Samantha Hillion-Burns | Customer Service

About:  Samantha Hillion-Burns | Customer Service

The founder and MD of Brilliance, Samantha Hillion-Burns is dedicated to helping companies around the world become more successful at and by proactively looking after customers’ best interests. 

Passionate about her clients, Samantha provides effective customer experience tools, practical advice and inspirational training.  Having over 25 years’ executive experience in the field of keeping customers (including customer experience management; customer trust and loyalty; customer ethics; service design and complaints management).  Numerous clients have benefitted from her strong problem solving and design skills and her persistent drive for customer success.


Being an expert in customer fairness, Samantha Hillion-Burns has over 100 financial services firms using her online tools successfully helping them to implement, monitor and measure fair customer outcomes to meet both regulatory and CX requirements.  She is regarded as one of the leading authorities on Treating Customers Fairly in South Africa.


Samantha Hillion-Burns has an international MBA cum laude mastering customer loyalty, and a degree in psychology and communications which she applies to customer psychology and customer communications.


On a personal note, Sam loves dinner with friends (especially when it’s sushi or a good old South African braai); she loves word games; she loves the nature; she loves reading, being inspired and inspiring others – she loves life.


Keynote Speaking Events


Samantha Hillion-Burns is repeatedly rated as one of the top speakers at events.

Benefit from an inspirational and mind-opening talk on Service Energy from Samantha Hillion-Burns.


Hear a fascinating, new perspective on Customer Success.


Hear Samantha talk passionately about one of her favorite subjects:


Customer Ethics – driving corporate integrity to be a force for good for customers.


Samantha Hillion-Burns | Customer Service

Customer Retention


What is customer retention?  It is about creating value that energises two things regarding your customers: positive behavioural responses and strong emotional bonds.  Retaining customers is never about entrapping them.  It is more like “magnetising” them.


Samantha Hillion-Burns roots in customer psychology and communications provide firm ground upon which you can rely on our expertise in the art and science of retaining clients.  Add to this our substantial first-hand knowledge and experience of what it takes to keep customers in the financial services industry.


See the RECOMMENDATIONS tab or SYSTEM tab next to the INTRO tab above to find out what Brilliance can do for you.


To increase customer retention a number of factors need to pull in the same direction simultaneously.  Such as: The way you listen to and communicate with customers.  The competence, energy and ethics of your leaders and team.  The effectiveness of systems and processes.  The design and quality of products and services. The attention to details showing your value of and respect for customers.


You’re probably already doing very well in certain factors but might not be aware of where and how improvements need to be made that will have the most significant impact on your customer retention.  This is why you need independent expertise to provide professional objective reviews, advice and recommendations.  This is what we do for our clients.



Complaints Management


How would you like a complaints management system that already meets regulatory reporting requirements, that doesn’t require any capital outlay, that is perfectly suited to any number of employees or third parties to use working from home, that is customised to your needs and immediately available on a subscription basis?


The Brilliance Customer Feedback Tool:


Makes it easy for people to capture customer complaints and compliments

Is designed to be quick and accurate, yet flexible

Enables you to assign or escalate complaints if needs be

Provides management reports for you to monitor volumes, complaint types, turnaround times and much more

Contact us at Speakers Inc and subscribe to our YouTube channel 


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