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Keep your customers happy

The Cell C banner has caused quite a splash since it's prominent placement outside the Worldwear Shopping Centre over a week ago... and subsequently all over social media. The "little guys" have been applauding its creator ever since. Is this the beginning of the Great Consumer War? Aki Kalliatakis reckons it is, if customer service standards don't improve. Catherine Milward-Bridges says we need to take a whip to bad service if we want to avoid this kind of negative exposure. And while it's long been considered that the business world is no place for feelings, your customers would disagree. So how can you win with social customer care this festive season? Paul Roberts gives us some insight...

Shan Radcliffe, Group Head - Retail (@Biz_Retail) Image: © DOC RABE Media - Fotolia Comment online in our ed's column archive. Go mobile with apps and m.bizcommunity.com. Engage with us on Twitter, Facebook, LinkedIn and Google+. Subscribe to YouTube and via RSS. Send all your retail news and event invitations to retailnews@bizcommunity.com, exclusive opinion pieces to contributors-retail@bizcommunity.com and international news to internationalnews@bizcommunity.com. Read "How to contribute to Biz, from op-ed pieces to news".



Weekly top stories
Winning with social customer care this festive season
[Paul Roberts, Issued by Why Satisfy]

Summer is upon us and I for one am looking forward to chilling by the pool or heading out to the beach. Whilst my thoughts are firmly set on winding down, retailers and e-tailers, of course, are heading in the opposite direction...

Read more >>



The proof is in the omni-channel experience this festive season

Lynette Hundermark

As the market intensifies in the build-up to the festive season, retailers in particular, are needing to communicate more intuitively and intelligently to connected consumers...

Read more >>



Exclusivity clause makes waves again at Enterprise Development Conference

The 5th annual EDC found many entrepreneurs in the audience able to relate to a live case study regarding the subtle barriers blocking SME butchery, Braeside Meat Market, from entering a number of shopping malls...

Read more >>



Makro launches new click and collect delivery offering

Informed by the experience of companies such as Walmart-owned Asda, Makro is acquiring access to sites to enable delivery of online customer orders to conveniently located secure lockers...

Read more >>



Searching for convenience - keep retail paths simple

Jacqui Bessinger

If your business objective is to increase profit or sales, it means enticing more people into to your stores/branches and getting more people to buy your products and/or use your services...

Read more >>



Six principles for treating customers fairly

Kele Pule

When customers tell one what they want, listen to them, clarify and confirm what they are saying, acknowledge and seize the opportunity...

Read more >>



Wholesale trade sales up 5.9% y/y in September

Wholesale trade sales rose 5.9% year on year (y/y) in September‚ Statistics SA data showed today...

Read more >>



Ensure financial foresight for the festive season

With the festive season approaching, fast food franchise owners should consider marketing special offers and promotions to encourage sales...

Read more >>



Webtickets now available through Pick n Pay

Through a partnership with Webtickets, Pick n Pay now offers its customers the ability to order tickets online or by mobile and pay for them in store at any Pick n Pay nationwide...

Read more >>



Consumer trust is based on advertiser investment, not expenditure

Claudelle Naidoo

The media and marketing industry in South Africa is at a crossroads at the moment - the big question being asked from brands/spenders is "How can I get the most reach for my buck?"...

Read more >>



[MRMW] The how, why and what of best using mobile for marketing in Africa

Leigh Andrews

You can't ignore mobile as a fantastic way to reach consumers, but don't stress about the latest smartphone technology. Candice Goodman says Interactive Voice Response and Please Call Me's are 'good enough'...

Read more >>



Cashless payments - one less thing to worry about this festive season

According to recent figures by the South African Police Service (SAPS), business robberies overall increased by 13.7% in the 2013/2014 financial year, whilst the Consumer Goods Council reported that retail robberies were up 30%...

Read more >>





Brand News
Mxit Brand Index: 31 October 2014
The latest Mxit Brand Index has been released, revealing the Top 40 South African brands on Mxit on 31 October 2014... read more>>
Brewer follows trend to US premium beer

Nick Hedley

Commercial Property
Northgate Park redeveloped into A-grade office with green spaces
Northgate Island in Brooklyn, Cape Town, a former 'big box' retail development, is being redeveloped and upgraded into A-grade office space, with its own green urban park, and rebranded as Northgate Park. The redevelopment is scheduled for completion in March 2015. read more>>
CSI
Come on, have a heart - become an organ donor
Spur Foundation has taken up the challenge and has joined up with the Organ Donor Foundation for the life-changing #Save7 campaign... read more>>
CRM
Woolies and the frog that croaked
NEWSWATCH: Woolworths is in the news because of a frog a customer claims to have found in his Woolies salad, reports Times Live, which also reports Siyaya TV is finally open for business... read more>>
Feelings have no place in business? Customers would disagree
'Consumer war' on the cards if service standards do not improve
Bad customer service: Take 'A WHIP' to it

Catherine Milward-Bridges

E-commerce
What are consumers buying on mobile?
One of South Africa's fastest growing online retailers, takealot.com has revealed that nappies topped the mobile shopping list by far, with Pampers taking first place and Huggies a close second... read more>>
Realmdigital delivers e-commerce platform for Van Schaik bookseller

Issued by Realmdigital

Since going live with the new and improved website in 2011, Van Schaik Bookstores' growth in online traffic is projected at 100% growth at the end of this year, making the online store one of its fastest growing and profitable stores... read more>>
Bringing luxury online

Rory Dennis

Exhibitions & Events
YourTechLive Summit opens its floor for all consumer technology experts
Set to champion the growth and expansion of the consumer electronics market across the African continent, the YourTechLive Business Summit will run alongside the YourTechLive exhibition... read more>>
Word on the grapevine is that WineX 2014 was better than ever
Fashion, Clothing & Textiles
Sketches outpace stitches
Two weeks after SA Fashion Week (SAFW), Mercedes-Benz Fashion Week Africa (MBFW) delivered its collection of African and local designers... read more>>
FMCG
Polony in the pink as consumers boot poultry

Nick Hedley

Chicken producers have cut back on volumes over the past two years as pressure on disposable incomes and strikes have forced some consumers to switch to other proteins... read more>>
Reformulated Scottish Leader coming this December
Health & Safety
PMR Diamond Arrow status for Bidvest Steiner KZN

Issued by Bidvest Steiner

The Durban branch of hygiene solutions provider Bidvest Steiner recently scooped a coveted PMR Diamond Arrow Award... read more>>
Hospitality
Exceptional wine service from Bollinger award winner
The Bollinger Exceptional Wine Service Award, a joint initiative between Vinimark The Wine Company and The Reciprocal Wine Trading Company, has announced this year's winner, Gareth Ferreira... read more>>
Logistics
Online courier-finding service launches in SA
Regulatory
Popularity of SA wines heightens threat of fraud

Donvay Wegierski

A first at this year's Nedbank Cape Winemakers Guild Auction was the application of security foil strips to each bottle of wine on auction... read more>>
Research
[MRMW] Something fishy's going on in the mobile research realm...

Leigh Andrews

How do you make the process of participating in market research more sexy for consumers? Turn your consumer or market research respondent into a secret field agent, says Sea Harvest and TNS... read more>>
Appliance reliance - volume to grow by 4.3% globally in 2014
Retail Marketing
[Biz Takeouts Podcast] 113: Pete Case on the Gloo, Ogilvy SA merger
On the last Biz Takeouts Marketing and Media Radio show, host Warren Harding interviewed Pete Case, CEO of Gloo, and Jacqueline Lahoud from Winemag.co.za... read more>>
Southern Comfort encourages fans to #OwnYourAwesome
Retailers
Foschini appoints Thunström as chief financial officer-elect
The Foschini Group said on Monday, 10 November 2014, it has named Anthony Thunström as chief financial officer-elect with effect from 1 February 2015... read more>>
Pawn is king in a crunch

Dominic Skelton and TJ Strydom

Takeover of Beares by Lewis to save and create jobs

Amanda Visser

Retail sector leads the upside on JSE; merry Xmas could be in store

Evan Pickworth

Spar profits rise‚ helped by acquisition of Irish retailer

Fifi Peters

Security
[Mobile360] Beware mobile carriers, the media's watching you...

Leigh Andrews

Headlines about mobile malware dominate the media. If you were to believe all of them, you'd never turn on your phone. But whose responsibility it is really to educate digital and mobile citizens of fraud risks? read more>>
Supply Chain
Shift in energy sector demands new supply chain models
The global energy industry is undergoing a seismic shift, in part driven by the development of new, unconventional sources of energy... read more>>
Technology
[Mobile360] Geeks versus princess engineers

Jessica Taylor

"It was always this awkward looking guy who was tech savvy, solved a big problem and got the girl in the end ... I consider myself a geek. A geek can look like this too. A geek can wear pink dresses and can wear sparkles and be just as geeky as anybody else." - Margaret Burgraff... read more>>
International
The flying 'dirtbox' spies on mobile users
SAN FRANCISCO, US: US spies on mobile phones from the sky: report... read more>>
Aid Couture for typhoon survivors
MANILA, PHILIPPINES: P&G's Ariel and Downy brands have launched the 'Aid Couture' project that converts inappropriate fashion into life essentials for typhoon survivors... read more>>
The 2014 shortlist: Midas Awards for The World's Best Financial Advertising
NEW YORK CITY, US: The organisers of the Midas Awards for the World's Best Financial Advertising have announced the 2014 competition shortlist and South African entries are among the leaders... read more>>
Japan's NEC rolls out counterfeit-spotting technology
TOKYO, JAPAN: Japan's NEC on Monday unveiled a technology that sniffs out even the most convincing counterfeits by reading microscopic patterns on everything from a luxury purse to a metal bolt... read more>>
US village is cell phone free and loving it
Paper giant UPM slashes European paper production, cuts 550 jobs
Controversial book makes new claim about 'married' Jesus
Dodgy duchy deals: Juncker says no 'conflict of interest' over Luxembourg tax breaks
Japan's smartphone 'zombies' wreak havoc on the streets
Bidding war for Portugal Telecom heats up
Umpire chats to be aired in Australia-South Africa ODIs
Twitter to set up shop in Hong Kong
Luxembourg, Juncker under fire after global tax leaks
Obama says new rules should keep 'open internet'
Pirate Bay co-founder released from prison
More International
Government
How to build an inclusive South African economy

Sulaiman Philip

Like most of the world, South Africa's economy faces challenges. This much was agreed upon at the latest panel discussion hosted by the South African Civil Society Information Service... read more>>
Government on an ad-banning roll

Chris Moerdyk

It was entirely predictable that after a relatively trouble-free and politically safe banning of tobacco product advertising almost two decades ago, government would turn its attention to liquor, fast food and a raft of other forms of advertising... read more>>
SA urged to embrace the free-market economy
"Something I hope South Africa will accept and embrace is the fact that true entrepreneurship happens in free-market economies" said Dr Herman Mashaba, delivering his inaugural Herman Mashaba Lecture... read more>>
Departments in turf war over digital TV process

Bekezela Phakathi

Tensions are simmering between the Department of Communications and the Department of Telecommunications and Postal Services over the ownership of key state technology-related projects... read more>>
Finance Minister Nene highlights challenges facing SA
SA holds solemn reception as deceased return home
Irish president to engage with youth of Soweto
Demerit system for drivers edges closer
Auditing Act amendments propose board plays greater role in training

Linda Ensor

Government to review broadcasting policy
SAA: Claim of lifting of Kalawe's suspension 'a blatant lie'
'Back to school' call for changing coal sector
Atlantis ready to apply for SEZ status
R200m in textbook funds reallocated to salaries, school furniture
Minister hopes small firms will create jobs
State awaits investigation on Sars spying and brothel allegations
Tony Blair to be interviewed at Mining Indaba 2015
More Government news
Motoring
Sporty 86 puts a smile on your dial

Henrie Geyser: motoring editor

Want a sexy boy-racer that's affordable, a barrel of fun to drive when it grows horns but also has a gentlemanly, fuel-sipping side and a ride comfortable enough to make it a pleasant daily commuter? Well, then the Toyota 86 might just be what you are looking for. read more>>
More Motoring news
Travel
Rocktail... where the turtles gather

Brian Berkman

Rocktail Bay takes it name from a ship that was wrecked there. That wreck might have happened during a storm - the sort of storm that Noah might have encountered - the sort of storm that reminds us that nature is not necessarily benign... read more>>
Flying? Take it SLOW...

Brian Berkman

Access to airport lounges has long been the symbol of upward mobility and previously only reserved for VIPs or those who purchased premium tickets. Nowadays, however... read more>>
More Travel news
Jobs offered
Buying Manager - Ladieswear - Cape Town
Ready for a new challenge? An exciting and stimulating buying manager opportunity has become available within the Ackermans ladies business unit. Read more >>



New events to diarise
Claim Your Space
True Media - 23 Nov 2014 Green Point, Cape Town

Creative Hustle: street culture pop up
Live SA - 27 Nov 2014 Cape Town

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

Route 24 Magalies 'Countryside Classics' car show
Route 24 Pub and Grill - 30 Nov 2014 Magaliesburg

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

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

PetroForum Africa
OpenRoom Events Ltd - 2 Mar 2015 to 3 Mar 2015 Johannesburg

Wholesale Banking Conference 2014
Trade Conferences International - 11 Mar 2015 to 12 Mar 2015 Johannesburg

Gauteng Outdoor Expo
Outdoor Events and Exhibition Organisers - 29 May 2015 to 31 May 2015 Johannesburg

IFAT Environmental Technology Forum
MMI South Africa (Pty) Ltd - 15 Sep 2015 to 18 Sep 2015 Johannesburg

Upcoming events
Retail Congress Africa - 18 Nov 2014 to 19 Nov 2014 Johannesburg
The Retail Congress Africa offers a truly high level strategic retail congress specific to the Pan-African markets. Read more >>


Win with Social Customer Care this Festive Season - 21 Nov 2014 Cape Town
How Tesco have made sure they stay ahead of the social customer care rush and how Gorilla Creative Media have put their clients in the pound seat this festive season. Read more >>


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

Call Centre Excellence Summit
IQPC South Africa - 18 Nov 2014 to 20 Nov 2014 Johannesburg

Advanced carbon footprint masterclass
GCX Africa - 19 Nov 2014 to 20 Nov 2014 Cape Town

Limpopo Youth Franchise Expo
Seven Colors Communications - 19 Nov 2014 to 21 Nov 2014 Polokwane (Pietersburg)

Advanced carbon footprint masterclass
GCX Africa - 19 Nov 2014 to 20 Nov 2014 Cape Town

Quotes
Jane Fonda
"If the career you have chosen has some unexpected inconvenience, console yourself by reflecting that no career is without them."
W. Clement Stone
"Try, try, try, and keep on trying is the rule that must be followed to become an expert in anything."
Napoleon Hill
"Effort only fully releases its reward after a person refuses to quit."
Peter Drucker
"The entrepreneur always searches for change, responds to it, and exploits it as an opportunity."
Henry Ford
"Don't find fault, find a remedy."

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