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Experian SA MD Simon Russell © Monnas Photography.
Cementing the Mosaic of customer experience with Experian

A little over a month ago, Experian SA MD Simon Russell kicked off an exclusive media roundtable explaining their new Mosaic tool and the power for local marketers in finally creating a single view of their customers and targeting by interests rather than demographics...

By Leigh Andrews 20 Apr 2017

Gumtree turns over a new leaf
Gumtree turns over a new leaf

From today, 20 April, Gumtree South Africa sports its new logo, as part of an ongoing and comprehensive redesign...

20 Apr 2017

bacho12345 © –
Woolworths tops 2016 Customer Satisfaction Index with most satisfied customers

South African Customer Satisfaction Index puts Woolworths at top...

20 Apr 2017

I am curious, respectful, practical, enthusiastic and agile. Mother, wife and friend.
#BehindtheSelfie with... Zonica Strydom

This week we find out what's really going on behind the selfie with technophile Zonica Strydom, operations and business unit director at iKineo customer engagement agency...

By Leigh Andrews 19 Apr 2017

Marije Gould, Verint VP of marketing EMEA.
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

(c) 06photo -
Retailers shift away from Africa expansion

Africa is falling off the immediate radar of local retailers after the region posted its slowest growth rate in two decades in 2016, and with the outlook for 2017 looking as unpromising, most companies are changing their focus from expansion to improving customer experience...

By Colleen Goko 12 Apr 2017

Using loyalty programmes as a customer centricity aid
Using loyalty programmes as a customer centricity aid

Loyalty programmes have become a commodity to the extent that some form of a rewards programme has almost become a business-as-usual engagement between customers and their brands...

By Philip Stander, Issued by Communikay 12 Apr 2017

Today, gatekeepers make the worst brand builders
Today, gatekeepers make the worst brand builders

One of the many benefits of working for an advertising agency is that I get to experience working with numerous and diverse businesses. During my interactions one thing is very clear - to create consistency in the mind of the consumer, one needs a single, definable brand expression...

By Mike Jones 10 Apr 2017

Strategic marketing can help CEOs increase revenue
Strategic marketing can help CEOs increase revenue

If you were to Google “how to increase revenue”, one of the first search results outlines four simple methods: increase number of customers, increase transaction size, increase the frequency of transactions per customer, and, perhaps most obviously, increase price...

Issued by Effective Intelligence 7 Apr 2017

Customer experience is not user experience (and why this distinction matters)
Customer experience is not user experience (and why this distinction matters)

User experience (UX) is not customer experience (CX). CX spans everything from the perceptions customers build using a company's web store to customer service, product trials and more. How are the two interlinked and how can good UX improve overall CX?...

Issued by Interact RDT 4 Apr 2017

Amazon Web Services introduces Amazon Connect
Amazon Web Services introduces Amazon Connect

Amazon Web Services (AWS) has introduced Amazon Connect, a self-service, cloud-based contact centre service...

1 Apr 2017

Know thy customer with AMO from Effective Intelligence
Know thy customer with AMO from Effective Intelligence

With so many tools, platforms and communication channels, modern business executives would be forgiven for feeling a little intimidated when planning their next advertising or marketing campaign...

Issued by Effective Intelligence 31 Mar 2017

(c) kantver -
The hard-learned lessons of personalised marketing

With the proliferation of smartphones and the growing amount of personal data available, a 'segment of one' marketing and sales approach is now rapidly becoming reality...

By John Beaumont and Melanie Bockemuehl 31 Mar 2017

Artisticco LLC © –
2017: The year of taking your business from Gen X to Gen CX

On the day of love, Tuesday, 14 February, BrandLove fittingly held the much-loved Cape Town version of its CX trends update for 2017 at 360 Business Parks in Paarden Eiland...

By Leigh Andrews 27 Mar 2017

Dervish37 © –
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
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

Boris Dzhingarov
How new companies should treat customer service

When you're running a large company or one with a long history of performance, customer service often means preserving a reputation that already exists. With a new business, you'll need to build a reputation from scratch...

By Boris Dzhingarov, Issued by Monetary Library 20 Mar 2017

(c) Katarzyna Bialasiewicz -
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

#SeamlessAfrica: A masterclass in millennial engagement and retention
#SeamlessAfrica: A masterclass in millennial engagement and retention

Millennials are known to be tech-savvy, socially engaged, have zero tolerance for delays and are always on the go...

By Lauren Hartzenberg 17 Mar 2017

African Reputation Index defines corporate reputation
African Reputation Index defines corporate reputation

While 80% of people will not buy from a company with a damaged reputation, the good reputation of a company brings with it benefits such as allowing it to charge a premium for its products...

By Danette Breitenbach 16 Mar 2017

Could VR, AI improve customer engagement for telcos?
Could VR, AI improve customer engagement for telcos?

If implemented correctly, emerging technologies like virtual reality could provide the on-going customer engagement telecoms companies crave...

By Mark De Groot 15 Mar 2017

Adclick Africa launches its full-service digital agency
Adclick Africa launches its full-service digital agency

Adclick Africa Media & Marketing Group recently launched its full-service digital marketing agency, Guerilla Marketing, at the just-ended Business Day TV SME Summit at The Maslow in Sandton...

Issued by Adclick Africa Media Group 14 Mar 2017

Boris Dzhingarov
Five tips to keep your clients coming back like a boomerang

With so many people willing to endure long lines at their favorite coffee shop or boycott companies that sell products they need, it could be argued that people don't buy products - they buy relationships...

By Boris Dzhingarov, Issued by Monetary Library 8 Mar 2017

Improving netiquette, improving communication
Improving netiquette, improving communication

Research shows employees send around 50-60 emails every day, but with this proliferation, comes the rise of embarrassing errors and small mistakes which can have professional consequences...

7 Mar 2017

Respond Social bridges the gap between social media and formal complaints management
Respond Social bridges the gap between social media and formal complaints management

Very often customers are guaranteed a rapid response via social media compared to using call centres or email. It makes sense therefore for customer experience managers to be able to monitor and manage all feedback, including social media, via one platform...

Issued by Cirrus TechVue 6 Mar 2017

(c) Yulia Grogoryeva -
How to Instagram as an SME: utilising the platform for local success

Instagram's user base is growing at speed passing the 600m follower mark back in December 2016. Since it was first introduced five years ago, it has overtaken Twitter to become the social media's rising star for businesses. So how can you use this platform to your advantage as a small business?

By Matt Foster 28 Feb 2017

Techsys Digital awarded strategic Diageo project
Techsys Digital awarded strategic Diageo project

To enable effective e-CRM, Diageo South Africa has partnered with industry expert Techsys Digital across Captain Morgan, Smirnoff, J&B and Johnnie Walker...

Issued by Techsys Digital 17 Feb 2017

Ekaterina Ryakina © –
Customer centricity and collaboration for all

First came Marketing2020, then came Insights2020. In their latest industry shakeup, Kantar Vermeer has put the wheel in motion for the formation of a local South African CMO Council. Frank van den Driest, Kantar Vermeer's chief client officer, shares how this will strengthen the local marketing industry...

By Leigh Andrews 16 Feb 2017

How brands are using UX to improve customer experience
How brands are using UX to improve customer experience

Customer experience – and getting it right - is the defining factor that is helping brands stand out in the digital space. In this day of technological advancement amid a deluge of digital marketing tactics, working hard to ensure your customer's satisfaction is of prime importance in order to make an impact...

Issued by Interact RDT 15 Feb 2017

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