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Retail

All about the experience

Retail sales for January came in lower than expected last week at only a 1.7% increase year-on-year, while January's wholesale trade sales dropped by a huge 7% year-on-year.

So what can we do to improve processes and increase sales going forward? The annual Barloworld Logistics' supplychainforesight report has revealed the inability of organisations to anticipate major market shifts and adapt accordingly.

Riaaz Jeena points out that the difference between a repeat-buy and goodbye is a positive customer experience; Shailendra Singh shows us that customer experience is a journey, not a destination; and Scott Cundill tells us that no communication is the death of CRM.

Have a great week!

Shan Radcliffe, Group Head - Retail (@Biz_Retail)
Image: © Kirill Kedrinski - Fotolia.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
Change of season brings a change of sales

Retailers know that seasonal change gets consumers into their stores and if the shift in seasons is managed correctly, it can help drive sales throughout the year...

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Embrace change - new report highlights need to adapt

Barloworld Logistics' 12th annual supplychainforesight report has drawn attention to the rapid pace of change that is transforming businesses at every level...

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First ever Chairman for FASA

For the first time in its 36-year history, the Franchise Association of South Africa (FASA) has appointed one of its franchisee members, John Baladakis a Pick n Pay franchisee, as Chairman for 2015...

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Car-shopping tips when going off-road to online

No matter what they are buying online, internet users are cautioned to be vigilant. Online shoppers are exposed to a number of threats, from simple malware designed to steal personal information from their computers, to advanced online scams...

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Develop a direct line with the world's fastest growing middle class

Communicating with Africa's one billion consumers can be a challenge due to the various cultures, political situations and language barriers that exist...

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Viva e-revolution

A recent study conducted in South Africa by Ipsos, a global market research company, on behalf of PayPal and FNB, shows a growing interest by South African internet users to shop online...

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No communication = death to CRM

Scott Cundill

Let's face it, CRM is now a buzzword and the space has become cluttered and somewhat over-traded. For CRM to make it to the plateau of productivity, it needs to be properly integrated into customer communication...

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Food Hospitality World Africa opens 2nd annual expo in May

Food Hospitality World Africa (FHWA), the African food and hospitality industry's premier business networking conference and exhibition, takes place at the CTICC from 20-22 May 2015...

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Positive customer experience - difference between repeat-buy and goodbye

Riaaz Jeena

South Africa's business leaders have begun to realise the exponential costs of losing a customer, and the costs associated with trying to get that customer back. Intelligent Business Operations (IBO) is the global answer...

Read more >>



Wholesale trade sales down 7% y/y in January

Wholesale trade sales decreased by 7% year on year (y/y) in January 2015‚ Statistics SA data showed on Thursday, 19 March 2015...

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Some food for thought on the future of food

Dawie Maree

Currently many 'what if' questions are being asked about food, the economy and unemployment. What if there is not enough maize? What if we have another drought next year? What if...?

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SA January retail trade sales up 1.7% y/y

Colleen Goko

Retail trade sales slowed more sharply than expected in January 2015 compared with a year ago‚ Statistics SA data showed on Wednesday, 18 March 2015...

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Customer experience - sale is a journey, not a destination

Shailendra Singh

Many organisations have become exceptionally good at creating excellent individual engagements and interactions with their customers. However, in today's socially connected, 'always-on' world, the customer experience is no longer about isolated incidents alone...

Read more >>



Gareth Ackerman, Therese Gearhart as co-chairs of CGCSA

Pick n Pay Chairman, Gareth Ackerman and Therese Gearhart, President of the Southern Africa business unit of the Coca-Cola Company are the new co-chairs of the Consumer Goods Council of SA (CGCSA). They took over as of 1 March 2015.

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Evolving from multi-channel to true omni-channel experiences

Lynette Hundermark

The term omni-channel is on everyone's lips today - across all sectors - yet no brand in South Africa has managed to execute on a true omni-channel strategy...

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Brand News
Clover H1 HEPS jumps 41.3% to R199.3m
Clover Industries has delivered a 41.3% increase in half-year earnings to R199.3m after it increased selling prices... read more>>
Commercial Property
How the CPA applies to commercial property rentals
As far as commercial property rentals are concerned, there's a misconception that the Consumer Protection Act (CPA) does not apply... read more>>
Sun International bids 9.4bn for Peermont

Marc Hasenfuss

Vukile takeover leads to credit rating hike

Alistair Anderson

Thaba Mall opening is talk of Thabazimbi
Attacq H1 HEPS 15c per share from 12.6c loss

Issued by I-Net Bridge

Attacq's momentum likely to slow, say valuers

Alistair Anderson

CSI
Give Wola Nani a helping hand at its book sale
Nederburg never neglects the needy
SchoolMedia and adidas roll out soccer goal initiative
CRM
Is your call centre doing justice to your brand?

Jed Hewson

As we move further into the world of e-commerce, e-education,e-administration and even e-society, first (and second and third) impressions are increasingly made not by your sales team... read more>>
E-commerce
Mobile gifting movement gets a local boost with Gift It

Leigh Andrews

'Gifting' has become a verb, and mobile's not just a media channel - it's the media channel, as people have their handsets with them all day, every day. Take advantage of this by embracing the new mobile gifting trend, with services like Gift It... read more>>
Exhibitions & Events
Cape Wine 2015 industry support reaching unimagined heights
Exhibition space for Cape Wine 2015 has been almost fully subscribed six months ahead of the 15-17 September event, says Wines of South Africa (WOSA) CEO Siobhan Thompson... read more>>
Tally forth for Cool Wine and Country
Seven years on, customers still feel buzz of FoodBiz
Fashion, Clothing & Textiles
SA's up-and-coming wool and mohair producers contribute R282m to GDP
Emerging farmers from historically disadvantaged, rural communities are making significant contributions to South African wool and mohair production and global exports... read more>>
FMCG
The evolution of air fresheners to rare scents

Stephen Sandmann

Fragrances have been used over many centuries to freshen the air and mask odours. The ancient Egyptians were famous for using natural ingredients such as musk to scent their tombs... read more>>
National Breakfast Month sheds light on the power of breakfast
Franchising
Tiger Wheel & Tyre to sponsor broadcast of 2015 Formula 1 season

Issued by Tiger Wheel & Tyre

South African Formula 1 fans once again have Tiger Wheel & Tyre to thank for sponsoring the broadcast of their favourite motor racing sport on DStv's SuperSport channels... read more>>
Green Sustainability
How the energy crisis impacts on food security in SA

Tatjana von Bormann

In 2008, scores of South Africans responded in angry disbelief to calls to switch off their lights for an hour in WWF's annual Earth Hour campaign... read more>>
Hospitality
The Great Steakhunt returns in April
The Wolftrap Steakhouse Championships is again hunting down South Africa's greatest steakhouse to find its national champion for 2015... read more>>
In-store Media
Simple yet clever new electronic shelf label tech is solving top retail issues

Issued by XON Retail Solutions

The simple electronic shelf label (ESL) has been improved and several South African retailers are already investigating its new-found potential... read more>>
Packaging
Job cuts may result from Coca-Cola merger
The creation of Africa's biggest Coca-Cola bottling company, which brewer SABMiller will have a majority stake in, could result in up to 387 head office job cuts but no lower-level retrenchments are planned, says SABMiller's South African unit. read more>>
The challenges faced by the agrochemical industry

Issued by Pyrotec

Whether the products are pesticides or garden-care, agrochemical labels play a vital role in communicating important information and come with a stringent set of legal requirements... read more>>
Two-a-Day invests in new packaging, packing lines and DCA storage
Regulatory
Debt prescription claims will reduce with Credit Amendment Act
Amendments to the National Credit Act (NCA), gazetted on Friday 13 March 2015, will make it impossible for unscrupulous debt collectors to collect debt that has prescribed (expired)... read more>>
Research
Motor trade sales decreased by 2.3% y/y in January
Motor trade sales (measured in nominal terms and current prices) decreased by 2.3% year on year (y/y) in January 2015‚ Statistics SA reported on Thursday, 19 March 2015... read more>>
Retail Marketing
The first in-store promotion for the Goodnight relaxation drink

Issued by Student Brands

The outcome of the first in-store promotion run by Goodnight SA over two days at the Lyttleton Superspar in Gauteng was phenomenal as the promoters managed to sell a total of a 144 units... read more>>
Retailers
Moving up and onwards for Metro Namibia
Metro Namibia, purchased by Botswana Stock Exchange listed Sefalana Group, in 2014, will relaunch its brand identity in its 12 stores with new exterior signage, revamped branding, a renewed commitment to its existing customers... read more>>
Homechoice FY HEPS up 15%
Supply Chain
Getting African supply chains moving
'The Pulse of Africa's Supply Chains' is the theme for this year's SAPICS 2015 conference, which will be taking place from 31 May - 2 June at Sun City... read more>>
Something foul is afoot with the Cape bees
Clover races to meet demand for yoghurt

Nick Hedley

Training
Unilever calls future leaders to graduate programme
Applications are open for Unilever South Africa's Future Leaders Programme (UFLP) and the Unilever Leaders Internship Programme (ULIP) for eligible final year university students and pen-ultimate students respectively... read more>>
International
Winners of 2015 AME Awards World's Best Advertising & Marketing Effectiveness
NEW YORK, US: The 2015 international AME Grand Jury, comprised of interactive and multidisciplinary marketers, planners and creatives... read more>>
Facebook rolling out payments to friends in Messenger
WASHINGTON, US: Facebook announced on Tuesday it was launching a system to send money to friends for US customers using its Messenger mobile app... read more>>
Windows 10 coming in 190 countries, 111 languages
WASHINGTON, US: Microsoft says its new Windows 10 operating system will be coming "this summer" in 190 countries and 111 languages... read more>>
Reuters websites blocked in China
Second LionHeart goes to former VP, Al Gore
Europe's rights body raps France for blocking jihad sites
Clarkson kerfuffle shifts into Top Gear

Leigh Andrews

Americans eye ways to skirt online snooping: survey
Matt Eastwood, John Mescall are LIA 2015 Jury Presidents
"No" to enterprise mobility; two conflicting forces...

Chirag Shivalker

The Gunn Report honours the very best of advertising 2014 with book and showreel
German TV says no sign Varoufakis middle-finger video is fake
TV regulator relaxes minimum Canadian content rule
Merkel urges closer tech ties with rising IT giant China
Medical transcription services for cardiologists and accurate records

Ritesh Sanghani

More International
Africa
Richard Edet appointed Country Senior Officer for Alcatel-Lucent in Nigeria
Alcatel-Lucent announced the appointment of Richard Edet, effective today, as Country Senior Officer and managing director for Nigeria... read more>>
Merck supports schistosomiasis education in Mozambique
Strathmore University launches region's first masters of science information systems security course
More Africa
Government news
Entrepreneurial tender network welcomes proposed government e-tender portal
The announcement of a new government e-tender portal in last month's Budget Speech, has been welcomed by Opentenders.com, a platform that connects entrepreneurs with procurement opportunities... read more>>
Eskom confirms price increase
Eskom has confirmed that a price increase will be implemented on 1 April 2015... read more>>
Bhisho juices R21m in citrus exports

Deneesha Pillay

The Eastern Cape's citrus industry has received a R21-million boost for exports from the Fort Beaufort and Peddie region... read more>>
Fuel tax not so high after all
Even after finance minister Nhlanhla Nene slapped motorists with a huge tax bill, filling up at local petrol stations is cheaper here than in most other countries... read more>>
SARS advisory committee announced
Denel signs MoU with Aviation Co-ordination Services
Law protects HIV-positive employees

Fadia Arnold

Minister welcomes vice-chancellor's stance on Rhodes statue
Blade is out for Rhodes
Light at the end of the tunnel for Eskom
Education gets largest slice of Mpuma budget
R2K: Parliament needs to rein in its rogue secret committee!
DA requests parliamentary inquiry into Hope Zinde allegations
Jamming was to stop drones, says Mahlobo
Minister Chabane's funeral set for Saturday
Gauteng aims to resolve service delivery issues
SME survey sheds light on job creation
More Government news
Lifestyle
Elegant Italian at Peddlar's Volaré

Ruth Cooper

Volaré means 'to fly or soar' in Italian and I suppose that is exactly what Chef Brad Ball's aim was when he came on board to revamp the previous, somewhat dingy, restaurant at the recently rebranded Peddlars & Co. read more>>
Motoring news
Infiniti has Germans in its sights

Henrie Geyser: motoring editor

Nissan is one of the "other" brands running flat-out to catch up to the world-dominating German smart sedan threesome - and with its new seven-model Q50 Infiniti range, it has certainly narrowed the gap... read more>>
More Motoring news
Travel news
Road Tripping Namibia

Henrie Geyser: motoring editor

Road Tripping Namibia, by Fiona McIntosh, Shaen Adey, Willie Olivier, Ron Swilling, Katy Sharpe and Nick Buys, will open your eyes to Namibia... read more>>
More Travel news
Jobs offered
Area Manager - Speciality Pet Retail - Cape Town, Johannesburg
Absolute Pets is looking to hire seasoned retailers as area managers in Gauteng and Cape Town. Must manage the day to day operations and financial performance of multiple stores. Read more >>



New events to diarise
Renewable Energy Festival 2015
Renewable Energy Festival - 28 Mar 2015, Cape Town

Wool Week Cape Town 2015
Cape Wools SA - 7 Apr 2015 to 12 Apr 2015, Cape Town

Supply Chain and Logistics Summit
Knowledge Integration Web (Pty) Ltd - 16 Apr 2015 to 17 Apr 2015, Johannesburg

Startup Picnic Johannesburg
Startup Picnic - 25 Apr 2015, Johannesburg

Bridal Fair at Radisson Blu Hotel
SA Bridal Fairs - 10 May 2015, Cape Town

Executive Think Tank 2015
nlighten - 14 May 2015, Johannesburg

Mobile Business Seminar
Knowledge Integration Web (Pty) Ltd - 28 May 2015, Windhoek

E-Commerce Law and Security Conference 2015
Alpha Omega Events - 3 Jun 2015 to 4 Jun 2015, Johannesburg

5th Telecom CEM, CRM and Loyalty Summit
Fexton Conferences - 17 Aug 2015 to 18 Aug 2015, Johannesburg

SAESI 2015 Conference Exhibition & Training Events
IMD Conferences Exhibition Workshops (PTY) LTD - 1 Nov 2015 to 6 Nov 2015, Johannesburg

Upcoming events
Capacity Building for PPP Projects
Neoedge - 24 Mar 2015 to 27 Mar 2015, Johannesburg

Fossil Fuel Foundation: Electricity Conference
RCA Conference Organisers - 25 Mar 2015, Johannesburg

Banking Channel Convergence Conference 2015
Trade Conferences International - 25 Mar 2015 to 26 Mar 2015, Johannesburg

Wear SA - 'Fashioning the Future' workshop
espAFRIKA - 25 Mar 2015, Cape Town

Water loss and pressure management workshop 2015
Ikhono Cosulting and Training - 26 Mar 2015 to 27 Mar 2015, Johannesburg

South African Eco Film Festival
While You Were Sleeping - 26 Mar 2015 to 2 Apr 2015, Cape Town, Pretoria, Johannesburg, East London

#GetFunded
MyStartUpedge - 30 Mar 2015, Johannesburg

Quotes
Belva Rae Staples
"You'll never get anything done by sitting on your hands or by wringing them. Try getting them dirty for a change and you'll be surprised by how much you can accomplish."
Aaron B. Powell
"Our shortcomings drive us, motivate us - to work harder or realise another purpose/talent."
Alcurtis Turner
"Hard work makes you feel good because you have accomplished something."
Noel DeJesus
"Failure is the ultimate motivator, the supreme teacher, and the definitive guarantee of life. Failure is what makes success so addictive."
Yvonne Pierre
"You can't expect to reap a harvest that you're not willing to plant."

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