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Beyond customer complaints to a skilled workforce

In a must-read for any business, Wynand Smit, CEO at INOVO writes about slick complaint resolution tactics. His top tip is to implement customer satisfaction surveys to nip these in the bud before they're taken to the social media realm where thy risk going viral.

Leigh Andrews also rounds out her #BeyondRetail2016 conference coverage, with an overview of the final panel session. In it, Bruce Whitfield asked the day's speakers about future retail trends and how continued technological advancement and disruption is set to shake up the local retail industry.

Ryan Ravens, CEO of Accelerate Cape Town, provides further food for thought in an article titled '#FeesMustFall: Business calls for a good, hard look at the skills the country really needs.' In it, he addresses the need for more artisans, as opposed to poets and politicians.

Lots to think about as the week kicks off...


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BizToday's top stories
123RF
Slick complaint resolution tactics
[Wynand Smit] How a company deals with complaints is a game-changer; the process should not be viewed merely as dealing with annoying customers, but as an opportunity for improved service delivery... read
Retail Trends
#BeyondRetail2016: Readying for retail saturation or a complete revolution?
#BeyondRetail2016: Readying for retail saturation or a complete revolution?

Leigh Andrews

E-commerce is set for more uptake, but traditional retailers need not worry about a loss of overall sales as a result. Here's how they can avoid extinction by keeping ahead of retail trends... read
Exhibitions & Events
Sneaker Exchange comes to GrandWest at month end
Sneaker Exchange comes to GrandWest at month end
The Sneaker Exchange returns to Cape Town on 29 October 2016, taking place for the first time at the GrandWest Sun Exhibits... read

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Import/Export
WolfgangBantz via
Normal stone fruit season expected despite challenges
Despite concerns regarding a cooler spring and prolonged drought conditions, a normal season is expected for SA stone fruit with prospects looking good... read
Research
Truth Loyalty Whitepaper indicates growth in young people
Truth Loyalty Whitepaper indicates growth in young people
The second edition of the 2016 Truth Loyalty Whitepaper, one of the most comprehensive snapshots of the current state of loyalty in South Africa, has been released... read
Retail Services
Gumtree partners with Shepherd/Standard Bank to introduce pay button
Gumtree partners with Shepherd/Standard Bank to introduce pay button
The current partnership between Gumtree and Standard Bank-powered escrow service Shepherd has been heightened through the introduction of a pay button, which allows customers to buy, sell and receive items... read
Retailers
New Rational SelfCookingCenter XS offers intelligent oven for small catering kitchens
New Rational SelfCookingCenter XS offers intelligent oven for small catering kitchens
Foodserv has launched a new easy-to-use and multi-functional oven, the Rational SelfCookingCenter XS, a compact oven designed to fill the market gap for an intelligent oven that delivers the same hi-tech features... read
Pick n Pay's Next Generation project upgrades Nelspruit store
Pick n Pay's Next Generation project upgrades Nelspruit store
As part of its Next Generation project, which provides customers with an improved shopping experience, a more efficient environment for staff and better service, the Pick n Pay store in Ilanga Mall Nelspruit had its relaunch... read
Business
#FeesMustFall: Business calls for a good, hard look at the skills the country really needs
#FeesMustFall: Business calls for a good, hard look at the skills the country really needs

Ryan Ravens

Can we justify free tertiary education, when there's a greater need for a robust social security system? Does SA need more poets and politicians, when artisans are what will grow the economy?... read
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New events to diarise
Hands-on supply chain management
www.enterprises.up.ac.za - 7 Nov 2016 to 11 Nov 2016, Pretoria


Mastering Sales and Marketing Using Social Media Tools
NES Consulting - 16 Nov 2016 to 18 Nov 2016, Johannesburg


Smart Procurement World Western Cape 2017 Conference and Expo
Smart Procurement World - 6 Mar 2017 to 8 Mar 2017, Cape Town


SAPICS Conference and Exhibition
4 Jun 2017 to 7 Jun 2017, Cape Town


Professional Selling Skills Workshop
The Peer Group - 5 Jul 2017, Johannesburg | 26 Jul 2017, Johannesburg


Upcoming events
Marketing to Millennials Seminar - 25 Oct 2016, Cape Town
This must-attend seminar will take you into the world and mind of the Millennial consumer. Get fresh insight and solutions on how to engage with this ultra-connected generation. Read more >>

Marketing, communication and customer relations
Enterprises University of Pretoria - 26 Oct 2016 to 28 Oct 2016, Pretoria


Short course in customer experience practice
www.enterprises.up.ac.za - 26 Oct 2016 to 28 Oct 2016, Pretoria


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