Goodbye to competitive advantage, say hello to customer advantage
Goodbye to competitive advantage, say hello to customer advantage

Remember the days when we were always following the leader and looking for ways to gain competitive advantage. We based our strategies on what our competitors were doing, on what internal CVP's we can develop to lead in the battle field. The battle field for brands has now shifted to the customer as it is going to be increasingly difficult to gain customer advantage in the future.

By Audrey Naidoo 2 days ago

Customer experience with a 25-year guarantee?
Customer experience with a 25-year guarantee?

Two days ago, a man extended his hand to me in a friendly gesture with the words "Hello Johan," and I instinctively knew I was in the presence of a superhero.

By Johan Botha 2 days ago

The art of pretence: marketing in tough times
The art of pretence: marketing in tough times

They say there's no sentiment in business but in fact it's sentiment that drives everything in business. Part of the problem in difficult economic times is that people expect things to be difficult. A downturn can be no more than negative reaction to an event that is unexpected or perceived to have merely the potential to be threatening. Shares are hurriedly sold, sales drop, companies downsize. And a ripple effect runs through the market.

Issued by Gawk 3 days ago

How to show the value of customer experience
How to show the value of customer experience

Before you commit to changes to your customer experience, you first need to know - within a narrow margin of error - just how much financial benefit there is to gain. Implementing a customer-focused strategy is a great way to improve customer experience and resulting revenue, but you first need to realise the degree of value attached to different customer experiences in different segments of your market.

Issued by Interact RDT 20 Jul 2016

Volatile markets should not impact CX investments
Volatile markets should not impact CX investments

The global economy entered 2016 under a cloud of uncertainty that has been further exacerbated by the Brexit shockwave. Now more than ever, company leadership will need to develop meaningful strategies to win new business, despite the growing global volatility.

By Harley Manning 18 Jul 2016