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Putting customers first
Putting customers first

Business has always been built around the customer, and recent developments are forcing companies to examine their business processes...

By Wynand Smit 14 Feb 2017

(c) Wavebreak Media Ltd -
Customer service is not a science, says Cell C CEO

A simple and common sense message that came across loud and clear at the Ask Afrika Orange Index Conference on Thursday, 9 February 2017 that seems to be the key to success in customer service was to create more real, meaningful human connections...

By Jessica Tennant 13 Feb 2017

Starbucks SA launches rewards programme
Starbucks SA launches rewards programme

Starbucks South Africa launched its localised version of the global rewards programme, Starbucks Rewards at the Rosebank store...

By Jessica Tennant 1 Feb 2017

Langstrup © –
How to achieve seamlessness if there's no structural overhaul

Global firms are looking to create seamless customer experiences for their customers, regardless of where they are, what language they speak, channel choice, or device choice. But, so far, are your customers far from convinced by your seamless experience? Here's why and what you can do about it...

By Herb van der Raad 30 Jan 2017

(c) Aaron Amat -
Are consumers checking out of traditional retail?

Poor performance over the festive season suggests shoppers are spending elsewhere...

By Julia Ahlfeldt 26 Jan 2017

#BizTrends2017: The shift from the experience economy to the transformation economy
#BizTrends2017: The shift from the experience economy to the transformation economy

The world is in a silent revolution. Global consciousness is growing. Passion for mindless luxury is waning. Consumers are increasingly mindful of not only what their chosen product gives them, but how it makes them feel...

By Claudia Roth 11 Jan 2017

Pixabay
So we've created a world of consumers... now what?

The relentless marketing and advertising drives of the last century have landed us in the midst of a world of consumers driven by instant gratification - and to be fair, advertising is completely to blame...

By Chemory Gunko 5 Jan 2017

123RF
Where is customer management going in 2017?

The most ridiculous phrase in the English language is 'the foreseeable future'. You can't foresee it. What you can do is monitor trends that, if sustained, will impact your business...

By Aki Kalliatakis 14 Dec 2016

Five customer referral mistakes to avoid
Five customer referral mistakes to avoid

One of the most effective ways of getting new customers is through referrals. Getting constant referrals from your clients and customers can increase brand awareness, create trust and boost your profits significantly...

By Charles Mburugu 8 Dec 2016

123RF
Social media sentiment shows why customer expectations matter

Brands that fail to meet customers' high expectations may see their market share slide. Marketing is a multi-billion rand exercise in setting expectations...

By JP Kloppers 8 Dec 2016

123RF
Business 2020: It's not about you, it's about them

If 2016 taught us anything it is that it is essential to fully understand who your customers - or target audiences - are. The shock Brexit and USA election outcomes are both cases in point...

By Julia Ahlfeldt 7 Dec 2016

(c) Cathy Yeulet -
Three back-office hacks for improved customer service

Communication, time and resolution work in relationship with one another and can all be improved. If they're made more efficient, the customer service machine will be faster and smoother, ensuring that what needs to get done does, and that customers experience great service, boosting loyalty and more business...

By Wynand Smit 8 Nov 2016

Winding down to year end means gearing up in a contact centre
Winding down to year end means gearing up in a contact centre

Some key things to bear in mind prior to the holiday season, to streamline processes and ensure productivity and quality remain high, and that customers continue to receive the best customer experience...

By Bruce von Maltitz 7 Nov 2016

Appointment of POPI Information Regulator could mean earlier implementation
Appointment of POPI Information Regulator could mean earlier implementation

The appointment of an Information Regulator on 26 Oct means that the Protection of Personal Information Act is coming into effect sooner rather than later. Wynand Smit notes that this will have a tremendous impact on the way companies do business in 2017, with regards to how they obtain, store and dispose of customer information...

By Wynand Smit 3 Nov 2016

Pixabay
VW no. 1 in customer service

VW took the number one spot in the Ask Afrika Orange Index 2016/17 Top 10, at a chic cocktail function at the Wanderers Club in Gauteng. The Index measures and recognises customer service benchmarking and social profiling...

By Danette Breitenbach 2 Nov 2016

Pixabay
Digital transformation driven by customer experience

According to Forrester, perceived value is equal to experience over expectation. Customers have higher, and higher expectations of customer experience and social media channels...

By Craig Terblanche 28 Oct 2016

Adobe London Symposium: Putting customer experience first
Adobe London Symposium: Putting customer experience first

Last week, Adobe hosted their annual Symposium in London with the theme 'Customer experience comes first'...

By Kirsty Barkhuizen 26 Oct 2016

These customers ain't loyal... Or are they?
These customers ain't loyal... Or are they?

Can people buy from you consistently, but not out of loyalty? It is possible that you may be selling services and/or products, business is booming but the majority of the transactions take place grudgingly...

By Bogosi Motshegwa 12 Oct 2016

123RF
Improvements to contact centre environment should be incremental

With new or greater demands, the business offering and its supporting processes must be developed to retain and attract more customers...

By Wynand Smit 6 Oct 2016

123RF
Consumer choice should extend to purchasing decision making

When last did you buy something the way your parents used to? We're talking of course, 'the traditional way' of buying goods and services...

By Thembi Mokoena 6 Oct 2016

Celebrating Global CX Day - a tribute to brand warriors!
Celebrating Global CX Day - a tribute to brand warriors!

As 5 October approaches, customer experience professionals worldwide are preparing for a celebration of acknowledgement, knowledge sharing and showcasing of customer experience stories from around the globe...

By Chantel Botha 4 Oct 2016

Boris Dzhingarov
Integrating scheduling and CRM

Customer relationship management (CRM) is a key part of any business plan, and most companies today rely on specialised CRM software to keep important client information organised...

By Boris Dzhingarov, Issued by Monetary Library 20 Sep 2016

Boris Dzhingarov
Customers need to know they're valued

Studies are constantly performed to find out what customers want out of their relationships with businesses. Answers vary on many accounts, but what the responses mostly come down to is this: Customers want to be valued...

By Boris Dzhingarov, Issued by Monetary Library 16 Sep 2016

When rules must be broken
When rules must be broken

Today's technology is amazing. We control a special rover on Mars remotely from our planet, and can fly to the other side of the earth, (Hawaii, if you are interested,) within 24 hours...

By Aki Kalliatakis 6 Sep 2016

123RF
Your company doesn't need good content, it needs 10X content

Having watched the (recently concluded) series, "The Voice" (USA), on DStv I was struck by an undeniable truth...

By Brandon Faber 31 Aug 2016

Boris Dzhingarov
How to engage customers in a technologically-veiled marketplace

While some would argue that today's world is more personalised than ever - thanks to new technologies and the ubiquitous access to social media platforms - the truth is that our society is becoming less and less engaged...

By Boris Dzhingarov, Issued by Monetary Library 26 Aug 2016

Ian Fuhr
Sorbet's Ian Fuhr hits the nail on the head when it comes to brand loyalty

With over 265,000 loyalty members to date, Sorbet Group's CEO Ian Fuhr recently shared insights on the subject of developing brand loyalty at Business of Design in Johannesburg...

By Jessica Tennant 23 Aug 2016

Customer experience management means nothing without measurement
Customer experience management means nothing without measurement

Customer experience management is not a trend. It also is not something that only affects those in customer service or in a call centre...

By Jed Hewson 17 Aug 2016

Persuasion marketing - the good and the almost convincing
Persuasion marketing - the good and the almost convincing

A week ago, I received a call from a call centre saleswoman or rather one that represents a telecommunications company. In summation, the call was about selling me a certain network...

By Cecilia Mohlala 13 Jul 2016

Are consumers actually human?
Are consumers actually human?

We are so caught up in the name 'consumer' that we only see people through the lens of goods and services...

By Candice Simon 5 Jul 2016

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