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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 3 days ago

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

#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

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

Get ready for the AI startup retail CX revolution

Virtual chatbots are becoming commonplace in the B2B marketing sector as well as for general online consumer shopping. Here's what else to expect from the AI retail startup boom...

By Leigh Andrews 18 May 2017

Is cold calling dead?

I have been asked to give my feedback on whether or not cold calling is dead and my answer is quite simply, NO...

By Dave Nemeth 16 May 2017

Customers still like personal interaction in a digital world

A new study from Verint and Opinium Research reveals that customer experience (CX) is considerably more nuanced than many businesses realise and they should focus on both traditional and digital interactions...

17 Apr 2017

A little less conversation, a little more action

Why an integrated data platform is the key to aligning marketing, sales and service...

By Michael Bornheim 24 Mar 2017

How to hack Pinterest to market your business

Marketing is a dense arena with many companies adopting the same stale approach. But, there is a new strategy you can implement focusing on the sleeping giant of the social media realm...

23 Mar 2017

#SeamlessAfrica: Tackling the omnichannel retail reality

‘Omnichannel' is not merely a business buzzword, it's the new retail reality. Amanda Herson, e-commerce director for the Cape Union Mart Group, shared her thoughts...

By Lauren Hartzenberg 20 Mar 2017

Making customer feedback pay off

The entire customer journey, whether in sales or customer service, must be as seamless as possible and working with feedback from your customers is the best place to start...

By Wynand Smit 20 Mar 2017

Humans want human touch in customer journey, not bots

New UK research indicates that consumers value human interaction in the customer services process, with 87% reporting they tend to stay more loyal and increase their business with companies that offer a real person to talk to at the right stage of their customer journey...

20 Mar 2017

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International

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.

1 day ago

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 2 days ago

South African designers showcase their wares in Paris

Forty-two South African designers are currently exhibiting their artisanal goods at the renowned BHV/Marais in Paris, a department store of the group of Galeries Lafayette that attracts over 60,000 visitors daily. The exhibition, which runs until 31 July 2017, showcases South Africa's creative energy and its international design and cultural capitals: Johannesburg and Cape Town.

3 days ago

Retailers set to lose billions as card-not-present fraud rises

Retailers stand to lose $71 billion globally from fraudulent CNP (Card-Not-Present) transactions over the next five years, according to new data from Juniper Research. The data found that a number of factors, such as the USA's shift to EMV cards, delays in 3DS 2.0 (3D-Secure) and click-and-collect fraud were key drivers behind the rise.

21 Jun 2017

AGT Foods CEO scoops EY World Entrepreneur of the Year 2017 title

President and CEO of AGT Foods, Murad Al-Katib, was picked from 59 individuals representing 49 countries and named EY World Entrepreneur of the Year 2017. He was chosen not only for his success in building a business empire focused on providing vegetable protein to the developing world, but also for helping to feed refugees.

20 Jun 2017

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