Read up on key insights from the first sessions of Business of Design - Mduduzi Simelane talks about how to enhance the continent's filmmakers, while trend analyst, Nicola Cooper shares a snapshot of today's African consumer. It's probably not who your brand is targeting...
Leigh Andrews 11 Oct 2017
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...
Cari Coetzee 10 Oct 2017
As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability...
Julia Ahlfeldt 11 Sep 2017
Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers...
Khangelani Dziba 8 Sep 2017
Customer experience and service delivery symposium on the cards for Zimbabwe...
23 Aug 2017
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...
Louise Marsland 21 Aug 2017
How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?
Louise Marsland 18 Aug 2017
CEM Africa attendees were presented with a choice of workshops to attend throughout the two-day summit. Here's why I'm glad I went with the session by James McDonald, solution consultant at Adobe, on how to be an experience-driven business...
Leigh Andrews 17 Aug 2017
Chantel Botha of BrandLove shares why you need to trust your employees to run with their own ideas of the best possible customer experience they can offer at the first day of CEM Africa 2017.
Leigh Andrews 17 Aug 2017
If all you do is talk about customer experience or CX in your silos, chances are your brand will be left in the dust. Here's why you need to cut the red tape and take the plunge, straight from the opening panel of CEM Africa 2017...
Leigh Andrews 16 Aug 2017
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...
Leigh Andrews 16 Feb 2017
First National Bank launches its eBucks Rewards programme in Botswana...
20 Sep 2016
Good customer service forms the basis of a successful business to consumer organisation, for though the customer is not always right, he or she has the power to make or break a company's reputation...
14 Jul 2016
Disruptive technologies, such as Airbnb and Uber, are changing the way business is done through the on-demand economy, which is the immediate real-time provision of goods and services...
1 Jul 2016
The latest Ask Afrika Orange Index provides customer service trends based on 13 years of data, across 32 industries and 155 companies...
4 Mar 2015
INDIANAPOLIS, US: Research by global software provider Interactive Intelligence Inc reveal what customers look for in a great service experience.
10 Jun 2014
Terry Behan, MD of VWV Africa and the Middle East, has recently released a book, 'Connect with the Continent - Understanding key consumer trends across the African Continent right now', to help aspiring businesses build businesses and brands across the continent.
30 Apr 2014
Originally, Gary Vaynerchuk wasn't on the schedule for SXSW 2014, so when I saw that he was the keynote speaker on the first day, I made sure that this was one talk I didn't miss.
Mark Schefermann 1 Apr 2014
Many a retailer will sing to the tune of "The customer is always right", but not a lot actually live the phrase, much less invest any time or innovation in it. Luckily for you and I, this age of short-term vision is drawing to a close.
Sindy Peters 5 Dec 2013
It is true that a good customer experience will lead to more business, or better "word-of-mouth marketing." Certainly, we all know that in the era of social media, a single negative customer interaction can lead to a public relations nightmare.
Deon Scheepers 3 Jul 2013
Although their transition to middle class status has been fairly rapid, African consumers have embraced new mobile technologies that keep them informed of the growing array of brands, products and services. These, however, are not always easily available to them.
4 Apr 2013
A one-day course for client service to fulfil their role more effectively will take place in Cape Town on 10 April. The course is also suitable for PR practitioners as well as those who do not have planning as a line function.
Stratplanning 3 Apr 2013
No, the concepts of "tribalism", "gamification" and "engagement" aren't a promo for the latest computer game, but are in fact the trends that will characterise the way companies and consumers interact in 2013. The branding industry is constantly developing and. while the following trends are evolutions rather than dynamic, short-term changes, we believe there are 10 areas that will define the brandscape over the next year.
HKLM Exco Team 31 Jan 2013
I'm going to be sharing my agency's step-by-step process on how to effectively deal with negative word of mouth (WOM). In my previous article I looked at sustained negative WOM. This article focuses on situational WOM and outlines a five-point plan to counter negative perceptions that are being spread.
Jason Stewart 13 Jun 2012