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Aki Kalliatakis

Managing Partner at The Leadership LaunchPad
Aki Kalliatakis is the Managing Partner of The Leadership LaunchPad, a business focused on customer loyalty and radical marketing. Contact him on +27 (0)83 379 3466, +27 (0)11 640-3958 or . Follow @akikalliatakis on Twitter.
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How to deal with delays, kill queues
[Aki Kalliatakis] 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. 16 May 2013 07:10
Consumers could make mincemeat of suppliers
[Aki Kalliatakis] Food businesses and retailers be warned. Consumers are likely to make mincemeat of those firms that horse around with their food by misrepresenting ingredients and mislabelling products. 15 Mar 2013 16:10
Play fair or run foul of consumer networks
[Aki Kalliatakis] 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. 23 Feb 2013 14:15
Share the love or kiss customers goodbye
[Aki Kalliatakis] 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. 10 Feb 2013 07:15
Play Santa - be nice to nasty retailers
[Aki Kalliatakis] Consumers who wish for a customer service revival for Christmas might like to go one better and lead the resurgence themselves. 14 Dec 2012 07:34
'Hiking boot Christmas' on the cards
[Aki Kalliatakis] 'Hiking boots' could feature high on the Christmas list of walkabout consumers this year as price hikes and sky-high petrol prices get them trudging round stores in a quest for bargains rather than little luxuries. 6 Dec 2012 06:04
To hell in a handcart: Good news for smart businesses
[Aki Kalliatakis] 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. 21 Nov 2012 06:31
Small businesses are fixing customer service
[Aki Kalliatakis] 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... 10 Nov 2012 08:23
Will Sanral show how to handle the angry customer?
[Aki Kalliatakis] The Sanral road-tolling saga could provide the how-to or how-not-to guide on the management of angry, hurt and exploited customers. 5 Oct 2012 07:50
Regaining balance after facing 'a Woolies wobble'
[Aki Kalliatakis] All South African businesses face a strategic 'wobble' on the recent Woolworths pattern. The good news is that balance can be restored through proper crisis management. 18 Sep 2012 07:29
Are we customer driven?
[Aki Kalliatakis] One of the most common questions I am often asked is, "Aki, where do we start with our marketing efforts?" It's a huge question, and I could probably take five days to answer it and still only scratch the surface. 3 Sep 2012 07:42
Spring... a blooming waste of time for most businesses
[Aki Kalliatakis] As a new season approaches, consumer-facing businesses confront their annual opportunity to spring into action, debug their operations and spruce up their service levels. But all too often the 'spring fling' turns out to be a blooming waste of time because the clean-out simply does not go far enough. 20 Aug 2012 09:59
Are your customer relationships also sustainable?
[Aki Kalliatakis] The word "sustainability" has come to be used in many contexts to describe our capacity to endure in the longer term. For our world environment, it is used to define how we are able to maintain and responsibly manage our limited resources so that they remain diverse and productive over time. And, of course, you cannot talk about sustainability without accepting that it also encompasses a principle of stewardship, or our ability to take care of needs. 8 Aug 2012 11:28
So who are you?
[Aki Kalliatakis] Who knows when the gloomy financial crisis of the past few years will in fact improve, or get worse? But I'm willing to put my head on a block and say that your customers have permanently changed the way in which they buy - whether you deal with consumers or other businesses. In fact, one of our clients, referring to the pressures they were under, recently said: "Now we are competing with everyone, from everywhere, for everything." 24 Jul 2012 09:42
Setting a sincerity test on service issues
[Aki Kalliatakis] CEOs should set themselves a 'sincerity test' if they wish to avoid accusations that they inhabit a parallel universe to their customers and fellow-citizens. 18 Jul 2012 09:28
Customers' complaints need strategy
[Aki Kalliatakis] Customers have the power to change service levels, performance and product, yet still they feel they are often mistreated. Successful complaining however needs to be focused in order to achieve lasting results. 24 May 2012 09:21
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