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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

Leveraging big data for better business decisions in marketing
Leveraging big data for better business decisions in marketing

Big data and the benefits it can deliver for business...

By Gary Allemann 5 Nov 2015

Four steps to dealing with academic call centres at crunch time
Four steps to dealing with academic call centres at crunch time

Without doubt, South Africa's academic institutions are following the global trend toward digitisation - and as such are becoming increasingly sophisticated and streamlined in their offering...

By Bruce von Maltitz 29 Oct 2015

Turning ducks into eagles
Turning ducks into eagles

There are only two kinds of people - ducks and eagles. Ducks act like victims, and just go around saying 'Quack! Quack! Quack!' Eagles take the initiative and soar above the crowd...

By Aki Kalliatakis 19 Oct 2015

For long-term loyalty, connect with your customers through unexpected moments of delight
For long-term loyalty, connect with your customers through unexpected moments of delight

Loyalty programmes have gained popularity over the past few years and it's becoming increasingly difficult for brands to differentiate themselves...

By Ros Siddle 14 Oct 2015

Image via Pexels
Stay nimble and make loyalty trends happen

It's time to move from looking at new trends to really putting them into action to meet your customers' expectations in real-time...

By Ros Siddle 8 Oct 2015

How to save your business from difficult customers
How to save your business from difficult customers

No business has the right to brazenly and publicly offend customers just because of their religion, nationality, or skin colour. There are always consequences to your business with this extreme behaviour...

By Aki Kalliatakis 2 Oct 2015

From reach to resolution: A social customer service story
From reach to resolution: A social customer service story

Over the past couple years, social customer service globally has gone from being the focus of a small number of highly innovative companies to a widely accepted requirement of doing business...

By Andrew Felbert 28 Sep 2015

Goodbye, brand!
Goodbye, brand!

We all know that marketing works. We work hard at launching a product (brand extensions) to induce trial and then to convert the consumer to become loyal...

By Rolf Akermann 25 Sep 2015

A customer is for life, not just for Christmas
A customer is for life, not just for Christmas

Believe it or not, it's time to start planning your communication strategy for the 2015/16 festive season...

By Lisa Reid 23 Sep 2015

Steps to effective customer experience management
Steps to effective customer experience management

In markets where product and service differentiation continues to narrow down, a customer-centred approach takes centre stage...

By James Maposa 5 Aug 2015

Tralone Khoza
Effective strategies when confronted by crisis - KFC and Marie Clarie

Reputation management is key to the sustainability of a company brand or a person brand. Warren Buffett was quoted saying that it takes twenty years to build a reputation and five minutes to ruin it...

By Tralone Khoza 4 Aug 2015

[CEM Africa Summit] Shiny happy customers
[CEM Africa Summit] Shiny happy customers

Key to customer experience management is understanding the customer as an individual, but first you have to know your customer service staff, not as the call centre, but as internal and external customers. And then learning how to make them happy and, ultimately, your other customers too...

By Jessica Taylor 29 Jul 2015

Aki Kalliatakis
Twelve quick ways to build customer loyalty

Customer retention is clearly one of the most important priorities on the minds of most executives today. The payoff from keeping customers loyal is just too large to be ignored...

By Aki Kalliatakis 15 Jul 2015

Loyalty by another name
Loyalty by another name

Much has been said about customer loyalty, but with businesses investing vast operational capacities and extensive resources to build and bring these programmes to market, we have to ask ourselves if customers are more satisfied as a result...

By Krystal Schär 10 Jul 2015

Customer centric innovation - the heart of sustainable business growth
Customer centric innovation - the heart of sustainable business growth

Global competition and a weak economy have made growth more challenging than ever before. As products have become easily replicable and budgets slashed, companies are forced to find the next frontier of differentiation...

By John Simpson 30 Jun 2015

Should you integrate your social media capabilities with the call centre?
Should you integrate your social media capabilities with the call centre?

Customers are increasingly taking to social media to look for support or lodge complaints. Most businesses today understand this about customer behaviour, but many take a siloed approach to managing social media enquiries...

By Bruce von Maltitz 22 Jun 2015

Is customer self-service worthwhile?
Is customer self-service worthwhile?

Is self-service the panacea for customer service? There is no doubt that there is a place for it in today's world of business, especially with items that are difficult, inconvenient, or time-consuming...

By Aki Kalliatakis 16 Jun 2015

Rolf Akermann
If you want to succeed, get into the trenches. Now!

In the army, there is a saying: "you must earn your stripes", which refers to the fact that you will not simply be promoted. You have to demonstrate that you are deserving of a higher rank...

By Rolf Akermann 11 Jun 2015

Sheila McGillivray
10 ways for business to become more emotionally engaged

Advertising has left the rarefied atmosphere of one-way communication and marketers are now under intense scrutiny in a 24/7 public arena. An enlightened approach is key to speaking to savvy consumers...

By Sheila McGillivray 10 Jun 2015

Customer experience F-Words
Customer experience F-Words

When customer experience is introduced into a corporate strategy or dusted off, when it has been there all along, as a part of a strategy review, it can be a daunting task...

By Chantel Botha 3 Jun 2015

Mogorosi Mashilo
Understanding the dynamics of our emerging market

South Africa is an emerging market and therefore means that we need to understand that it is a constantly evolving market...

By Mogorosi Mashilo 2 Jun 2015

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