There is some good in this concept of analysing big data, but based on various experiences with large organisations, it is difficult to see much usefulness in this concept.
By Aki Kalliatakis 2 Dec 2013 10:13
A dissatisfied customer will tell 50 people; while a satisfied customer will tell just 5 people. Loyal customers spend more: A business with 1,000 customers will make R105,820 per annual increase with compliant resolution.
By Danette Breitenbach 19 Nov 2013 07:52
Many international and local brands make the mistake of their marketing and promotional campaigns not being relevant to consumers. (video)
By Dina Myers 4 Nov 2013 14:41
To be truly successful in marketing and advertising, we need to understand human motivation and behaviour at a deep level so that we are more able to influence it.
By Diane Charton 30 Oct 2013 15:09
Today's consumer has more products and more access to products than at any other time in history. The reason for this is the unprecedented rate of technology. But this has not translated into an amazing retail experience.
By Danette Breitenbach 29 Oct 2013 11:31
The realisation that web users are looking for insight and education - not just product catalogues - is changing the nature of website copywriting.
By Daryn Smith 29 Oct 2013 08:41
We are not as happy as we were last year. This is the finding of the Ask Afrika Orange Index 2013/14 released recently in Johannesburg.
By Danette Breitenbach 15 Oct 2013 06:55
At Truth, we are proud to have the opportunity to work on B2C (business to consumer) and B2B (business to business) CRM and loyalty strategies. We are often asked how to explain the differences, and what makes a loyalty programme work in the B2B environment.
By Karen De Lorenzo 14 Oct 2013 08:08
Many organisations rely on CRM software as the tool for solving customer problems. What these organisations do not realise, is that a dedicated customer feedback management solution is far preferable to a general CRM customer support module.
By Colyn Dee 9 Oct 2013 07:06
We usually think that bigger is better, but there are advantages to being small, be it a marketing agency, service provider or whatever - which is how every entrepreneur starts out.
By Banele Rewo 8 Oct 2013 08:04
Websites are one of those funny pieces of marketing collateral - most businesses understand they need one, yet for many it's still seen as a grudge purchase.
By Chemory Gunko 19 Sep 2013 07:17
Brands around the world face a significant challenge in understanding new consumer behaviours and patterns of thinking, which are rendering many of the techniques marketers and advertisers relied on in the past obsolete.
By Diane Charton 13 Sep 2013 15:30
Never has it been more important to hold on to your customers than it is in the current economic climate.
By Juliet Newton 12 Sep 2013 07:36
It always surprises me when I read about the value placed on client "satisfaction". In studies we have conducted globally and in South Africa, Relationship Audits and Management (RAM) have concluded that client satisfaction is not enough.
By Ann Nurock 11 Sep 2013 07:25
South Africa has a mobile penetration of roughly 118% - which means that 50 million people are wielding close to 59 million cell phones. Yet despite the implementation of RICA, mobile churn (where users buy and discard SIM cards) is still increasing.
By Jed Hewson 3 Sep 2013 17:05
Often when it comes to marketing, we get fixated on the message that we want to transmit to potential clients and forget to actually listen to what our target audience actually wants from us.
By Donna Rachelson 3 Sep 2013 07:30
A complaint is a pivotal point in the relationship with a customer. When someone complains, it's often the greatest test of the relationship between the customer and their service or product provider.
By Colyn Dee 28 Aug 2013 07:30
The Protection of Personal Information Act will soon come into effect, and companies have to consider carefully how they handle, distribute, and use their customers' information.
By Craig Freer 26 Aug 2013 06:09
Why are so many companies trading in these tough economic times, still content with not delivering their brand promises? Key elements of product quality, service and experience still elude consumers on an almost daily basis.
By Mike Taberner 22 Aug 2013 07:15
Touch-based solutions are an elegant answer to the question many markets and salespeople continue to raise - how do we meaningfully connect with consumers?
By David Ross 20 Aug 2013 16:00
In today's hyper-competitive conditions, where change is the only constant, the 'grow or die' mandate has never been more apt for organisations battling it out for share of consumers' minds, hearts and wallets.
By Leigh Harris 15 Aug 2013 07:53
Call centre managers and MDs are finding that they can no longer rely solely on their IT managers to make the call when it comes to choosing the right technology for their business.
By Jed Hewson 13 Aug 2013 07:44
There is a problem with the way we do business today - there's a thin line between efficiency and plain rudeness.
By Marion Scher 8 Aug 2013 09:00
In an increasingly competitive market, staying ahead of the competition is a challenge all organisations face, and a great reputation is more important than ever.
By Annette Jansen van Rensburg 4 Aug 2013 10:00
Gaining a good understanding of how customers view your business, brand or products requires a combination of research methodologies that are aligned with the company's strategic objectives.
By Andries Noeth 2 Aug 2013 08:33
Sales, at its essence, is all about connecting with people and building relationships. The rise of social media brings a new dynamic to the sales environment of any organisation, and those wanting to be part of a new generation of industry leaders should invest in Social CRM.
By Keith Fenner 15 Jul 2013 14:00
Similar to the explosion of reality TV in the 90's, we're currently living in the age of the every day social star, immortalised by brands on digital channels to keep consumers tuned in for longer.
By Pete Hutchings 11 Jul 2013 07:45
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.
By Deon Scheepers 3 Jul 2013 12:26
I've been ranting and raving for the last two hours. My face is red and I have a large vein pulsating on my forehead. Simply: I am irate beyond reason. This is why...
By Tiffany Markman 28 Jun 2013 04:23
There's no doubt about it, branded content is everywhere, in different shapes and forms. But does it achieve what it sets out to do?
By Harriet Gavshon 24 Jun 2013 15:00
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