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According to WhyFive's Retail Shopper Report, South Africa's service really does suck. So what can we do about it? Reporting from the CGCSA Summit at Vodaworld last week, Danette Breitenbach gives us some insight from a panel discussion on how to handle customer complaints fired through social media. Andrew Cook also names the six of the worst customer service practices... and how to fix them.

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Weekly top stories


The responsive brand: how to handle social media
[Danette Breitenbach] It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently... read more>>

More than just a label

Danette Breitenbach

The impact of public health rests on the ability of food labels to provide information to the consumer and for the consumer to interpret that information. Yet, most of us need a PhD to read a food label.

Read more >>



Lewis Group to acquire Beares brand from Ellerines

Household furniture retail group Lewis (LEW) on Friday, 31 October 2014, said it had submitted an offer to Ellerines to acquire the Beares brand and some selected stores through its wholly-owned subsidiary Lewis Stores.

Read more >>



New 2014 Elle Rising Star competition winner

Tamara Chérie Dyson from Cape Town is this year's winner of the Elle Rising Star competition. Announced on 29 October 2014 at the African Fashion International (AFI) Mercedes-Benz Fashion Week Africa...

Read more >>



Sales made simple

Pieter Scholtz

No matter what your product or service is, you have to sell to stay in business, so you might as well make up your mind now to become a winner at the sales game...

Read more >>



Positioning luxury brands in emerging markets

Cobus van Zyl

We recently launched of a new premium whisky in the Tanzanian market. Do Tanzanians care where it's from, how it's made or who drinks it?

Read more >>



You would never know it's not glass

Sidel, a global provider of liquid packaging solutions, recently launched the world's first lightweight PET bottle for beer with a non-petaloid base with a cap that can be pasteurised.

Read more >>



Supply chain management concerned about skills shortage

Mario Landman

Skills shortages continue to bedevil the logistics and supply chain industry, with practitioners reporting shortages of up to 64% in positions that require a bachelor's degree.

Read more >>



Six of the worst customer service practices... and how to fix them

Andrew Cook

Customer experience management (CEM) is a strategic process that companies should implement across the entire organisation to look after their customers...

Read more >>



Be afraid... Or maybe not

Aki Kalliatakis

Despite my cynicism about Halloween being just another opportunity for companies to make more money, when we look at these special days from a marketing perspective, there are a few nice lessons that all businesses can learn.

Read more >>



Research shows SA's service really does suck

Based on an online survey with a sample of 8000 respondents from all over the country, consumer research company WhyFive's Retail Shopper Report aims to shed light on the actual retail experience of the shopper by asking, "What does my customer think?" The results revealed 10 key characteristics...

Read more >>



Survey shows huge growth potential for e-retailers in Africa

Sumesh Rahavendra

Africa offers enormous growth potential for e-retailers given that online shopping is in its infancy in the region. The Shop the World! report reveals that emerging markets offer the highest growth potential...

Read more >>



Find technology with a tweet

If you are looking for ways to find out more about the latest gadgets, what's hot and what's not, Twitter's latest research of online US users, with Millward Brown, shows that Twitter users are more likely to be early adopters than non-users and their tech budgets for the next six months are 25% higher than those of non-users.

Read more >>





Banking & Finance
Biometrics have a bright future in mobile banking
There has been a rising trend in fingerprint biometric technology in the latest wave of smartphones. read more>>
MTN mobile money may build more loyalty
MTN's mobile money service has the potential to contribute 15% of MTN SA's total revenues in the long-term‚ the company claimed last week. read more>>
Brand News
Bidvest board decides not to pursue listing of Foodservice operations
Bidvest (BVT) on Monday, 3 November 2014, said its board had concluded that the potential listing of its Foodservice operations would not be pursued. read more>>
South Africans get ready to "flash their Spanx"
Spanx, known for its innovative approach to comfortable shapewear and a cult-like following in over 50 countries, will be available in South Africa from November 2014, with the official media launch and fashion show being held on 12 November 2014 in Cape Town. read more>>
Wines that wished upon a star and received 5
The launch this week of the 2015 Platter's South African Wine Guide has left many estates jubilant with their 5-star ratings. A panel of judges assessed 7,000 wines to select 50 wines for the prestigious 5-star rating. read more>>
Commercial Property
Menlyn set to become one of Africa's biggest shopping centres by 2016
In April 2014, construction started on Pretoria's Menlyn Park Shopping Centre, which is undergoing a new brand identity, expansion and refurbishment. read more>>
CSI
Madiba's legacy continues to fill hearts and stomachs of children
The AmaLunchbox kitchen donated to Dikgabane School on 30 October 2014 is 101st AmaLunchbox kitchen provided by Game, in partnership with Massmart, the Walmart Foundation and the Department of Education. read more>>
Donate, style and empty with The Empty Shop
Sandton City in partnership with McCann Johannesburg has launched The Empty Shop, an award-winning global CSI campaign pioneered in São Paulo, Brazil. read more>>
Clover Mama Afrika and MiX Telematics take to the road again - over 7,000 kilometres of 'giving back'

Issued by Clover

MiX Telematics is once again sponsoring Clover Mama Afrika's annual roadshow - a journey of more than 7,000 kilometres that includes support visits to 30 Clover Mama Afrika centres across South Africa... read more>>
CRM
Liberty rewards members can now be part of Legacy Lifestyle
Legacy Lifestyle, with over 200 lifestyle brand partners nationwide, has partnered with Liberty to actively work together to create a stronger proposition to their reciprocal member databases and partner networks respectively. read more>>
E-commerce
Flaw in Vodacom software caused security leak
Faulty security software at cellphone network operator Vodacom allowed the distribution of the cellphone numbers of the company's subscribers to websites they browse on their phones... read more>>
There's no code like the low code
The growing need for mobile and web applications is driving development teams away from hand-coding to a new breed of application platforms. They are moving to platforms that accelerate app delivery across a multi-channel environment and that includes mobile and web applications. read more>>
Exhibitions & Events
Platters to be honorary chairpersons at 2015 AfrAsia Bank wine auction
John and Erica Platter will be the AfrAsia Bank Cape Wine Auction's Honorary Chairpersons at its second auction on 13-14 February 2015 at the Boschendal Estate. The inaugural event in 2014 raised just over R7 million for education in the South African winelands. read more>>
2014 Sunday Times Top 100 Companies results out
For the second consecutive year, Coronation Fund Managers has been named Top Company in the annual Sunday Times Top 100 Companies Awards... read more>>
FMCG
Would a rosé by any other farm be as Grande?
The new Grande Provence Rosé 2014 is made in the classic crisp, dry Provençal style. The wine, made from 100% Franschhoek grapes, has a delicate fruity character with nuances of apple and fresh berries. The wine sells at R80 at the Grande Provence Tasting Room and purchases of 12 bottles or more qualify for free delivery anywhere is South Africa. For more information, go to www.grandprovence.co.za.
Franchising
Franchising requires planning, research and a fixed eye on future gains

Simone Cooper

Buying a franchise can be quite expensive, especially if you are considering linking up with a franchisor that represents an internationally respected brand, which is already a household name. As a result, very few entrepreneurs can afford to finance the franchise completely from their own resources. read more>>
No space for half measures in entrepreneurship

Richard Mukheibir

With 800 or 900 franchising systems available in South Africa, it is essential to do your homework properly before buying into a business - not all franchise opportunities are created equally. read more>>
Taste lines up new Domino's stores
Considered the world's leading pizza delivery chain in both store numbers and unit sales, Domino's Pizza has over 10,800 outlets in more than 70 countries. Taste Holdings has signed an exclusive 30-year master licence agreement to develop the brand in South Africa and is set to open the doors shortly. read more>>
Green Sustainability
Breeding conscious consumers at the Spier Secret Festival Conference

Ruth Cooper

It's no 'secret' that organic, free range and sustainable have been foodie buzzwords for some time now. read more>>
Hospitality
Sales to "rich and hungry" boost Famous Brands
Hungry higher-income South Africans have given Famous Brands' upmarket chains such as Tashas and Turn 'n Tender a boost‚ helping them outperform its outlets such as Wimpy and Fishaways‚ as lower-middle-income consumers grapple with rising living costs and buy fewer takeaways. read more>>
Import/Export
Transnet dumps coal terminal for now

Andiswa Maqutu

Transnet has decided to put off its plans to build a R15bn new terminal to complement the Richards Bay Coal Terminal (RBCT). read more>>
SA to host leading US food export delegation
With bilateral trade between the US and Sub-Saharan Africa topping $4.7 billion a year and US exports to the region having grown by over 200% in the past decade, US Department of Agriculture (USDA) is seeking to showcase US food products to local business and highlight trade opportunities for US businesses in Southern Africa. read more>>
Merchandising
Got a sticky problem?

Issued by Expanding Branding

Wondering where to go to get your stickers applied to on-pack product, either before it gets to store or after its on shelf? Expanding Branding offers an on-pack service where stickers can be applied pre- or post-merchandising... read more>>
Packaging
Another successful year at Propak 2014

Issued by Pyrotec

Pyrotec, a leading privately owned product identification solution specialist, was amongst the many exhibitors at this year's Propak Cape, the largest packaging, processing, printing, labelling and plastics exhibition in Africa... read more>>
ElastiTote: sampling made simple

Issued by Pyrotec

Free samples are a tried-and-tested marketing tool. In today's challenging economic environment, they are more relevant than ever, with an increasing number of shoppers on the lookout for bargains and freebies... read more>>
Regulatory
Market for counterfeit goods in Africa on the rise

Lucy Signorelli

Working with organisations such as Interpol and law enforcement agencies, law firm Adams & Adams has managed to crack various cases of counterfeiting across the African continent. read more>>
Retail Marketing
[Biz Takeouts Podcast] 111: Stretch Experiential Marketing with Mike Silver
On the last Biz Takeouts Marketing and Media Radio show, host Warren Harding spoke to Mike Silver from Stretch Experiential... read more>>
Get your race on with Richelieu
Intended for quick entertainment, the Richelieu Le Concourse Experience game can be played on mobile phones, tablets and desktop computers and consists of a racing car... read more>>
Ho ho ho! It's off the shelf we go!

Issued by Expanding Branding

Expanding Branding is offering new and existing clients discounted promoter rates for the end-of-year rush leading up to Christmas, making it really easy and affordable for most brands, even if they have never used promoters before... read more>>
Retail Services
New app allows customers to endorse favourite brands
Accolades, a new app from Ovations Group and Thought Faqtory was built to reward engaged customers with specials, loyalty points and convenient mobile payments in retail environments. read more>>
No more queues with pre-paid parking card
The Bedford Centre's new electronic parking card is an effective time saver, as cardholders no longer need to queue to pay for parking. read more>>
Retailers
International shoe brand showcases local production
In response to the government's call to assist in growing the economy, Percy Mphaho, entrepreneur and former manager of 800m South African athletic champion Caster Semenya, has partnered with global shoe manufacturing brand, Calvano. read more>>
Shoprite's strong results despite consumer cut backs
While consumers tighten their belts as living costs steadily rise, personal debts remain high and jobs are in short supply, Shoprite's turnover rose by 12.3% in the quarter to September. read more>>
Shipping & Transport
Upgrading of transport infrastructure a major challenge
After decades of underinvestment in maintenance and development of South Africa's road and rail networks, the country is in a process of revitalising its transport networks that will see the country set itself up as a transport hub for Southern Africa. read more>>
International
Truth in polls - study reveals world's trust in research
The demand for trust and loyalty is growing from citizens globally, yet trust levels are diminishing, so international market researchers conducted the ultimate survey, asking whether polls can be trusted. read more>>
LIA 2014 winners announced
LONDON, UK: The winners of the 2014 LIAs are announced today. The results are posted online and can be accessed on the LIA website. read more>>
NY Times narrows loss, sees progress in digital
NEW YORK, US: The New York Times Co says it has narrowed its losses from the same period a year ago, while touting progress in its transition to a digital news operation. read more>>
Euronews Campus growing recognition at renowned European universities
LYON, FRANCE: The Euronews programme for students is now reaching 15 prestigious educational institutions around the world. read more>>
Samsung's profits plunge to three-year low
SEOUL, SOUTH KOREA: Samsung reported its smallest quarterly profit in nearly three years as its key smartphone business faltered under competition from Apple's iPhone 6 and Chinese handset manufacturers in an increasingly saturated market. read more>>
Toshiba's profits of ¥30,8bn in six months
TOKYO, JAPAN: Toshiba said its half-year net profit rose by about 43% from a year ago, largely owing to a weak yen and strong sales in its infrastructure business. read more>>
Fujitsu's profits up by 31,5%
TOKYO, JAPAN: Fujitsu said its half-year net profit jumped by nearly a third on rising IT investments among Japanese firms, but a recent economic downturn took a toll on results in the September quarter. read more>>
Online dating services uses fake profiles
WASHINGTON, USA: A British-based online dating service admitted to US regulators that it created fake, computer-generated profiles to lure users into upgraded memberships. read more>>
Warning of major hacking attack on the USA
WASHINGTON, USA: Cyber attacks might be taking a toll now, but just wait: a survey of experts says things are likely to get even worse in the US over the next decade. read more>>
Booker Prize winning novelist 'ashamed to be Australian'
SYDNEY, AUSTRALIA: Booker Prize winning novelist Richard Flanagan said he was "ashamed to be Australian" during a scathing attack on the environmental policies of his home nation. read more>>
Vodafone probing 'tax fraud' at Spanish unit Ono
MADRID, SPAIN/LONDON, UK: Mobile phone giant Vodafone said on Monday it was investigating allegations of tax fraud at its recently acquired Spanish unit Ono. read more>>
EU denounces Hungary's internet tax as "bad"
BRUSSELS, BELGIUM: The European Union (EU) denounced Hungary's plan for an internet tax as a new threat to political freedom in the country and also a threat to broader EU economic growth. read more>>
Alibaba creates Alitrip for online travel arrangements
SHANGHAI, CHINA: Chinese e-commerce company Alibaba, which completed the world's biggest stock offering last month, is tapping into the country's growing online travel business with an independent platform, know as Alitrip. read more>>
Time spent on Twitter falls prompting share price drop
SAN FRANCISCO, USA: Shares in Twitter sank more than 12% this week as disappointing user numbers overshadowed a doubling of income in its third quarter and sparked several analyst downgrades. read more>>
Amazon's Fire Stick streams Netflix, Hulu and others
NEW YORK, USA: Amazon has unveiled a new media stick allowing users to stream content to television sets, challenging Google's Chromecast device released last year. read more>>
IBM offers analytics platform for Ebola fight
WASHINGTON, US: IBM has announced it will offer its analytics platform and other technology for use in African countries affected by the Ebola outbreak. read more>>
Credit card hacking is US's top crime fear
WASHINGTON, USA: Credit card hacking is the number one crime on Americans' worry list, far above being mugged or murdered, according to a Gallup survey released this week. read more>>
A $50 price cut for Xbox consoles without Kinect
SAN FRANCISCO, USA: Microsoft announced it is temporarily trimming the price of its Xbox One video game consoles in the United States by $50 in a move aimed at boosting holiday season sales. read more>>
Still time to enter 2015 Automobile Advertising of the Year
More International
Government
Labour Appeal Court almost doubles judgments

Professor Paul Benjamin

This year the big question in labour law has been when the Labour Relations Act (LRA) Amendments will come into effect. read more>>
Silo collapse results in load shedding across SA

More Matshediso

Power utility Eskom said there'd be load shedding across South Africa from this Sunday. Wednesday evening and the whole of Thursday are marked as high risk for power cuts. read more>>
More calls for citizens to "mobilise against crime"
Police Minister Nkosinathi Nhleko has called on all South Africans to join hands with the police in the fight against crime. read more>>
NYDA welcomes age restrictions on free housing
The National Youth Development Agency (NYDA) has welcomed the age restriction of 35 set by the Human Settlements Minister Lindiwe Sisulu for access to free public housing. read more>>
SA government 'notes' ratings downgrade by Japan
Government says it has taken note of the decision by Japanese based credit rating agency Ratings and Investment Information Inc (R&I) to downgrade South Africa's foreign and domestic currency ratings to "BBB+" and "A-" respectively. read more>>
Eskom's warning to reduce power consumption this week
South Africa's electricity supply is expected to remain constrained for the rest of this week because various technical issues are being experienced at some power stations, says Eskom. read more>>
Crash survivors get R22.2bn from RAF
The Road Accident Fund (RAF) paid a record R22.2bn to people who survived vehicle accidents in the 2013/14 financial year. read more>>
NRCS destroys 1bn non-compliant plastic bags

More Matshediso

The National Regulator for Compulsory Specifications (NRCS) says manufacturers and retailers who do not comply with the revised compulsory specifications for plastic carrier bags and flat bags, will be charged. read more>>
The rise of South African-Angolan relations

Shamin Chibba

Brand South Africa's dialogue on "Active Citizenship in Building Competitive African Nation Brands", to be held this Friday, 31 October, is focusing on South African-Angolan relations in particular. read more>>
Masina appeals to investors to comply with BEE
Trade and Industry Deputy Minister Mzwandile Masina has invited Chinese business to invest in South Africa, but when doing so to embrace the country's Broad-Based Black Economic Empowerment (BEE) policy. read more>>
HIV prevention's research remains high on SA agenda
Science and Technology Minister Naledi Pandor says research into the prevention of HIV is at the centre of government's strategy aimed at ending the epidemic that has ravaged world communities for years. read more>>
What's happening at Mandela Sport and Culture Day
Plan for this year's Nelson Mandela Sport and Culture Day on 22 November have been unveiled by Arts and Culture Minister Nathi Mthethwa. read more>>
NPA to appeal Pistorius' conviction and sentence
The National Prosecuting Authority (NPA) will appeal both the conviction and sentence imposed on Oscar Pistorius by Judge Thokozile Masipa as had been widely predicted by legal experts across the country. read more>>
Special task team will investigate Meyiwa murder
A multi-disciplinary task team has been established to investigate the fatal shooting of Orlando Pirates and Bafana Bafana captain Senzo Meyiwa, National Police Commissioner General Riah Phiyega said. read more>>
Durban to host 2016 International HIV/Aids conference
Preparations are well underway for the 2016 International HIV/Aids Conference, that will be held in Durban. The city is hosting the conference for the second time. read more>>
Change in BCEA can lead to claims against employers

Professor Paul Benjamin

Masibekela Recreational Park officially launched
More Government news
Lifestyle
Africa Fashion Awards winners announced
The winners of the annual Africa Fashion Awards have been announced at a ceremony in Melrose Arch, Joburg. read more>>
Motoring
Corolla Quest ticks the right boxes

Henrie Geyser: motoring editor

The Toyota Corolla has been one of South Africa's favourite cars for many years and when the Japanese carmaker decided to trim some fat (and rands and cents) off its previous Corolla and to rebadge it as the Corolla Quest, it struck gold because it immediately hit a bulls-eye with the penny-wise market. read more>>
More Motoring news
Travel
Hyatt ends Oubaai Golf Resort & Spa link
More Travel news
Jobs offered
Retail Brand Senior Marketing Manager - Johannesburg
Superskills ConsultingRetail brand senior marketing manager. Degree with eight+ years marketing experience; two years in a senior/head of marketing role and min five years in a retail marketing role. Read more >>



New events to diarise
Platinum Fashion Festival
North West School of Design - 8 Nov 2014 Klerksdorp

Fleet management course
TransAuto Academy - 10 Nov 2014 to 13 Nov 2014 Randburg

POPAI SA P-O-P Industry Awards 2014
POPAI SA - 13 Nov 2014 Johannesburg

Retail Congress Africa 2014
i2i Events - 18 Nov 2014 to 19 Nov 2014 Johannesburg

Claim Your Space
True Media - 23 Nov 2014 Green Point, Cape Town

MamaMagic - The Baby Expo
Exposure Marketing - 27 Nov 2014 to 30 Nov 2014 Johannesburg

Winners' Den: international business
cedric holdings - 28 Nov 2014 to 29 Nov 2014 Johannesburg

LeKap Lifestyle Fair 2014
Vivid Luxury - 6 Dec 2014 Cape Town

Richies Toy Fair
RICHIES MODEL CARS - 6 Dec 2014 to 7 Dec 2014 Johannesburg, Randburg

Stokvelex Bokone Bophirima (North West) 2015
7colors Communications - 20 Feb 2015 to 21 Feb 2015 Mafikeng

Upcoming events
Power Series Breakfast - Selling face to face - 4 Nov 2014 to 6 Nov 2014 Cape Town,Durban,Randburg
Niche TrainingBring your team or clients to a Power Series Breakfast - this month on Selling Face to Face. Presented by Richard Mulvey, international speaker and sales trainer. Read more >>


Future Pavilion Cape Town 2014 - 5 Nov 2014 to 7 Nov 2014 Cape Town
Future Pavilion Cape Town 2014 brings Portuguese Technology to South Africa in November. From interactive games and innovative retail, to health solutions and impactful design. Read more >>


Africa Oil Week Conference 2014
Global Pacific & Partners - 3 Nov 2014 to 7 Nov 2014 Cape Town

Personal stylist training
The Wardrobe Academy - 3 Nov 2014 to 8 Nov 2014 Johannesburg

Landfill engineering design & maitenance workshop
Khulile Africa Events - 5 Nov 2014 to 6 Nov 2014 Johannesburg

Trade Finance Conference 2014
Trade Conferences International - 5 Nov 2014 to 6 Nov 2014 Johannesburg

Agri-Expo Livestock 2014
Agri-Expo - 6 Nov 2014 to 8 Nov 2014 Stellenbosch

Quotes
Clive S. Lewis
"You are never too old to set another goal or to dream a new dream."
Thomas Watson
"It is better to aim at perfection and miss, than to aim at imperfection and hit it."
Mario Andretti
"Desire is the key to motivation, but it's determination and commitment to an unrelenting pursuit of your goal - a commitment to excellence - that will enable you to attain the success you seek."
Bahterawan
"I treat each project not as a threat but with respect..."
Zig Ziglar
"People do not wander around and then find themselves at the top of Mount Everest."

More quotes  Submit a Quote
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