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Sumesh Rahavendra, Head of Marketing for DHL Express Sub Saharan Africa, says that the holiday season puts added pressure on businesses to deliver consistent service quality, and, if not managed correctly, could consume valuable time that could have been spent on maximising sales.
He points to recent findings from the business consulting firm, Lee Resources, which indicated that one of the main reasons for customer unhappiness is bad service delivery. Findings also indicated that 91% of unhappy customers would also not willingly make use of the service provider again. He says that to ensure a positive customer experience with a brand, a robust customer service platform is needed. "Not only will this ensure that customer needs are met across all touch points but it will also empower brand representatives to be able to deal with difficult situations, in an effective manner."
Rahavendra points to a few key tips to accelerate the customer service experience during the busy holiday period:
A number of brands choose to disable posts to their Facebook pages, as there is no control as to what is posted. We believe in transparency and immediate feedback, so the only content that would be removed is defamatory or explicit content. Having an active social media presence is a fantastic way to keep in touch with customers, in real-time, as they spend much of their time online. It keeps the lines of communication open and is, most importantly, convenient for customers to make contact with your brand.