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All about customer experienceThis 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)
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On 12 May 2015, Economic Development Minister Ebrahim Patel announced that the Competition Commission would conduct a market inquiry into the retail grocery sector in terms of s43B of the Competition Act, No 89 of 1998 (Act). Read more >> | Four years into its Sustainable Living Plan, Unilever has said that it is making a growing and positive impact on its business in terms of growth, cost efficiency and resilience for the future... Read more >> | NEW YORK - Procter & Gamble (P&G) plans to sell 43 beauty and fragrance brands to Coty in a deal valuing the assets at about US$12.5 billion, the companies announced Thursday... Read more >> |
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| More investors are likely to place Accelerate Property Fund on their buying lists after the company finally acquired the rights to add another 90000m² to Fourways Mall... read more>> | | |
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| The Constantia Flexibles Group is acquiring the Durban-based flexible packaging company Afripack. The parties have agreed not to disclose the price of the transaction, which is subject to regulatory approvals and is expected to close in the next three months... read more>> | | |
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| To target young adults who experience skin acne from time to time, Primedia Unlimited's TLC is dominating mall and cinema washrooms with its Oxy 'Skin Sorted - Happiness Guaranteed' campaign for a period of two months... read more>> | | |
| The level of commitment and service from UCS Solutions to Mimecast was recently acknowledged in the second Mimecast Partner Awards, at which UCS Solutions received the Technical Partner of the Year award... read more>> | | | | HARARE - The cries of street vendors have become the soundtrack to Zimbabwe's collapsing economy as increasing numbers of the unemployed try to eke out a living, leaving shopkeepers - and the taxman - poorer... read more>> | | More International | |
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