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Episode 146: Global insights from Effective Measure CEO

Date: 27 Aug 2015
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Customer service is customer acquisition

Why not divert some of your marketing spend to customer analytics for customer retention?...

24 Aug 2015 15:57

Engaging customers through apps

"We're in the middle of an app revolution and the implications for business are huge, even if you don't think of yourself as an app business," says Quinton Pienaar, CEO of Agilitude...

18 Aug 2015 10:06

Steps to effective customer experience management

In markets where product and service differentiation continues to narrow down, a customer-centred approach takes centre stage...

By James Maposa 5 Aug 2015 13:30

Effective strategies when confronted by crisis - KFC and Marie Clarie

Reputation management is key to the sustainability of a company brand or a person brand. Warren Buffett was quoted saying that it takes twenty years to build a reputation and five minutes to ruin it...

By Tralone Khoza 4 Aug 2015 12:49

Consumers shouldn't have to buy X and Y to experience Z

Several years ago, entrepreneurs interested in exploring the opportunities offered by the mobile space seemed to be on a virtual mission to discover the next "killer app"...

By Janene Matsukis 3 Aug 2015 12:25

[CEM Africa Summit] Shiny happy customers

Key to customer experience management is understanding the customer as an individual, but first you have to know your customer service staff, not as the call centre, but as internal and external customers. And then learning how to make them happy and, ultimately, your other customers too...

By Jessica Taylor 29 Jul 2015 11:30

South African retailers are missing massive profit opportunities

Not only is retail advertising generally inefficient in South Africa but the majority of the big chains are missing out on profit opportunities by letting customers leave their stores unhappy...

Issued by Chris Moerdyk 28 Jul 2015 12:02

[CEM Africa Summit] Employee satisfaction = customer satisfaction

The second day of the Customer Experience Management (CEM) Africa workshop kicked off with moderator Jordan Gray talking about delighting customers and streamlining workflow...

By Leigh Andrews 28 Jul 2015 06:00

[CEM Africa Summit] CEM for the tech-enabled African future

You need to keep an eye on future trends from the rest of the world to better manage your business' current customer experience. Some of these trends were shared in the Customer Experience Management Africa plenary session...

By Leigh Andrews 27 Jul 2015 06:00

Contact centre is integral part of brand activism

The contact centre, which is at the sharp end of delivering customer experience, needs to be an integral part of the organisation's brand activism...

By Lisa Roos 21 Jul 2015 13:55

Using customer feedback as a growth strategy

Whether positive or negative, customer feedback remains an invaluable tool for enterprises wanting to better themselves and in a digital age, it is easier to access to what consumers think of a business' products and services.

16 Jul 2015 14:46

Twelve quick ways to build customer loyalty

Customer retention is clearly one of the most important priorities on the minds of most executives today. The payoff from keeping customers loyal is just too large to be ignored...

By Aki Kalliatakis 15 Jul 2015 15:00

Loyalty by another name

Much has been said about customer loyalty, but with businesses investing vast operational capacities and extensive resources to build and bring these programmes to market, we have to ask ourselves if customers are more satisfied as a result...

By Krystal Schär 10 Jul 2015 06:00

MyBroadband appoints a client relations manager

Mariaan Scott has joined MyBroadband as a client relations manager, specifically focused on customer care and relationship management...

Issued by MyBroadband 6 Jul 2015 11:23

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