Enterprise organisations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage. 11 Nov 2008
As the economy continues to decline, retailers are fighting a fierce battle for a share of the consumer's wallet. Every customer counts, but the loyal customers are particularly valuable, especially when your competitor is just a click away. 10 Nov 2008
Gone are the days of quaint tailors on cobbled streets, shopkeepers that know your name and product preference by heart, and shops that thrived off a client base of a mere 40 customers. Looking back to the 19th century a lot has changed over the years but the customer focus remains the same and has again come into the limelight, only this time on a much larger scale. 5 Nov 2008
Most retailers experience a downturn in a weak economy. As consumers rein in spending, a downturn is usually not distributed equally among all retailers. The extent of the downturn depends on a number of factors, including geographic location of stores, product categories being sold and specific market segments. In order to survive a tightening economic climate, retailers must focus on their short- and long-term objectives. 5 Nov 2008
The Cape Town International Convention Centre has contributed an estimated R2.7 billion to South Africa's Gross Domestic Product (GDP) during 2007/08. 31 Oct 2008
Philips SA Consumer Lifestyle has launched its flagship Authorised Service Centre at the new Stone Ridge Shopping Centre in Edenvale. Claimed to be the first of its kind in Africa, the service centre is aimed at giving consumers best-in-class after-sales service in a highly stylised environment. 29 Oct 2008
Sure, Web-based chat applications on your site represent a leap in customer service and sales technology. But let's not forget that the brick-and-mortar standards still apply. If an end user is comfortable and finds your online rep trustworthy and predictive of his or her needs, the opportunities increase exponentially. 28 Oct 2008
In today's challenging economy and ultra-competitive marketplace, businesses simply can't afford customer churn; retention, engagement and overall experience are more important than ever. That's why business leaders are increasingly adopting and integrating the latest customer relationship management (CRM) and enterprise feedback management (EFM) applications to achieve a more thorough understanding of their customer base. While CRM tells the business executive "what" customers have done, EFM uncovers "why" customers act a certain way. 27 Oct 2008
Second-hand goods gain popularity as UK Internet users look to beat the credit crunch. 24 Oct 2008
Many clients expect an advertising or marketing campaign to show instant results, and while new campaigns may result in short-term peaks in sales that keep the client happy, the real value is in the long-term. 15 Oct 2008
One of the most enduring customer-service complaints is the poor performance of automated customer-service systems. Cost-cutting, outsourcing and corporate apathy have pushed customer contact to the bottom of the priority list, but one site will at least help you navigate these systems. 14 Oct 2008
Companies that rely on consumer dollars are pulling out the stops in an effort to keep their customers coming around while the economy slips into dark times. They're turning to incentives - from freebies to discounts - to retain their customers. 13 Oct 2008
Losing your cell phone or having it stolen is a huge inconvenience. 9 Oct 2008
USA: The fast changes the economy is experiencing are triggering a shift in buyer behavior. You won't see as many consumers, known for their ability to ingest mass quantities. What you'll see in their place are customers, a wary species known for its ability to sniff out value. CRM can no longer continue feeding the beast of yesteryear. 9 Oct 2008
USA: Last year's online shopping season surpassed US$29 billion in sales, up a full 20% from the previous holiday. More consumers did their shopping online than any holiday season before, due to the convenience and increasing popularity of the Internet as a way to get too many things done in too little time. 8 Oct 2008
All companies have similar problems, with one of the biggest being the ongoing challenge of growing their revenues. In today's declining economy, companies are seeking new ideas, new solutions, and proven advice to fight off competition and stay above water. The most successful organisations are not focused solely on increasing product sales, but also on improving service revenues to stay ahead of the competition. 6 Oct 2008
Enterprises are to up investment in customer relationship management (CRM) and unified desktop solutions in a bid to improve customer retention. 3 Oct 2008
Altius Investment Holdings recently acquired a stake in the online complaints management and consumer affairs portal, getclosure!. 29 Sep 2008
Call it a customer service Christmas. Consumers are expected to rein in spending this year, and the retail climate favours big-box stores that can offer bargains. But because small retailers can't win price wars, experts say independents need to leverage their biggest advantage over the chains: personal relationships with customers and the ability to deliver superior service. With some economists predicting one of the weakest Decembers since 1991, retailers that falter could face a cold winter. 29 Sep 2008
Recent political instability in South Africa, culminating in the removal of South African President, Thabo Mbeki, and the resignation of several of his cabinet colleagues, may discourage offshore business process outsourcing (BPO) investors. However... 25 Sep 2008
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