Customers' complaints need strategy

[Aki Kalliatakis] Customers have the power to change service levels, performance and product, yet still they feel they are often mistreated. Successful complaining however needs to be focused in order to achieve lasting results. 24 May 2012 09:21

Mobile engagement: a better way to reach and influence your customers

[Llew Claasen] If you've been hiding under a rock during 2011, then you might have missed predictions from industry pundits that "the year of mobile" had finally arrived. The truth is, we ain't seen nothin' yet. While there has been significant traction and momentum in mobile recently, the potential opportunities for mobile marketing and engagement are immense. 23 May 2012 09:00

Enhancing CEM through ICT solutions

The Customer Experience Management Africa Summit, hosted by Kinetic Events, to be held in Cape Town, South Africa, on 2-3 August 2012 will bring together Africa's industry leaders and provide a platform to build relationships, share ideas and most importantly, to do business. 14 May 2012 11:24

Airtel and Avaya partner for customer service excellence

Bharti Airtel Limited, a telecommunications services provider with operations across Africa, and Avaya, a global provider of business communications and collaboration systems and services, yesterday, 17 April 2012, announced the signing of a partnership to enhance Airtel's customer capabilities across its operations. 18 Apr 2012 11:02

Marketing lessons from the Arab Spring

[Eugene Yiga] 2011 was the year of the protester. But instead of discussing the bored trustafarians who 'occupied' the world lest they be denied something for the first time in their lives, I'd like to focus on the Arab Spring. How did it happen? And what can we as marketers learn? 13 Apr 2012 09:39

Airtel, GlaxoSmithKline partner in health awareness campaign

As part of its corporate social responsibility (CRM) programme to empower Nigerian children with quality education via its adopt-a-school initiative, telecommunication services provider, Airtel together with research-based pharmaceutical and healthcare company, GlaxoSmithKline (GSK) embarked on a health awareness campaign at a public school in Lagos, Nigeria. 12 Apr 2012 12:35

Facebook brand page changes require greater PR involvement

[Trevor van de Ven] Facebook's announcement recently - that all brand pages will change over to the new timeline format by month-end - has caused many agencies and marketing departments to ask, "So what?" But this is a milestone for brand pages on the social network and the new format requires a completely new approach. 6 Mar 2012 14:52

All roads lead to mobile marketing - social, shopping and CRM

[Staff Reporter] Mobile marketing, the be-all and end-all of targeted advertising encompasses many online avenues which include promotions, shopping, social media and CRM. Let's delve into some of these options and how they tie into mobile marketing. 23 Feb 2012 13:36

Making money on the internet in Africa

[Vanessa Clark] Despite a lack of appropriate electronic payment systems and expensive shipping costs continuing to plague the African e-commerce sector, making money on the internet is increasingly a reality for many African entrepreneurs. 20 Feb 2012 09:49

Can Facebook ever make (real) money?

[Thomas Oosthuizen] Growth is hardly the challenge Facebook faces. The challenge for the monetarisation of Facebook is not how many people it reaches - it is a huge medium by any standards - but how it extracts revenue from its core business: connecting people in an objective, friendly, social, non-threatening and non-commercial environment. 7 Feb 2012 10:40

[2012 trends] Getting found in 2012

[Lana Hindmarch] In 2012, businesses will take a more aggressive approach to transforming their marketing efforts and reducing their cost per lead, by focusing more on permission-based, inbound marketing programmes that allow customers to find them. 27 Jan 2012 13:01

[2012 trends] Brand purpose to take lead in brand strategy

[Travis Spence] A critical juncture in brand marketing has arrived. It is led by the internet and the technology changes this brings, along with consumers - who, as we all know, have changed forever. The brand now needs not only to represent its product but the people behind the product and why they do what they do for that product's success. 24 Jan 2012 12:26

[2012 trends] Whoosh! The year in which nothing happens

[Walter Pike] In 2012, things will stay the same. Everyone still believes that marketing has not changed and that social is a channel. Yes they are starting to understand how important channel is but they have not and will not grasp just how much. 20 Jan 2012 14:18

[2012 trends] Re-evaluating the way we work, communicate

[Lisa Dawson Biggs] 2012 will be a year in which we will be forced to re-evaluate the way we work and the way we convey our clients' messages to the market. Here are my tips and predictions for the months ahead. 19 Jan 2012 14:39