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Retail

All about customer experience

This week Amanda Stops, CEO of the South African Council of Shopping Centres, discusses four universal trends that are driving retail across the globe, namely customer experience, technology, adapting to change and leadership.

Loyalty is another common theme, according to a new research report by GI Insight, which looks at how loyalty schemes can have a powerful impact on the outlook and actions of consumers in the age of big data. BMi Research CEO Gareth Pearson says that combined with big data, loyalty programmes have the potential to provide customers with a non-genetic value proposition that resonates with them personally. While Krystal Schär, strategic planner at FCB Cape Town, makes a thought-provoking statement: "Loyalty should be seen as a consequence of brand building, not purely as a marketing objective." It should be the result of a satisfying consumer experience, she says. Moreover, Jed Hewson, director of 1Stream, explains why e-commerce companies need to reassess the 'traditional' call centre.

Keeping things fresh, Kauai has unveiled a new concept store at The Zone @ Rosebank - to be rolled out countrywide - with a new CI, a new store look and feel, and a new customisable menu designed to give customers a 'nutritional theatre' experience.

For more info on the subject, register for the 4th annual CEM Africa Summit to be held at the Westin, Cape Town on 22 and 23 July.

Jessica Taylor, Group Editor (@Biz_Retail)
Comment online in our ed's column archive. Go mobile with apps and m.bizcommunity.com. Engage with us on Twitter, Facebook, LinkedIn and Google+. Subscribe to YouTube and via RSS. Send all your retail news and event invitations to retailnews@bizcommunity.com, exclusive opinion pieces to contributors-retail@bizcommunity.com and international news to internationalnews@bizcommunity.com. Read "How to contribute to Biz, from op-ed pieces to news".



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New events to diarise
Hands-on supply chain management
Continuing Education at University of Pretoria - 27 Jul 2015 to 31 Jul 2015, Pretoria

CleantexPulire 2015
CleantexPulire - 28 Jul 2015, Midrand | 28 Jul 2015 to 30 Jul 2015, Midrand

Winelands Bridal Fair 2015
Donato Events - 1 Aug 2015 to 2 Aug 2015, Stellenbosch

Sales for small businesses
Latitude Training - 1 Aug 2015, Cape Town

China Homelife Fair South Africa
1 Sep 2015 to 3 Sep 2015, Johannesburg

7th Annual Retail Banking Africa 2015
Fleming Gulf - 9 Sep 2015 to 11 Sep 2015, Johannesburg

Matjhabeng Bridal Expo
Abanqobi Concepts - 12 Sep 2015, Welkom

2015 Gambling Indaba Conference and Expo
Gambling Indaba - 22 Nov 2015 to 24 Nov 2015, Cape Town

SASDC Synergy Conference 2015
SASDC - 23 Nov 2015 to 24 Nov 2015, Johannesburg

The 3rd Annual Smart Procurement World WC 2016
Smart Procurement World - 1 Mar 2016 to 3 Mar 2016, Cape Town

Upcoming events
Effective Speaking and Presentation Skills
Maurice Kerrigan Africa - 15 Jul 2015 to 17 Jul 2015, Johannesburg | 22 Jul 2015 to 24 Jul 2015, Johannesburg | 22 Jul 2015 to 24 Jul 2015, Durban | 11 Aug 2015 to 13 Aug 2015, Johannesburg | 18 Aug 2015 to 20 Aug 2015, Johannesburg | 24 Aug 2015 to 26 Aug 2015, Johannesburg | 7 Sep 2015 to 9 Sep 2015, Johannesburg | 9 Sep 2015 to 11 Sep 2015, Cape Town | 21 Sep 2015 to 23 Sep 2015, Johannesburg | 28 Sep 2015 to 30 Sep 2015, Johannesburg

PFMA supply chain management bid adjudication
Continuing Education at University of Pretoria - 15 Jul 2015 to 17 Jul 2015, Pretoria

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