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[CEM Africa Summit] CGC: The new consumer economy

Today, effective marketing is all about making use of user- or consumer-generated content. Here's how to trust consumers to be your brand advocates...

By Leigh Andrews 30 Jul 2015 06:00

[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



[CEM Africa Summit] Social customer engagement as a social business enabler

If 'social engagement' sounds more like drinks after work than a key component of marketing in today's hyper-connected world, chances are you weren't at last week's CEM Africa Summit...

By Leigh Andrews 29 Jul 2015 06:00

[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

Watch out for buy-outs

Consumers should be wary of contract buy-outs, check the small print and be sceptical about the 'sweeteners' attached to any offer, says Aki Kalliatakis...

22 Jul 2015 13:59

Most customers don't utilise self-service devices: FNB

As the old saying goes: don't work harder, work smarter. The same can be said of the way in which you bank, argues Eunice Sibiya, head of FNB Consumer Education...

By Gaongalelwe Moatshe 17 Jul 2015 13:55

Weathering the storm of brand switching

The days of completely loyal consumers are over with many South Africans from various income brackets making the choice to switch brands. Our experience shows that once a consumer switches to another brand and has a good experience, he rarely goes back...

By Sane Mdlalose 17 Jul 2015 10:35

Nedbank rolls out SA's first big data service

Nedbank yesterday became the first bank in SA to offer a data analytics tool, Market Edge, that records customers' shopping behaviour...

16 Jul 2015 13:25

Excellerate Brand Management launched

Excellerate Property Services has launched a new company, Excellerate Brand Management, which is set to take shopping malls, and our entire retail experience as consumers, into the future...

16 Jul 2015 09:05

Customer feedback and expanding your business

In a digital age, it's easier than ever before to get access to what consumers think of the products and services that businesses provide. Whether positive or negative, customer feedback remains an invaluable tool for enterprises wanting to better themselves...

16 Jul 2015 07:30

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

Argility announces Relex partnership

Argility has announced a strategic partnership with Relex Solutions in order to provide powerful supply chain management solutions designed to drive down costs and eliminate wastage...

9 Jul 2015 11:30

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