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Grace Belger
Avoid lawyers and be human...

There is a lesson here for Cell C (and other companies, for that matter) in the Cell C banner debacle. When you are facing a reputational crisis, the worst reaction is to be defensive; run to the lawyers and advertise...

By Grace Belger 19 Nov 2014 15:21

Service: two wrong feet and ugly shoes
Service: two wrong feet and ugly shoes

What a swirl of service-siren crazy we've been treated to. Not the mad kind, the good kind - and finally! Because service is bollocks in South Africa and peeps be getting tired of having to lick their own...

By Dylan Balkind 19 Nov 2014 08:39

Winning with social customer care this festive season - Why Satisfy
Winning with social customer care this festive season

Summer is upon us and I for one am looking forward to chilling by the pool or heading out to the beach. Whilst my thoughts are firmly set on winding down, retailers and e-tailers, of course, are heading in the opposite direction...

By Paul Roberts, Issued by Why Satisfy 17 Nov 2014 13:30

Woolies and the frog that croaked
Woolies and the frog that croaked

NEWSWATCH: Woolworths is in the news because of a frog a customer claims to have found in his Woolies salad, reports Times Live, which also reports Siyaya TV is finally open for business...

17 Nov 2014 08:19

Six principles for treating customers fairly
Six principles for treating customers fairly

When customers tell one what they want, listen to them, clarify and confirm what they are saying, acknowledge and seize the opportunity...

By Kele Pule 14 Nov 2014 15:06

Feelings have no place in business? Customers would disagree
Feelings have no place in business? Customers would disagree

As a business owner, ask yourself, are you really doing enough to better your customers' experience of your brand? Are you making them feel good when doing business with you? If not - it is time to turn things around...

14 Nov 2014 12:44

'Consumer war' on the cards if service standards do not improve
'Consumer war' on the cards if service standards do not improve

South Africa's consumer population could feasibly erupt into an undeclared 'war' if service standards continue to drop. With consumers becoming increasingly antagonistic, a great backlash has begun...

13 Nov 2014 11:16

Claudelle Naidoo
Consumer trust is based on advertiser investment, not expenditure

The media and marketing industry in South Africa is at a crossroads at the moment - the big question being asked from brands/spenders is "How can I get the most reach for my buck?"...

By Claudelle Naidoo 11 Nov 2014 14:00

Disgruntled Cell C customer's 'advertising' a sign of the times?
Disgruntled Cell C customer's 'advertising' a sign of the times?

It's not unusual to see the names of big brands plastered outside shopping malls, enticing customers to make use of their services. But what happens when the tables are turned and it's a customer using the space to badmouth the brand?

By Leigh Andrews 10 Nov 2014 08:12

Technology has yet to change key business tool - customer service
Technology has yet to change key business tool - customer service

Companies worldwide are beginning to understand the changes in consumer behaviour. Customer service interactions are increasingly seen as opportunities...

By Natalie Maroun 7 Nov 2014 12:43

The responsive brand: how to handle social media
The responsive brand: how to handle social media

It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently...

By Danette Breitenbach 3 Nov 2014 10:22

Liberty rewards members can now be part of Legacy Lifestyle
Liberty rewards members can now be part of Legacy Lifestyle

Legacy Lifestyle, with over 200 lifestyle brand partners nationwide, has partnered with Liberty to actively work together to create a stronger proposition to their reciprocal member databases and partner networks respectively.

31 Oct 2014 14:27

Pieter Scholtz
Sales made simple

No matter what your product or service is, you have to sell to stay in business, so you might as well make up your mind now to become a winner at the sales game...

By Pieter Scholtz 29 Oct 2014 14:00

Research shows SA's service really does suck
Research shows SA's service really does suck

Based on an online survey with a sample of 8000 respondents from all over the country, consumer research company WhyFive's Retail Shopper Report aims to shed light on the actual retail experience of the shopper by asking, "What does my customer think?" The results revealed 10 key characteristics...

28 Oct 2014 15:25

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