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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...
#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
#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
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
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?
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
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

Customer loyalty is key to a retailer's success
Customer loyalty is key to a retailer's success

What is important for a retailer is repeat business. Attracting your customer back into your store and rewarding them for spending money with you. Customer loyalty ultimately builds a brand...

Issued by Sureswipe 23 Oct 2017

How to influence the customer of the future
How to influence the customer of the future

No one can accurately predict the future, but present-day research and information can direct us on how to make informed decisions for days ahead...

By Jill Young Schutte 23 Oct 2017

Experiential retail - a new way to shop
Experiential retail - a new way to shop

With the rise of e-commerce and demise of physical brick-and-mortar retail, consumers are continually hungry for experiences that engage and excite them...

By Jordan Major 19 Oct 2017

SA's digital coupon uptake - SnapnSave reports R40m in sales for brand partners
SA's digital coupon uptake - SnapnSave reports R40m in sales for brand partners

South African cashback coupon app, SnapnSave, has reported over R40m in retail sales, 50 million impressions and 7 million engagements for its brand partners...

17 Oct 2017

What's at the heart of franchise sector growth?
What's at the heart of franchise sector growth?

Over the past four years, the franchising sector has displayed resilience, consistently growing its contribution to the country's GDP from 9.7% in 2014 to 13.3%...

16 Oct 2017

Being the man in the supermarket
Being the man in the supermarket

Is it enough when consumers merely know about your product or its benefits?

By Senzo Xulu 16 Oct 2017

Clicks Clubcard takes the lead in loyalty
Clicks Clubcard takes the lead in loyalty

Clicks Clubcard has moved into the top spot as South Africa's most used loyalty programme at 67%, just beating last year's loyalty leader, Pick n Pay Smart Shopper...

13 Oct 2017

Report reveals customer aftermarket is afterthought for manufacturers
Report reveals customer aftermarket is afterthought for manufacturers

A new report reveals discrepancies in how manufacturers and retailers view and approach post-purchase revenue, profit and relationship-building opportunities in the aftermarket service sector...

12 Oct 2017

#EntrepreneurMonth: At the forefront of customer feedback and online reputation management
#EntrepreneurMonth: At the forefront of customer feedback and online reputation management

How can establishments in the hospitality industry manage the masses of online reviews and reviewers out there? This is where Go Review, launched by Social Places, comes in...

By Cari Coetzee 10 Oct 2017

Trevor Hardy
Could frictionless commerce take away from the shopping experience?

The reduction of friction in transactions may appear to be adding value, but it could be taking away from the shopping experience, says The Future Laboratory's Trevor Hardy, who's seeing a move towards the reduction of human interaction, from self-service to fridges that buy your groceries for you...

9 Oct 2017

AI is already here - we just call them Transformers!
AI is already here - we just call them Transformers!

Mareli Smit writes customer experience is impossible if managed as a function rather than a culture...

By Mareli Smit 4 Oct 2017

Leveraging digital technology for a seamless, 360-degree customer journey
Leveraging digital technology for a seamless, 360-degree customer journey

The retail shopping experience is no longer a linear one, where a person simply enters a store, makes a purchase and leaves...

By Lindy Lee 29 Sep 2017

Students reap rewards with Van Schaik app
Students reap rewards with Van Schaik app

Aiming to connect more effectively with the tech-savvy millennial market, Van Schaik Bookstore has enhanced its rewards programme with a lock-screen replacement android Rewards App...

Issued by Catalyst Communications 20 Sep 2017

Gaps in customer intelligence, delivery limiting opportunities - new CMO report
Gaps in customer intelligence, delivery limiting opportunities - new CMO report

New research from Chief Marketing Officer (CMO) Council, SAP Hybris and SellingPower magazine indicates that sales and marketing need to own customer experience strategy...

19 Sep 2017

Almost 32 hours for banks to respond
Almost 32 hours for banks to respond

South African banks take on average 31 hours and 56 minutes to respond to customer complaints...

By Nico Gous 31 Aug 2017

Somsak Chidchawange © –
#Pamro2017: Customer expectations in a digital world

Wayne Hull, MD of Accenture Digital, spoke at Pamro 2017 on the topic of consumer expectations transcending traditional industry boundaries...

By Leigh Andrews 30 Aug 2017

Allan Swart ©
#Pamro2017: Data is becoming the oil of consumer marketing

Leana Less, vice president of global connections and media at Coca-Cola, explores the benefits of agile marketing if done correctly at this year's Pamro conference...

By Juanita Pienaar 29 Aug 2017

Honeybee Analytics: Transform data into action
Honeybee Analytics: Transform data into action

Big data and analytics are revolutionising sales by providing business leaders with immediately actionable and commercially relevant information.

Issued by Honeybee 25 Aug 2017

Delivering a true omnichannel experience: what you need to know
Delivering a true omnichannel experience: what you need to know

With so many buzz words thrown around, omnichannel amongst them, it seems that retailers have completely lost sight on what a shopping experience is about...

By Lynette Hundermark 23 Aug 2017

Why wait to build trust when you can generate it?
Why wait to build trust when you can generate it?

People buy from people they like and trust, all things being equal that is (but admittedly there comes a point where price saving compensates for lack of trust).

By Sid Peimer 22 Aug 2017

#CEMAfrica2017: Empowered customer experiences lie in multi-focused design
#CEMAfrica2017: Empowered customer experiences lie in multi-focused design

Sven Schoof, head of customer experience at Spree, discusses how to empower customers to interact with your brand...

By Lauren Hartzenberg 21 Aug 2017

Joe Fuster
#CEMAfrica2017: ‘Remember that I'm human' - your customer

There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity...

By Louise Marsland 21 Aug 2017

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