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All about customer experience This week Amanda Stops, CEO of the South African Council of Shopping Centres, discusses four universal trends that are driving retail across the globe, namely customer experience, technology, adapting to change and leadership. Loyalty is another common theme, according to a new research report by GI Insight, which looks at how loyalty schemes can have a powerful impact on the outlook and actions of consumers in the age of big data. BMi Research CEO Gareth Pearson says that combined with big data, loyalty programmes have the potential to provide customers with a non-genetic value proposition that resonates with them personally. While Krystal Schär, strategic planner at FCB Cape Town, makes a thought-provoking statement: "Loyalty should be seen as a consequence of brand building, not purely as a marketing objective." It should be the result of a satisfying consumer experience, she says. Moreover, Jed Hewson, director of 1Stream, explains why e-commerce companies need to reassess the 'traditional' call centre. Keeping things fresh, Kauai has unveiled a new concept store at The Zone @ Rosebank - to be rolled out countrywide - with a new CI, a new store look and feel, and a new customisable menu designed to give customers a 'nutritional theatre' experience. For more info on the subject, register for the 4th annual CEM Africa Summit to be held at the Westin, Cape Town on 22 and 23 July. Jessica Taylor, Group Editor (@Biz_Retail)
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|  | Kauai has unveiled a new concept store at The Zone @ Rosebank with a new CI, a new store look and feel, and a new menu designed to give customers a 'nutritional theatre' experience... read more>>
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NEW YORK - Procter & Gamble (P&G) plans to sell 43 beauty and fragrance brands to Coty in a deal valuing the assets at about US$12.5 billion, the companies announced Thursday... Read more >> | South Africa's top-performing brand on Facebook is Jameson Irish Whiskey, followed by credit card Visa, while Edgars ranks third... Read more >> | Some of South Africa's most promising new designers will reveal their Spring/Summer collections at the Mercedes-Benz Fashion Week Cape Town, which will be held from 30 July to 1 August 2015 at the V&A Waterfront's Watershed and North Wharf... Read more >> | Krystal Schär Much has been said about customer loyalty, but with businesses investing vast operational capacities and extensive resources to build and bring these programmes to market, we have to ask ourselves if customers are more satisfied as a result... Read more >> | While online stores can beat out their brick-and-mortar competitors on price, gaining a competitive edge over other online merchants has become about excellence in customer experience... Read more >> | Retail has become a stage for change, innovation and disruption. It has also become an increasingly global business as every corner of the world joins the market of our global village - and South Africa is no exception... Read more >> | New research from GI Insight shows that gaining customer insight through loyalty schemes is a powerful way of building stronger buyer relationships and that the vast majority of consumers see real value in these programmes... Read more >> | Unilever has put some definition and measurement behind what it calls 'sustainable living brands'.. Read more >> | Gareth Pearson As a strategic direct marketing tool, advanced analytics has the power to revolutionise the South African retail sector. It enables retailers to connect with their customers personally like never before, actively to influence purchase behaviour and drive sales, and to deliver the kind of value that will keep these customers coming back for more... Read more >> |
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 | In tough times, credit lenders face increased risk, having a negative impact on profitability. To meet the market's need for improved risk management... read more>> | | Issued by INET BFA | | |
 | More investors are likely to place Accelerate Property Fund on their buying lists after the company finally acquired the rights to add another 90000m² to Fourways Mall... read more>> | |  | Alistair Anderson AMDEC, the main shareholder of premium mixed-use development Melrose Arch, has plans to nearly triple the precinct's size over five to eight years... read more>> | | |
 | Research shows that, in South Africa, most impoverished girls miss up to 50 days of school annually due to menstrual hygiene-related challenges. For the past eight years Procter & Gamble has successfully run the Always Keeping Girls in School initiative, which aims to... read more>> | |  | The Cape Leopard Trust Fundraiser is to be held on Saturday, 15 August, 2015, at the Leopard's Leap Family Vineyards, Franschhoek. The luncheon will be hosted by Master of Ceremonies Elana Afrika-Bredenkamp, a returning host, and Africa Melane... read more>> | | |
 | Staff from Peninsula Beverages, the local bottler of The Coca-Cola Company products, have recently visited more than 15,000 shop owners and managers to thank them for their ongoing loyalty and support... read more>> | | |
 | If you want to crack a classic retro look, consider going to a vintage auction, where you'll often find one-of-a-kind pieces from top designers. Buying into the trend, auction house Stephan Welz & Co launches a vintage fashion department today with a sale of covetable pieces... read more>> | | |
 | The 2008 vintage of Nederburg's sweet wine, Eminence, was the only South African entry to make it into the Muscat du Monde Top Ten wines for 2015... read more>> | |  | KWV won the Best Brandy & Cognac Producer in the world title earlier this week at the 2015 International Spirit Challenge (ISC) function in London. It was the first time in the ISC's 20-year history that a brandy that is not a cognac has won... read more>> | |  | Leeuwenkuil Cinsault 2014, produced from old dryland bushvine vineyards in the Swartland, was awarded the trophy for Best Niche Red Variety at the 2015 Old Mutual Trophy Wine Show... read more>> | | | | |
 | What is good for your body is good for your skin, is a simple and clear philosophy that dates back centuries, and is an ethos adopted by the new South African brand Ordinary Skincare... read more>> | |  | Dora Marinova and Talia Raphaely Climate change is the greatest challenge to human health, according to the recent Lancet Commission report which calls for action to protect the global population. There is however one crucial issue the report fails to address: meat... read more>> | | |
 | Mount Vernon wine estate near Klapmuts in the Western Cape has launched its Rhino Tears wines which are available for purchase through a newly launched e-commerce site Rhinotears.co.za... read more>> | | |
 | Constance Nyambayo Since 2000, the sub-Saharan African (SSA) economy has more than trebled in size. Despite some challenges, the region is expected to maintain... read more>> | |  | Manufacturing production fell for the second consecutive month as business activity remained under pressure... read more>> | |  | Mark Allix PPC is spending $200m on expanding its production facilities in Zimbabwe by 2020 as the nation's cement market evolves from... read more>> | |  | Issued by Pyrotec At Pyrotec PackMark, we have affordable labelling solutions to suit a wide variety of manufacturers, including SMMEs with small production runs... read more>> | | |
 | The Constantia Flexibles Group is acquiring the Durban-based flexible packaging company Afripack. The parties have agreed not to disclose the price of the transaction, which is subject to regulatory approvals and is expected to close in the next three months... read more>> | | |
 | Linda Ensor The National Credit Regulator (NCR) has referred Lewis Stores and Monarch Insurance to the National Consumer Tribunal for alleged breaches of the National Credit Act by misselling employment and disability cover... read more>> | | |
 | To target young adults who experience skin acne from time to time, Primedia Unlimited's TLC is dominating mall and cinema washrooms with its Oxy 'Skin Sorted - Happiness Guaranteed' campaign for a period of two months... read more>> | |  | Playboy and Playgirl are the coolest male and female deodorants in the country according to the annual Sunday Times Generation Next Survey Awards... read more>> | | |
 | Helmo Preuss Tractor sales showed a surprise 2.5% year-on-year (y/y) rise to 449 units after dropping by 10.9% y/y in May to 400 units, slumping by 20% y/y in April to 360 units and following an annual 2.5% drop in 2014 to 6,464 units... read more>> | |  | Recent research released by BMi Research has revealed that in 2014, Mageu, one of the oldest beverages in southern Africa, had a decline in volume for the first time in over five years... read more>> | | |
 | Buying or selling means a certain amount of risk and you'd only have to speak to a friend to hear of an incident where a criminal has deployed their scam via a classified ad... read more>> | | |
 | Argility has announced a strategic partnership with Relex Solutions in order to provide powerful supply chain management solutions designed to drive down costs and eliminate wastage... read more>> | | |  | WASHINGTON - They might be so popular as to be almost an extension of people's arms, but most Americans ditch their smartphones and return to the trusty computer when buying online... read more>> | |  | LAGOS - Take a sought-after architect, add the king of "new Africa cuisine" and a smattering of famous designers, and you get a concept-store in Lagos that seeks to bring modern African luxury to Nigeria's ultra-rich... read more>> | | | More International | |
|  | Nthambeleni Gabara ATLANTA - There is an increase in demand for South Africa's distinct superior quality handcrafts and an array of elegant home decor products in the American market, according to South African crafters and designers... read more>> | |  | Setumo Stone Thousands of African National Congress (ANC) T-shirts retrieved from members in Mpumalanga's Nkangala region have been set alight for being "un-ANC"... read more>> | | | More Government news | |
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