Latest showcases

More showcases...
(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

Boris Dzhingarov
Learning to engage your clients more effectively

With all the technology available to businesses and individuals these days, it's even easier to engage your clients. You just need to have the motivation to get on your tech and do it...

By Boris Dzhingarov, Issued by Monetary Library 23 Jun 2016

Why you need to put customer communications on the boardroom's agenda today
Why you need to put customer communications on the boardroom's agenda today

It can be tempting to take a scattered approach to customer communications to attract new customers and upsell your current base...

By Jacques van Wyk 20 Jun 2016

Good old-fashioned customer care tips that will set your franchise apart
Good old-fashioned customer care tips that will set your franchise apart

There's a great story about how an employee at one of the famous American Trader Joe's stores went the extra mile in terms of service, not because they had to, but because it was the right thing to do...

By Aki Kalliatakis 10 May 2016

Use a Facebook chatbot to transform customer experience
Use a Facebook chatbot to transform customer experience

At their F8 Developers Conference this year, Facebook revealed an ambitious 10-year vision which sees them connecting the world, leveraging artificial intelligence...

By Mark Geschke 20 Apr 2016

I hate speaking to your call centre!
I hate speaking to your call centre!

How many times have you said this or heard someone say it? In this post I would like to explore the reasons why these interactions are so dreaded...

By Chantel Botha, Issued by BrandLove 15 Apr 2016

Know what makes your customers happy
Know what makes your customers happy

In a world where customers are bombarded with too much information and communication, there is a certain fatigue that comes from companies wanting more and more information about customers and their needs...

By Aki Kalliatakis 12 Apr 2016

How well do you know your strategic targets and prime prospects?
How well do you know your strategic targets and prime prospects?

Having an in-depth understanding of your consumer makes it far easier to find the sweet spot for your brands' investment and growth. Using a blanket approach will not provide growth...

By Michael Wood 8 Mar 2016

What would Steve Jobs do?
What would Steve Jobs do?

I'm one of those people who prefers not to replace stuff just because someone tells me it is time to do so. I like driving the same car until it's really, really dead...

By Aki Kalliatakis 3 Mar 2016

Boris Dzhingarov
Customer relationship management benefits for small businesses

The customer relationship management system is vital for any business out there, including the small ones. It is an asset that is really valuable, no matter what business is operated...

By Boris Dzhingarov, Issued by Monetary Library 25 Feb 2016

Reflecting on my five years at Ogilvy Public Relations
Reflecting on my five years at Ogilvy Public Relations

In the last five years, I've witnessed pivotal moments and historical events occur in South Africa including the hosting of the 2010 World Cup soccer tournament; the headway of democratic progress heralding 20 years of liberation; and the passing of our most honoured and loved president, Nelson Mandela...

By Kajsa Claude 25 Jan 2016

'Tis the season to go the extra mile for your customers
'Tis the season to go the extra mile for your customers

With only a couple of weeks to go until Christmas, shoppers are starting to feel a bit stressed by the insane nightmare of mass advertising, crowded shopping malls, overstretched banks, and businesses that never seem prepared enough...

By Aki Kalliatakis 16 Dec 2015

Next >