Instant redemption opportunities lure in loyalty program customers

CHICAGO, US: Loyalty programs are powerful marketing tools for credit card companies, supermarkets and restaurants, but how do consumers choose one program over another? 18 Nov 2010 11:40

Automated service hell: Businesses out of touch

LONDON, UK: Businesses are out of touch with the frustration customers experience from automated customer service systems and are jeopardising their loyalty as a result, according to Ovum, one of the Datamonitor group of companies. 11 Nov 2010 11:32

Consumer trends for 2011

LONDON, UK: While consumers are still reeling from the aftershock created by the global economic crisis, lessons have been learnt, behaviours changed and consumer adaptability has created a new way of life. With that in mind, Mintel predicts nine key consumer trends for the year ahead, examining how long term behaviour has been implicated. In 2011, consumers are living for the long term with attitudes inspired by a changed value set. 8 Nov 2010 07:34

SPS first processor of Street Savings mobile marketing

ORANGE, US: Secure Payments Systems (SPS), a national leader of value-added payment services and transaction processing in the US and Canada, has announced that it has become the first direct processor of Street Savings mobile marketing products. 20 Oct 2010 12:35

Interbrand releases 100 "Best Global Brands"

NEW YORK, US: Coca-Cola retains the number one spot; Google gains on Microsoft, while HP enters the top 10 in Interbrand's 11th annual ranking of the world's top brands. The rankings were released yesterday, 15 September 2010. 16 Sep 2010 08:05

Leaders grapple with tone from the top - PwC

Setting the right tone from the top is viewed as an increasingly important leadership skill that can make or break relationships with shareholders, employees, customers and business partners. 12 Jul 2010 12:35

Investment in speech analytics in call centres set to double

[Published by Ovum, part of the Datamonitor group] GLOBAL: Call centre spending on speech analytics is set to double worldwide, growing from around US$95 million in 2009 to US$180 million (about R720 million to about R1.36 billion, respectively) by 2014 according to Ovum. 23 Jun 2010 11:03

Conexus

Conexus paves the road for automotive sales and service standards in Africa

Outsourced call centre company Conexus has successfully extended its capabilities across Africa, having completed a challenging multi-country project. The venture into the continent continued when Conexus was tasked with implementing a large-scale customer satisfaction study for a leading, international automotive client in African countries. 3 Jun 2008 16:11

Zim business launch customer service organisation

[Dumisani Ndlela] Zimbabwe's private sector has launched the Institute of Customer Services (ICS) as the country grapples with poor quality products and service delivery due to an economic crisis now in its ninth year. 7 May 2008 14:00

Press harassment hinders Niger's development, watchdogs warn

Press freedom groups agree that an increase in arrests, intimidation and harassment of journalists in Niger is impeding development in one of the poorest countries in the world. 16 Jan 2008 07:32

Innovation is alive and well and living in loyalty programs

Innovation is alive and well among coalition loyalty programs around the world. Despite their advancing age, coalitions are continuing to innovate to keep their programs fresh and relevant to their target members. This applies equally in Africa as consumers' buying power increases, and retailers must think up new ways to keep existing customers and attract new ones. 9 Nov 2007 13:35

When someone telephones your company...

Do they get a response that encourages them to stay – or are they driven towards your competitors? How your staff talks to people who call can attract – or repel – those people. And that means a better business, or a failing one. 7 Sep 2007 07:45

Pumping up sales through potent promotions

Moving forward successfully into the future, today's retailers must vary the types of the promotions they offer, to maintain a high level of consumer satisfaction toward their brand. 31 Aug 2007 12:07

SA contact centre industry set to become global player

While the South African contact centre industry is not immune to global challenges, the country is currently improving its promising position in the global market as a more coherent strategic focus becomes evident in the industry in SA. 13 Jul 2007 09:40