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New research suggests organisations should embrace new messaging culture

Surge in consumers' use of messaging and social media is transforming their expectations of service, says new BT and Cisco research...

6 Dec 2017

How to ensure business survival in the face of evolving customers?

Research shows that companies who are customer centric are 60% more successful than non-customer centric companies. However, customers and the ways in which businesses interact with them are evolving...

Issued by Vetta 28 Nov 2017

Don't overlook these two small blips in your business

As a business owner, you want your processes and systems to run smoothly. If you experience the following blips in your business, finding the source will restore integrity and trust with your customers and your team...

By Boris Dzhingarov, Issued by Monetary Library 27 Nov 2017

US stores get creative to battle e-commerce

The photo op with Santa Claus has long been a holiday mainstay for American children. But this year, shopping malls in several states are scheduling glamour shots for man's best friend...

24 Nov 2017

Is a little loyalty too much to ask for?

The South African retail market is a battleground at the moment: fierce competition by brands; a vast choice available to consumers; and a weak economic climate...

By Romy Honneysett 23 Nov 2017

The real story behind the huge crowds gathered at iPhone launches

Apple's special edition iPhone X release - like the new iPhones before it - brings thousands of people lining up in front of Apple stores around the globe...

By Harald Wieser 16 Nov 2017

Ask Afrika Orange Index: Feeling customer service

Marketers need to understand the dynamics of emotions in marketing and how they relate to other factors such as attitudes, persuasion and brand loyalty...

By Danette Breitenbach 13 Nov 2017

#NewCampaign: It starts with...

Woolworths recently launched a digitally-led and multi-channel marketing campaign called the 'Starts With' challenge - a seven-week balanced living challenge facilitated through a Facebook event inviting participants to take part...

By Jessica Tennant 7 Nov 2017

#Trending: The rise of consumer resilience

How are people coping in this new connected world? A global study from Viacom looks at The Next Normal: Rise of Resilience among consumers, including from Nigeria and South Africa, and how brands should respond...

By Louise Marsland 7 Nov 2017

Edcon adds Engen as Thank U rewards partner

A new partnership between Engen and Edcon will see motorists earning Thank U loyalty points when filling up...

2 Nov 2017

Tailoring the customer experience boosts online sales

Annual online retail or "e-tail" sales now exceed $19 billion in Canada, AUS$21 billion in Australia, US$410 billion in the United States and US$1 trillion in China...

By Michael J. Armstrong and Narongsak (Tek) Thongpapa 31 Oct 2017

Could the humble phone call be the future of digital CX?

We live in a text-first society. If one of your customers has a problem, your website is generally the first place they'll go. A customer resorting to a voice call should be a warning that their patience is really running thin...

By Rob Lith 31 Oct 2017

Ask Afrika's Orange Index Awards: Taking away our emotions

Technology might be assisting us to deliver the highest levels of customer satisfaction ever, but this is at the cost of our humanity...

By Danette Breitenbach 27 Oct 2017

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International

European market could offer diversification for SA's SMEs

According to the 2017 Ventureburn Startup Survey, only 5% of South African startups focus their attention on the European market despite South Africa's Trade, Development and Co-operation Agreement (TDCA) with the EU.

13 hours ago

Steinhoff shares dive on suspected fraud

Steinhoff International's share price continued to plummet in heavy trade on Wednesday as fears mounted of long drawnout investigations by regulatory authorities in Europe, the US and locally in SA.

7 Dec 2017

Amazon claims record-breaking Australia launch

SYDNEY - Amazon's Australia launch was the company's biggest-ever opening day for orders, the US giant said on Wednesday, but some shoppers were underwhelmed by the range of goods and prices on offer.

7 Dec 2017

Markus Jooste quits as Steinhoff CEO

Steinhoff International CEO Marcus Jooste resigned on Tuesday night, ahead of the furniture retailer's results scheduled for release on Wednesday.

By Robert Laing 6 Dec 2017

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