The first time I ever heard the expression about where the big gorilla sits, I became irrationally angry...
By Aki Kalliatakis 14 Jul 2014 10:17
Youth will have its day ... officially it's June 16. But the kids deserve more than 24 hours of fame...
By Aki Kalliatakis 11 Jun 2014 14:00
Adverts, especially funny adverts, are amongst videos on YouTube that are very popular and many marketers fantasise about how wonderful it would be if their advert became viral and trendy - and their company famous. In today's connected world, however, virality, popularity and fame may not be that desirable.
By Aki Kalliatakis 23 May 2014 13:06
Where does tipping staff end - I just stopped off at a garage next to the highway to fill up my Smart and grab some breakfast. Petrol cost me R360, plus a R10 tip, breakfast was R63 plus a R17 tip. I also gave the roaming car park attendant another R5 for "looking after my car."
By Aki Kalliatakis 9 May 2014 14:36
Easter is ideal for hatching a customer service revival across our retail and service sectors, as consumers unwrap little treats. Families have time to browse over holiday weekends; they are unhurried and receptive, creating an opportunity for shops and service providers to win customers.
By Aki Kalliatakis 10 Apr 2014 13:51
A shakeout in some retail, trading and service sectors is on its way in the second half of the year with business looking to pick up in the coming months. Following the shutdown or exit of undercapitalised competitors, survivors are planning to grow market share as they take up the slack left by casualties of the tough economy.
By Aki Kalliatakis 26 Jun 2013 14:46
The single most-cited source of frustration for customers is delays and long queues. Your company needs to take this seriously because when customers are kept waiting patience turns to frustration very quickly - and they then start looking for other things that have gone wrong.
By Aki Kalliatakis 16 May 2013 07:10
Unethical trading practices are fast coming to the end of their shelf-life thanks to advances in consumer networking - unfortunately some of 'the usual suspects' have yet to wise up and risk a backlash from exploited customers.
By Aki Kalliatakis 23 Feb 2013 14:15
If your bank manager has never given you a hug, or if the waiters at your neighbourhood coffee shop has never recited poetry to you, you are among millions of consumers who feel unloved by the retailers and service providers who proclaim how much they value their customers but never get round to sharing the love... not even on Valentine's Day.
By Aki Kalliatakis 10 Feb 2013 07:15
Consumers who have never had it so bad are presenting service-led businesses with an unprecedented opportunity to stand out. Smart business simply has to offer respite from a perfect storm of rising prices, strikes, violence and failures of leadership.
By Aki Kalliatakis 21 Nov 2012 06:31
Anecdotal evidence suggests customer service has been 'broken' by the big business players. The good news is that small businesses are showing them how to fix it. Here is my sweet and sour view on the state of customer service at the end of 2012...
By Aki Kalliatakis 10 Nov 2012 08:23
The Sanral road-tolling saga could provide the how-to or how-not-to guide on the management of angry, hurt and exploited customers.
By Aki Kalliatakis 5 Oct 2012 07:50