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Customer service - takes two to tango

Between the Cell C banner and that frog in the salad, we've seen a lot of talk centred around customer service... or the apparent lack thereof. Dylan Balkind believes the customer service industry is trying to dance with two wrong feet in ugly shoes, while Grace Belger reckons we should stop lawyering up and just be human. Consumer Ombudsman Neville Melville, however, offers a cold dose of reality to consumers who think they've hit the jackpot upon finding hardware in their ready meal...

And retailers (as if you need the reminder), you have only 30 more shopping days to bag those Christmas sales, so what are you waiting for? Go, go, go!

Shan Radcliffe, Group Head - Retail (@Biz_Retail) Image: © englishinbsas - 123RF.com] 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
Three areas of User Experience Design you need to get right

Matthew Arnold

User Experience Design (UXD) is defined as the process of enhancing customer satisfaction and loyalty by improving the usability, ease of use and pleasure provided in the interaction between the customer and the product...

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Survey shows that inflation rate is not entirely on the up and up

The Professional Provident Society (PPS), Wits University and Professor Jannie Rossouw released the results of South Africa's first comprehensive inflation survey on 21 November 2014...

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'Made in China'... no, in Britain actually, ol' boy

According to David Dawson, CEO of the British Chamber of Business in Southern Africa (BCBSA), South Africa's appetite for Brand Britain appears insatiable...

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Acorn Agri branches out into dried fruit, nuts with Montagu partnership

Shortly after the opening of its 100th franchise in South Africa, Montagu Dried Fruit & Nuts announced the sale of a majority share to private equity enterprise Acorn Agri...

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Supplying locally with global quality

Danette Breitenbach

In the UK, the debate raging is about the end of seasonality, with many young people not knowing when the season ends for a particular produce...

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2014 POPAI SA winners

POPAI SA's 4th Annual POP Industry Awards was held at the Radisson Blu Gautrain on Thursday, 13 November 2014, in sponsorship with ZaPOP, and saw Pod Communications walk away with the Display of the Year Award...

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Reality check: What can you claim for a frog in a salad?

Neville Melville

Within minutes of reading the article about the frog found in the Woolies salad, I read a new complaint received by my office about a bolt found in a loaf of bread. The person making the complaint is seeking R35,000 in compensation...

Read more >>



Avoid lawyers and be human...

Grace Belger

There is a lesson here for Cell C (and other companies, for that matter) in the Cell C banner debacle. When you are facing a reputational crisis, the worst reaction is to be defensive; run to the lawyers and advertise...

Read more >>



Service: two wrong feet and ugly shoes

Dylan Balkind

What a swirl of service-siren crazy we've been treated to. Not the mad kind, the good kind - and finally! Because service is bollocks in South Africa and peeps be getting tired of having to lick their own...

Read more >>



Levi Strauss sets sights on black middle class

Jean Huisman

Sub-Saharan Africa is a market hungry for expressions of status, with image and brands playing a big role, says Nuholt Huisamen, South African country manager for Levi Strauss & Co...

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Innovations in aluminium packaging changes consumers' drinking habits

Innovations in the aluminium packaging of beverages in South Africa are changing consumers' drinking habits...

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Citizens benefit from sub-Saharan globalisation

DHL has released its Global Connectedness Index (GCI) 2014, which is a detailed analysis of the state of globalisation around the world...

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Banking & Finance
Sarb's decision to leave interest rate unchanged is good news for home buyers
Following yesterday's announcement by the South African Reserve Bank, rates will remain unchanged for this quarter, which means that the prime lending rate is still 9.25%... read more>>
Women to lead the future of entrepreneurship
Brand News
Tiger takes another hit on Nigerian adventure

Mark Allix

Tiger Brands' (TBS) Nigerian adventure continues to cause pain to investors. Tiger has written off even more of the value of its R1.5bn Dangote Flour Mills deal of 2012... read more>>
'Sima and Shakes'-ing up Cremora's ads - not inside, still on top?

Leigh Andrews

There comes a time when those much-loved classics start to look a little dated. Advertising's no different, with Cremora the latest in the clutch of brands to come up with an ad revival a few weeks ago... read more>>
Domino's dominates sales as largest store sells over 5000 in first week
Nou gaan ons lees... en kook!
Commercial Property
Tongaat Hulett partners with BEE consortium through Cornubia sale
The sale of Tongaat Hulett's Cornubia Business Hub was the company's first major empowerment deal in a key area in Umhlanga... read more>>
CSI
The Empty Shop empties donations into HospiceWits
Today, Sandton City and partner McCann Johannesburg celebrated The Empty Shop's success with a clothing donation handover of more than 15,000 items to HospiceWits in Parkmore... read more>>
Belvedere vodka goes (RED)
CRM
Customer Experience 2.0: The Next Chapter in Customer Experience Innovation

Issued by The Focus Group

Customer Experience World returns to Johannesburg on 10 and 11 March 2015 for its fourth year. The event will build on its previous success, bringing the same mix of excellent speakers, interactive sessions and practical next steps... read more>>
E-commerce
New e-commerce store brings the pub to the public
While many would find the launch of a company in challenging economic times daunting, three South African entrepreneurs are excited about delivering the country's first online pub accessories and novelties buying experience... read more>>
Exhibitions & Events
2014 Klink Awards winners revealed

Evan-Lee Courie

A consumer-driven competition, the Klink Awards aims not only to recognise the profound impact of wine and its production, but the exceptional achievements of the South African wine tourism industry... read more>>
Fashion, Clothing & Textiles
Young bloods flaunt their talent at Static Fashion Show

Cari Van Wyk

On 20 November 2014, the Cape Town College of Fashion Design (CTCFD) hosted the Static Fashion Show at the Young Blood Gallery, where its fashion design graduates showcased their wares... read more>>
Brimstone walks out of Rextru meeting

Marc Hasenfuss

FMCG
Über new juice 'n tea brew launches in South Africa
Über Flavour Brews are made using 100% fresh fruit juice and Rooibos sourced from the northern parts of the Western Cape. High in antioxidants, they are available in three variants... read more>>
Sauvignon Blancs welcome summer
Dieting done right with FitChef door-to-door delivery
New salt range from Marina Sea Salt
Franchising
Fundamentals of business form integral part of new franchising incubator programme
Standard Bank and Franchising Plus have collaborated to launch a unique 'Franchising Incubator' programme. The objective of the programme is to assist these businesses to develop a sound strategy for expansion... read more>>
Green Sustainability
Mpuma Waste Buy-Back Centre re-launched
The Mpuma Waste Buy-Back Centre was recently re-launched to contribute in reducing illegal dumping, promoting a cleaner environment, reducing landfill costs and more... read more>>
Hospitality
2014 Eat Out Awards winners announced
The winners of the 2014 Eat Out Mercedes-Benz Restaurant Awards, which celebrate culinary distinction and talent across South Africa, have been announced. read more>>
Chantel Dartnall, Mosaic double their honours
Packaging
Are you thinking outside the box?

Issued by Pyrotec

In order for manufacturers to stay competitive in this environment, they need to look at more innovative ways to display and change up their look and feel of the presentation labelling of products... read more>>
Regulatory
Local procurement a legal requirement: minister
The procurement of local content is not just a recommendation, it is a legal requirement for state entities, says Trade and Industry Minister Rob Davies... read more>>
Research
Retailers heading for a bleak Christmas

Adele Shevel

Christmas is unlikely to bring much cheer to retailers this year as consumers are unable to splash out as they have done before. read more>>
Retail sales growth points to improved consumer situation
September's vehicle and related retail sales figures, recently released by StatsSA, are showing signs of strengthening... read more>>
Retail
Welcome to SA's Xmas 'blight' lights, courtesy Eskom
NEWSWATCH: SA's retailers are facing a bleak festive season, due to the threat posed by Eskom blackouts, and the DA wants SABC Chair Ellen Tshabalala suspended immediately... read more>>
Retail Marketing
Email newsletters: Keep your customers informed to get repeat business

Dries Badenhorst

Email newsletters are the medium most commonly used by companies to communicate with prospective customers and current customers. The goal of this communication is to educate, inform and persuade customers to visit them again... read more>>
Corporate sponsorships and your business

Tauriq Moosa

Brands and logos of companies are everywhere at entertainment events, and even feature at events that have the capacity to change the course of history... read more>>
[Biz Takeouts Podcast] 114: Green PR and employee training strategies
Retailers
Is SA retail running out of local senior executive talent?

Stafford Thomas

Jean-Christophe Garbino's naming as Michael Mark's successor as Truworths' CE raises the question: Is SA retail running out of local senior executive talent? read more>>
Edcon aims to get more credit for customers

Zeenat Moorad

Edcon, the owner of Edgars and CNA, is still in talks to find an alternative credit provider to shoppers, a move that will allow the retail group to grow sales in a tough cycle, when its rivals are curbing credit extension due to high levels of consumer debt. read more>>
KitchenAid showroom launched in partnership with Reuben Riffel
Mr Price H1 retail sales up
Technology
USSD, a knockout for mobile in Africa =O

Issued by Mobitainment

USSD, a South African-born marketing technology, has proved to be a "knockout" for marketers in Africa, especially for Boxer Superstores, SA's well-known grocery store servicing low to mid income shoppers, which created the Boxer Super Shopper Show... read more>>
International
How to determine if there is a market for your business

Caitlin Stewart, via Ashlan Bonnell

WASHINGTON, DC, US: Knowing whether or not your product is something that will sell is one of the biggest questions in marketing... read more>>
Monitor emotional imprint of customer experience to manage customer loyalty
NUREMBURG, GERMANY: GfK is promoting a major new approach that addresses the acknowledged gap between customer satisfaction and customer loyalty... read more>>
How to make your first e-commerce sale
NEW YORK CITY, US: With Cyber Monday just around the corner, many established online businesses are looking forward to the huge spike in sales... read more>>
Britons to spend £86bn this Christmas

Published by Verdict

LONDON, UK: Report from Verdict and SAS UK finds that Britons will be spending more than they did last year... read more>>
South Africa wins Meffy Award for GoMetro
Amazon offers Washington Post app on Kindle
Heineken wins 2015 Creative Marketer of the Year
New York Festivals International Television & Film Awards 2015: New category... movie trailers
Enter Festival of Media Asia Pacific
Digital excellence honoured with Asian Digital Media Awards
Global Awards World's Best Healthcare & Wellness Advertising: 2014 Award Winners
TVA buys 15 Canadian magazines from Transcontinental
Samsung Developer Conference unveils future
More International
Government
Minister intervenes in SAA debacle

Carol Paton

Public Enterprises Minister Lynne Brown said on Thursday, 20 November, that she had intervened in the impasse between chief executive of SAA Monwabisi Kalawe and the board of SAA‚ to ensure "a fair process" to resolve the matter... read more>>
Put pedal to the metal or stall, Ford boss warns SA

Brendan Peacock

A week after professional services firm EY warned that South Africa needed to quicken its alignment with trading blocs in Africa to benefit from investment interest, Ford Motor Company South Africa CEO Jeffrey Nemeth and US under-secretary for economic growth, energy and the environment Catherine Novelli reiterated that competitor trading bloc development around the world was accelerating... read more>>
Repo rate unchanged at 5.75%
The repo rate will remain unchanged at 5.75%, new Reserve Bank Governor Lesetja Kganyago said on Thursday... read more>>
CPA not applicable to majority of residential property sales

Chantelle Gladwin

Since the promulgation of the CPA on 1 April 2011 there has been debate as to whether the voetstoots clause is permitted by the CPA... read more>>
Transport department pledges not to bar Emirates from SA skies

Carol Paton

Deputy Minister and Dignity Dreams #unite4mandela in support of schoolgirls' education
Public Protector backs law fraternity's call for public procurement revamp
Sunday Times journalists arrested
PetroSA boss storms newspaper... gets ejected
MPs more free in the street than in Parliament

Anton Harber

Products with performance fees will not qualify as tax-free savings accounts: Treasury
Intimidation of informers by managers 'a problem'
Addressing the national energy crisis

Sindy Peters

No decision on legal rhino horn trade
Active citizenship and its role in changing the South African brand reality

Miller Matola

Tax Statistics bulletin reveals areas of growing concern
JCSE ICT skills survey reveals SA's critical skills gap
New ports boss wants to boost efficiency

Cindy Preller

SA tastes own medicine in protecting SAA

Andiswa Maqutu

NECT clarifies its role in "fixing" education
Bekkersdal sewer network system to be upgraded
SABC hiring practices need to change

Kate Skinner

More Government news
Motoring
Classiest Estate on the market

Henrie Geyser: motoring editor

Mercedes-Benz has expanded its hugely popular C-Class sedan range with the addition of three new Estate models that are even more practical, spacious and frugal than the outgoing models and most other vehicles in this segment. read more>>
More Motoring news
Travel
Rocktail: Where the blue planet comes to life

Brian Berkman

There is something about the quiet of being under the water that soothes my soul and my Rocktail experience did just that... and ushered me into a whole new world... read more>>
Suncoast Towers... where your chef's on call

Brian Berkman

Not all keys are equal. Those that have the Golden Keys, better known as Les Clefs d'Or, can unlock experiences you didn't even know you wanted... 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 >>

Decor Sales Consultants - Johannesburg
Exciting opportunity in decor sales with SA's leading company. Start your new year in style! We need passion and a good understanding of our brand. Fantastic earning potential. Read more >>



New events to diarise
Cyber Law and Security Conference 2014
Alpha Omega Events - 2 Dec 2014 to 3 Dec 2014 Johannesburg

Body Mapping
B Style Media - 3 Dec 2014 Johannesburg

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

The Oyster Box Hotel Bridal Fair
SA Bridal Fairs - 7 Dec 2014 Umhlanga

Retail Banking Digitalisation Conference 2015
Trade Conferences International - 4 Feb 2015 to 5 Feb 2015 Johannesburg

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

Wholesale Banking Conference 2014
Trade Conferences International - 25 Feb 2015 to 26 Feb 2015 Johannesburg

Retail World Africa 2015
Terrapinn Ltd - 10 Mar 2015 to 11 Mar 2015 Johannesburg

Renewables & Energy Forum South Africa Conference
REFSA CONFERENCE - 5 May 2015 Johannesburg

18th Kenya International Trade Exhibition
Expogroup - 7 May 2015 to 9 May 2015 Nairobi

Upcoming events
Basic to intermediate SEO programme
Blue Magnet Digital Academy - 24 Nov 2014 to 27 Nov 2014 Johannesburg

Spoilt Hair and Beauty Salon Summer Style Event
Spoilt Hair & Beauty Salon - 26 Nov 2014 Cape Town

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

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

Information session
Greencape - 27 Nov 2014 Atlantis

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

Durban Wedding Weekend
Bride&co Durban - 29 Nov 2014 to 30 Nov 2014 Durban

Quotes
Morgan Freeman
"As you grow in this business, you learn how to do more with less."
Aristotle Onassis
"To succeed in business it is necessary to make others see things as you see them."
Harvey Mackay
"To me, job titles don't matter. Everyone is in sales. It's the only way we stay in business."
Richard Branson
"Business opportunities are like buses, there's always another one coming."
John Ray
"Industry is fortune's right hand, and frugality its left."

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