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How to address the needs of the uncompromising customer

Intercontinental Hotels Group's 2017 Trends Report highlights the uncompromising nature of today's customer who expects brands to deliver experiences that satisfy contradictory needs...

9 hours ago

#BizTrends2017: The shift from the experience economy to the transformation economy

The world is in a silent revolution. Global consciousness is growing. Passion for mindless luxury is waning. Consumers are increasingly mindful of not only what their chosen product gives them, but how it makes them feel...

By Claudia Roth 11 Jan 2017

So we've created a world of consumers... now what?

The relentless marketing and advertising drives of the last century have landed us in the midst of a world of consumers driven by instant gratification - and to be fair, advertising is completely to blame...

By Chemory Gunko 5 Jan 2017

Digitalisation: do or die

Doing business in the digital age will become more about enhancing the customer experience than the product or price...

By Deon van Heerden 22 Dec 2016

Five customer referral mistakes to avoid

One of the most effective ways of getting new customers is through referrals. Getting constant referrals from your clients and customers can increase brand awareness, create trust and boost your profits significantly...

By Charles Mburugu 8 Dec 2016

Virtual reality, chatbots will dominate CX by 2020

The relationship brands have with their customers is set to undergo a technological revolution causing the number of human-to-human interactions to fall...

8 Dec 2016

Social media sentiment shows why customer expectations matter

Brands that fail to meet customers' high expectations may see their market share slide. Marketing is a multi-billion rand exercise in setting expectations...

By JP Kloppers 8 Dec 2016

Business 2020: It's not about you, it's about them

If 2016 taught us anything it is that it is essential to fully understand who your customers - or target audiences - are. The shock Brexit and USA election outcomes are both cases in point...

By Julia Ahlfeldt 7 Dec 2016

Business innovation evolves beyond pure product focus

A focus on distinct innovation and product development capabilities is paying off for some companies...

6 Dec 2016

Three back-office hacks for improved customer service

Communication, time and resolution work in relationship with one another and can all be improved. If they're made more efficient, the customer service machine will be faster and smoother, ensuring that what needs to get done does, and that customers experience great service, boosting loyalty and more business...

By Wynand Smit 8 Nov 2016

Despite digital convenience, customers want personal contact

Verint Systems has published a report on a large-scale study of more than 24,000 consumers in 12 countries, including South Africa, that indicates that despite the rise in digital customer service channels and options..

28 Oct 2016

How to improve your B2B customer experience

Customer experience is naturally at the forefront of any B2C company. The same focus is not, however, always seen in B2B companies, where marketers have little to no contact with influencing the buying decision...

By Jessica Woodruff 26 Oct 2016

These customers ain't loyal... Or are they?

Can people buy from you consistently, but not out of loyalty? It is possible that you may be selling services and/or products, business is booming but the majority of the transactions take place grudgingly...

By Bogosi Motshegwa 12 Oct 2016

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