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Chasing the dream of the single view of the customer
Chasing the dream of the single view of the customer

In business, your company needs to get as deep into the minds and interaction habits of your customers as possible. Too often, however, the single view of the customer is viewed as unattainable, a marketing smokescreen that can obscure business strategy and confuse communication efforts...

By Wynand Smit 14 Jun 2018

Empathy - a two-way street in customer service
Empathy - a two-way street in customer service

It's no secret that personalisation is essential in developing a successful customer experience. Central to that is getting to know all you can about your customer and using that information to drive the interaction...

By Wynand Smit 18 Apr 2018

#ECMA18: Cracking e-commerce conversion
#ECMA18: Cracking e-commerce conversion

The proliferation of e-commerce essentially means that retailers are now more than ever competing in a global marketplace...

By Lauren Hartzenberg 16 Mar 2018

Consumer engagement today is shaped by technology
Consumer engagement today is shaped by technology

Gil Sperling writes that marketers need a fundamental shift in outlook to remain relevant...

By Gil Sperling 15 Mar 2018

Why it's time to reevaluate your customer communication, starting with email
Why it's time to reevaluate your customer communication, starting with email

Email is by no means going the way of the fax machine just yet; most companies use it, and yet most don't use email very well...

By Wynand Smit 13 Feb 2018

Charles Murito, country manager of Google Kenya |
Google Kenya's Charles Murito on digital advertising and the age of assistance

Google SA hosted a media event earlier this week to bring media practitioners across Africa up to speed on the latest technological advancements in the digital advertising space, focusing on Google Ads in particular...

By Jessica Tennant 7 Feb 2018

Brand consistency: Taking marketing to a higher level
Brand consistency: Taking marketing to a higher level

In the highly competitive business landscape where social media and customer experience are adding complexity to a global landscape, marketing needs to evolve...

By Paula Sartini 6 Feb 2018

Mike Oelschig, head of advisory at Cerebra.
#BizTrends2018: The (eventual) rise of the social command centre in South Africa

Terms like "command centre" or "digital centre of excellence" have been in the South African marketing landscape's lexicon for a few years now; but for the most part that is largely where the concept has remained. Until now...

By Mike Oelschig 8 Jan 2018

#BizTrends2018: Top mobile trends for the 2018 consumer
#BizTrends2018: Top mobile trends for the 2018 consumer

Before we can start talking about any trends, marketers need to be aware of the fact that mobile starts with an understanding of how fiercely personal this device is, it has become more of an appendage than a device...

By Lynette Hundermark 8 Jan 2018

#Trending: The rise of consumer resilience
#Trending: The rise of consumer resilience

How are people coping in this new connected world? A global study from Viacom looks at The Next Normal: Rise of Resilience among consumers, including from Nigeria and South Africa, and how brands should respond...

By Louise Marsland 7 Nov 2017

The power of consumer insights (combined with woke strategy and creative)
The power of consumer insights (combined with woke strategy and creative)

Never has it been so evident to acknowledge and value the power of consumer insights in 2017...

By Thomas Sepheka 20 Oct 2017

Mitigate market disruption by maximising customer experience
Mitigate market disruption by maximising customer experience

As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability...

By Julia Ahlfeldt 11 Sep 2017

rawpixel ©
Why do some brands still shy away from giving consumers experiences?

Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers...

By Khangelani Dziba 8 Sep 2017

Joe Fuster
#CEMAfrica2017: ‘Remember that I'm human' - your customer

There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity...

By Louise Marsland 21 Aug 2017

Phakiso Tlali
#CEMAfrica2017: Embracing a CX ‘citizen first' strategy in government

How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?

By Louise Marsland 18 Aug 2017

Analytics is critical, but data is being left out
Analytics is critical, but data is being left out

Without incorporating data from all channels, organisations will rely on a level of assumption, allowing a disconnect between what customers want and what is being delivered...

By Danny Drew 27 Jul 2017

Coping under fire
Coping under fire

Janine Lazarus, founder and owner of Janine Lazarus media consultancy was a journalist for 31 years, and has worked across the board from newspapers to radio...

By Danette Breitenbach 3 Mar 2015

The responsive brand: how to handle social media
The responsive brand: how to handle social media

It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently...

By Danette Breitenbach 3 Nov 2014

Yuppiechef creams customer service with common sense
Yuppiechef creams customer service with common sense

Many a retailer will sing to the tune of "The customer is always right", but not a lot actually live the phrase, much less invest any time or innovation in it. Luckily for you and I, this age of short-term vision is drawing to a close.

By Sindy Peters 5 Dec 2013

Paul Anderson
Analysing the CRM needs of a midsize business

NEWARK, US: CRM is key to any business's success, so how does one analyse the CRM needs of a midsize business to ensure that business will succeed and grow?

By Paul Anderson 2 Apr 2013

[2013 trends] Out-of-the-box branding
[2013 trends] Out-of-the-box branding

No, the concepts of "tribalism", "gamification" and "engagement" aren't a promo for the latest computer game, but are in fact the trends that will characterise the way companies and consumers interact in 2013. The branding industry is constantly developing and. while the following trends are evolutions rather than dynamic, short-term changes, we believe there are 10 areas that will define the brandscape over the next year.

By HKLM Exco Team 31 Jan 2013

Brand Inside and Y&R brands in new partnership
Brand Inside and Y&R brands in new partnership

The Brand Inside from the UK and Young & Rubicam Brands have gone into a partnership that aims to help Kenyan companies bridge the gap between brand promise and customer experience.

By Carole Kimutai 22 Mar 2011

[2011 trends] It's a Wild. Wired. Wellthy. World!
[2011 trends] It's a Wild. Wired. Wellthy. World!

The recent global recession has changed our world forever. In a new digital age, characterised by oversupply and too many product types in almost every market, the challenge for companies will be to locate and capture pools of high-profit demand and be able to move with speed and flexibility to take advantage of them. Here are 11 trends for 2011.

By Gisèle Wertheim Aymés 18 Jan 2011

[2011 trends] A year of hard work for brands
[2011 trends] A year of hard work for brands

If 2010 could be summed up as soccer, vuvuzelas and national pride, 2011 will be all about the hard work of restoring the economy to sustainable growth, paying attention to environmental concerns and mastering the technologies that are changing the world. Here are a few trends to watch in 2011.

By Janice Spark 17 Jan 2011

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