How retailers can use social CRM to create meaningful engagement
How retailers can use social CRM to create meaningful engagement

At the dawn of the first Customer Relationship Marketing (CRM) software programmes in the 1970s, retailers relied on customer information collected by sales representatives on basic spreadsheets and stored on mainframe computers. During this time, customer satisfaction was measured in an informal way and based on annual surveys and feedback to front-line retail workers.

By Bradley Elliott 21 Jun 2017

The power of personalisation in customer service
The power of personalisation in customer service

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining “who you are", “what you stand for” and “what makes you stand out” on social media in order to attract commercial sponsors with “like-minded” values and interests.

By Wynand Smit 20 Jun 2017

Loyal, long-term relationship building with Gen Z
Loyal, long-term relationship building with Gen Z

Just when you're starting to get the hang of millennials, here comes Generation Z. Their oldest members may only just be starting to enter tertiary education, but they pack a purchasing punch that far outweighs their age. According to Sunday Times Generation Next research, the youth have an annual spending power of R134 billion a year, as well as an average of 66% influence on household spend.

By Lee Naik 20 Jun 2017