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Customer experience, the key to remaining competitive in 2020

Just over three in five organisations in South Africa (77%) say that customer experience will be the ultimate differentiator in their sector in five years' time...

1 Jul 2015 07:38

C-Suite must lead customer engagement: the Economist Intelligence Unit Study reveals

Genesys today released a global study showing that C-suite-led CX initiatives can increase revenues and customer satisfaction while reducing costs...

26 Jun 2015 07:39

Digital transformation: the new battleground for attracting and retaining customers

You only get one chance to make a first impression... or, so the saying goes. In the modern business world, the saying couldn't be more apt...

By Shaun Dicker 24 Jun 2015 07:50

Is your business creating the best customer experiences in your industry?

Keeping regular track of customer experience indicators is a valuable and vital part of your business' daily operations. If you've answered no to this insightful question, it's time to get thinking and start planning your attack...

By Peter Grobbelaar 23 Jun 2015 09:30

Should you integrate your social media capabilities with the call centre?

Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries...

By Bruce von Maltitz 22 Jun 2015 11:22

Research finds that smartphone users want apps, not help desks

A comprehensive study of smartphone users has found that consumers prefer to avoid dealing with service provider help desks, and that there is growing evidence of a preference for...

19 Jun 2015 10:30

Unlocking customer equity with valuable content

Since when did advertising ever retain customers? The age of intrusion has conditioned marketers into believing that bombarding consumers with annoying, pushy and often irrelevant messages will create the promise of healthy sales...

By Scott Cundill 15 Jun 2015 13:53

FNB connects customers with own SIM cards

In a banking first for South Africa, FNB is to offer its customers its own SIM cards from 15 June 2015. This will allow its flexible mobile services to integrate into its banking systems seamlessly...

5 Jun 2015 09:06

Five ways to stop stressing out your customers

Company executives - especially customer service leaders - will tell you that the customer is the most important person on the planet and that the company is focused on making the customer happy with a laser-like intensity...

By Robert C. Johnson 5 Jun 2015 07:30

Omni-channel provides continuity of brand experience

Retailers in the US are merging brick-and-mortar and digital strategies into an omni-channel engagement, while most organisations are still contemplating how to develop a meaningful customer engagement strategy...

4 Jun 2015 14:17

Customer experience F-Words

When customer experience is introduced into a corporate strategy or dusted off, when it has been there all along, as a part of a strategy review, it can be a daunting task...

By Chantel Botha 3 Jun 2015 06:48

Maximising customer interaction through social media

Digital publishing has become a part of today's retail world and restaurant franchisors have learnt very quickly to promote their brands on social media platforms to encourage consumers to try them out and to keep coming back...

By Yolandi Ferreira 29 May 2015 11:04

21st Century customer loyalty and the Internet of Things

Brick-and-mortar stores have suffered in comparison to e-commerce sites from having limited space for products, high overheads and less personalisation...

By Mark Mackay 29 May 2015 10:36

[Biz Takeouts Podcast] 132: VMA Group, customer experience and #campaign4change

On the latest Biz Takeouts Marketing and Media Radio show, host Warren Harding interviewed Daniel Munslow, Kevin Lourens and Thera Van't Hof...

29 May 2015 09:54

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