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The consumer faces a perfect storm of rising fuel, food and utility bills while labour discontent mounts. On top of recent petrol price increases there is growing likelihood Gauteng motorists will have to fork out Sanral toll fees they flatly reject.
This puts Sanral in the cross-hairs. It may be a monopoly, but angry consumers don't respect market power. How will Sanral react? Will it simply pray for consumer apathy or will it develop an effective damage-limitation strategy?
Sanral is becoming a test case in more ways than one. Every customer-facing business will be watching the situation for indications of the consumer mood and signs of what might work as economic pressures mount.
International experience shows consumer rage can be softened, but it takes brave management and a comprehensive plan.
Many South African businesses are poorly prepared for the growing mood of consumer resentment. Dealing with the angry customer is tough. Sanral can show these businesses how to do it ... or perhaps not.
Junior CRM & Email Copywriter | Johannesburg | EmailClub | 22 Sep |
Senior Digital Designer | Johannesburg | Black Snow Agency | 28 Aug |
More jobs |