveys cannot: control over who you survey and the ability to link scores directly to individual employees and branches.
Albert van Wyk
August 31, 2020
Is it people or processes destroying your brand?
Before you can fix a customer experience problem, you need to know whether it is a people problem or a process problem. Corrective plans cannot focus effectively on more than one root cause at a time.
Kirsty Terblanche
August 13, 2020
CXO / COO: One of your employees crushed your brand last month. Who was it?
In mature markets where products and pricing converge, customer experience is the last remaining differentiator. But most executives have no idea which of their frontline staff are actively destroying brand loyalty.
Albert van Wyk
August 3, 2020
Which of your customers are detractors or promoters and why?
Understanding who in your customer base is a promoter and who is a detractor—and why—is one of the most powerful drivers of business growth. The Net Promoter Score framework makes this actionable.
Laura Stucky
July 24, 2020
How to build a customer-centric culture
Business success is directly related to how well customers experience and perceive their interaction with your brand. Building a culture around that truth is the most durable competitive advantage available.
Albert van Wyk
July 20, 2020
How to optimise for employee-customer engagement
Emotions drive loyalty far more than rational satisfaction does. Measuring employee-customer interactions at the local level—where real variability occurs—is the key to unlocking sustained financial performance.
Gerrie van Wyk
May 20, 2020
3 suggestions for delivering a great employee experience during lockdown
Checking on your employees during a crisis is not a distraction from survival—it is part of it. Organisations that invest in employee wellbeing during disruption reap the benefits long after the crisis passes.
Laura Stucky
March 20, 2020
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