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Aki Kalli
Why customer service is so bad
Chris, you have hit the nail on the head! I teach a course called "Delight Your Customers," but even that is not enough. Most people don't want to give great service, and why should they? There is no incentive to do so, it is a little bit harder, customers are often ungrateful or apathetic, and most managers in SA are uninspiring at best, manipulative and cruel at worst.

You ask about the woeful state of service in SA, and cite two excellent reasons/examples. In my experience there are dozens of good reasons why we experience abysmal customer care, most related to poor leadership, some because employees don't, (and never will,) "get it," and some because we as customers keep supporting the businesses that let us down.

The ROI of effective customer management is phenomenal - but it does require some investment up front. I wish more CEOs would play a more active role in making it happen.
Posted on 3 Mar 2015 16:15
Steve Gardner
Steve Gardner
New research company to offer clients competitive online insights
Did you get a peek at our development roadmap? ;-)

Chatted to Mike and it looks like the meeting's getting setup. I look forward to chatting further.
Posted on 3 Mar 2015 15:42
Robert Bloom
Robert Bloom
Why customer service is so bad
Key is to realise what you are losing if you don't invest in training and building a cohesive blueprint of operational support. Customers walk away in a tick if they are not supported. It is critical for the organisations to understand customer journeys and provide appropriate support at the relevant touchpoints.
Posted on 3 Mar 2015 14:37
Alan Morrissey
Alan Morrissey
New research company to offer clients competitive online insights
Thanks Steve, sounds interesting. A mash of brandseye, fuseware and other sentiment data wrapped in a laymans dashboard, nice! Now a really interesting service would be to combine that with Effective Measure's demographic cookie data and panel traffic data. I'm no longer at EM but would be good to meet up, based in Durbs and contacted Mike S recently
Posted on 3 Mar 2015 13:40
Steve Gardner
Steve Gardner
New research company to offer clients competitive online insights
Hi Alan. I'm Glad it piqued your interest. Thanks for the feedback.

The data includes public social data from all the top platforms (Facebook, Twitter, Youtube, Google+ etc.) and online news data from a variety of news monitoring services (custom feeds can be added). It also includes data associated with a clients access controlled accounts like Instagram and Facebook Pages.

The insight comes from enhancements to the data including sentiment, topic detection and identification of people, places, companies and industries. This is then aggregated and presented through visualisations that consider data, time frame, frequency and relationship to give answers to common questions such as 'What image do people have of our brand?', 'How are my competitors doing?' or 'Are we facing a crisis?'.

I trust this clears it up a bit. It would be great to chat further if you get a gap.
Posted on 3 Mar 2015 13:17
Gordon Barker
Gordon Barker
Why customer service is so bad
Other issue is that everyone is so busy cutting their prices they have no budget left to apply to customer service.
Posted on 3 Mar 2015 13:11
JP Nayak
German video-on-demand launches in South Africa
Congratulations ProSiebenSat.1 ..
Now build your own video streaming platform using Muvi Studio (www.studio.muvi.com) - open source VOD software at ZERO CapEx within 24 Hrs.
Posted on 3 Mar 2015 12:03
Alan Morrissey
Alan Morrissey
New research company to offer clients competitive online insights
Sounds really interesting, but what 'data' is this 'insight' based on?
Posted on 3 Mar 2015 11:55
Right said Fred
SAA mulls ways to cut extra kilograms on flights
So according to this, for "every extra kilogram on a long-haul flight, about one-third of a litre of fuel is used". So let's say that fuel costs R15/litre - and that's being generous.

That means - even on my inflated figure - that it costs R5/kg on a long-haul flight.

And look what they charge you per extra kg when you check in.
Posted on 3 Mar 2015 08:26
sezes
Future trends in marketing to children
Malik tijani
Posted on 2 Mar 2015 23:42
Maluda Machado
An insider's guide to surviving decreasing budgets and increasing technology
How depressing!
Kiss good-bye to the artists, say hello to the techs....how sad.
Years of observation from an artistic eye and years of experience still mean the difference between something instinctive to an artist and an "operator".
Geez! Are we machines yet?
Posted on 2 Mar 2015 18:33
prism-grumpy
Prism Awards entries top out again
Only unfortunate thing about the PRISM Awards is the judging. Year-after-year the judges award and recognise all the campaigns of either big budget or bigger brand. 90% of the campaigns recognised practically sell themselves and have huge media interest from the on-set.
Shouldn't the talent and true ability of the agencies be recognised that take on the challenging PR projects? Agencies that change whole economic sectors by taking on a challenge and turning it into a true PR success story?
Judges.. it's about time you recognise PR skill and talent at it's very core - campaigns that test all attributes of the team and that is measured by it's ability to drive results through multiple disciplines.
Stop awarding big brands and big budgets.. I mean seriously... 2 years ago.. campaign of the year.. Table Mountain? Yeah.. this worldly icon definitely needs all the PR it can get...??
Get my drift?
Be judges! Think macro and not only micro! Applaud true PR talent and dedication to the profession.
Posted on 2 Mar 2015 18:18
ally
One step forwards, one back for democracy
Eugene de Kock paid for his failures ! So we must some streets named after him for he paid the the price! Many thanks to all who make Freedom of expression possible when the love to protect ones great desires God help!
let those privileged to #Freedom of expression not #Abuse it!
Posted on 2 Mar 2015 17:46
Bryan Casson
Why your small business should be making use of SEO
Thank you Sophie for the interview with Casson Media, we strive to help users gain an understanding when it comes to SEO or digital marketing.

Jean Pierre, to answer your question, when it comes to linkbuilding you should never see it as "linkbuilding". As Stuart states, it needs to natural, relevant and something you should not have to think about. I consider backlinking strategies to be "old fashioned" in most part because people try too hard to get links and do not focus quality content that the user wants to read. Your efforts should focus on the message you want to get across, if users like your content they will share it naturally. If you need to go out looking for links then you missed the point all together. I have never intentionally placed links anywhere on the web and all my clients sites rank the top in the country... keep it simple, keep it relevant and keep it interesting. If you have to think about it, you have thought too much. I hope this helps.
Posted on 2 Mar 2015 12:55
Effie Valente
Introducing the outside-in customer experience
Absolutely agree with Dibeehi's article.
In today's world, service is synonymous with cost efficiencies which ultimately result in disenfranchised customers. Why?
Many service providers do not understand the fundamental differences between delivering 'customer service' which is often focussed on a repeatable rote service and creating service perceptions often tied to SLA metrics. Whereas on the other hand, a true 'customer experience' is memorable for the customer, making them 'feel good' which establishes confidence and trust in the customer to come back for more and even sing the praises of that organisation. They feel that the service provider 'gets it/them'. Whilst there maybe SLA targets, this is not the focus but rather a true understanding of the customer's needs, their business and developing a relationship of trust that ultimately creates confidence in the customer's experience of the service and a 'feel good' factor which results in referrals and wanting to come back for more.
Posted on 2 Mar 2015 09:18
Kevin O'Connor
One step forwards, one back for democracy
You are cordially invited to LIKE my popular people's party - Viva Mandela Viva on Facebook. Keeping Madiba's legacy alive! Viva Mandela Viva. The Thunder of Africa.
Posted on 2 Mar 2015 07:01
Tribal Inst Loans
Businesses under financial strain due to delayed payments
In today’s very difficult economical situation in the country where most of the businesses have severe monetary issues . Due to the reason most of the companies like direct tribal lenders looking for financial assistance from a reliable sources with less interest rates.
Posted on 28 Feb 2015 09:21
Faria Tabassum
Blurred lines... how the vicious internet is creating a vicious world
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Posted on 27 Feb 2015 19:53
Mike Johnson
The Open Window School of Visual Communication - 2013
Great picture and I am sure that it will help many of us to find information needed for educational issues. And surely it is very complicated to hold all the info by handy every time you may need it. For example writers from GrabMyEssay write my essay for me because I have big problems with looking for resources.
Posted on 27 Feb 2015 18:56
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