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South African retailers slacking on customer experience strategy

South Africa's struggling retailers are significantly lagging behind other sectors when it comes to appointing customer experience officers...

22 Jun 2017

How retailers can use social CRM to create meaningful engagement

At the dawn of the first Customer Relationship Marketing (CRM) software programmes in the 1970s, retailers relied on customer information collected by sales representatives...

By Bradley Elliott 21 Jun 2017

The power of personalisation in customer service

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining who you are...

By Wynand Smit 20 Jun 2017

Loyal, long-term relationship building with Gen Z

Just when you're starting to get the hang of millennials, here comes Generation Z. Their oldest members may only just be starting to enter tertiary education, but they pack a purchasing punch...

By Lee Naik 20 Jun 2017

How beacon technology delivers a truly data-driven customer experience

You know what shoppers are doing online - but do you know what they are doing in-store? Consumers are increasingly using digital technology...

By Colleen Rose 14 Jun 2017

Cloud-based retail gets closer to the ground

Once the darling of the US retail industry, Sears has become a poster-child of what happens when poor strategy meets brutal levels of digital disruption...

By Mpumi Nhlapo 2 Jun 2017

#IMCConf 2017: Cracking big ideas in the cognitive era

The second session of the IMC2017 was all about going back to basics in defining the core principles of big ideas that work; how to disrupt or be disrupted as we enter the fourth industrial revolution; and the sad truth that as consumers, we are still being communicated at, not communicated with...

By Leigh Andrews 1 Jun 2017

#IMCConf 2017: The artificially intelligent business of big data

Matthew Barclay of Meltwater, Brett St Clair of Barclay Africa and Justin Spratt of Uber SSA kicked off IMC Conference 2017 at the White Space in Red & Yellow School Cape Town with a session focused on big data, how AI will fundamentally change the world of work and its specific business implications...

By Leigh Andrews 1 Jun 2017

The need for smarter CRM software

With the shift from product-focused to customer-focused business in most organisations in the modern world, CRM software is at the forefront of customer satisfaction...

By Candace van Zyl 1 Jun 2017

Online shopping and the rapid globalisation of shoppers and retailers

Rapidly evolving technologies, changing demographics, and consumer preferences have created a change in the consumer product industry...

By Mark McCallum 31 May 2017

There will always be someone who rains on your parade

We live in a very critical world and the worst of them can be the very people we try to serve. Here, Aki Kalliatakis from Leadership LaunchPad compares his friend George to customers who readily criticise and pick on the smallest details...

By Aki Kalliatakis 29 May 2017

Chatbots as part of an integrated customer service strategy

You can have all your communication channels lined up and ready to go, your agents trained to help via phone, email, SMS, web chat and via social media, but you could be missing a trick...

By Wynand Smit 29 May 2017

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Research reveals key drivers of sharing economy

A whitepaper, based on an investigation undertaken by Mastercard and The Future Agenda, reveals the key drivers of the ever growing sharing economy, outlining the challenges and future opportunities surrounding it.

12 hours ago

China Guangxi business matchmaking opens at SAITEX

The ‘Brands of China African Showcase' was launched at Gallagher Convention Centre, alongside the Southern African International Trade Exhibition (SAITEX) to enhance Sino-South Africa trade relations.

1 day ago

China, Hong Kong top hubs for fake goods: Europol

China and Hong Kong are overwhelmingly the largest shipment centres for fake goods sold around the world, in a growing, complex battle against sophisticated counterfeiters, Europe's police agency said Thursday.

23 Jun 2017

Woolies faces fight on many fronts

Shares in Woolworths, once regarded as a recession-proof retailer, are trading close to three-year lows as the company finds itself stuck between SA's stalling economy, the cash-guzzling turnaround of its David Jones acquisition in Australia and an impending competitive onslaught from Shoprite, which is moving up-market.

By Giulietta Talevi 22 Jun 2017

PMI to invest $320m into German Heets production facility

Philip Morris International (PMI) will invest approximately $320 million in a new high-tech facility in Dresden, Germany, to produce Heets, the tobacco units to be used with the electronic tobacco heating device IQOS. Construction of the 80,000 m2 facility is scheduled to begin in late 2017. Operational in early 2019, the factory is expected to employ about 500 people.

22 Jun 2017

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