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SOUTH AFRICA

How CRM can add measurable value to your brand
How CRM can add measurable value to your brand

Customer relationship marketing (CRM) is an important tool to help turn your marketing campaigns into a success. With this tool, repetitive tasks are automated, freeing up time for teams to engage with tasks, that are more demanding to meet business objectives...

By Michael Gullan 13 Jun 2019

SOUTH AFRICA

Boris Dzhingarov
Why your business needs an account manager

Whether you run a small company or a large corporation, account managers can oversee client relationships, handle difficult customer service scenarios and work with other team members to make the business stronger...

By Boris Dzhingarov, Issued by Monetary Library 7 Jun 2019

SOUTH AFRICA

Chris Moerdyk
In tough times it pays to plan for things going wrong

Getting more business, staying in profit or just plain surviving, depends a lot on planning for things going wrong and knowing how to react quickly and properly...

By Chris Moerdyk, Issued by Chris Moerdyk 28 May 2019

SOUTH AFRICA

Debunking 5 myths around CX
Debunking 5 myths around CX

Nathalie Schooling, founder and CEO of nlighten debunks a couple of myths around CX...

By Nathalie Schooling 22 May 2019

SOUTH AFRICA

Experience trumps channel
Experience trumps channel

Brands need to show up in relevant environments with tailored offerings and a seamless purchasing journey...

By Refilwe Maluleke 6 May 2019

SOUTH AFRICA

Customer satisfaction is not enough. Delight your customers!
Customer satisfaction is not enough. Delight your customers!

Customer satisfaction is simply no longer enough to ensure business success. Customers want to feel important, engaged and valued. They don't want to be satisfied - they want to be delighted!...

By Mornay Roberts-Lombard 23 Apr 2019

SOUTH AFRICA

Up, close and very personalised
Up, close and very personalised

The shift to a more individualised society that values experiences more than goods has resulted in a strong drive towards personalisation...

By Refilwe Maluleke 23 Apr 2019

SOUTH AFRICA

Trend forecaster, Nicola Cooper. © .
The South African consumer is a real person

International trends spotter Marian Salzman joined local trend analysts Nicola Cooper and Khumo Theko in highlighting the top pop culture trends affecting females at an event held at Inner City Ideas Cartel in Cape Town earlier this month...

By Juanita Pienaar 2 Apr 2019

SOUTH AFRICA

Building customer relationships in an age of disloyalty
Building customer relationships in an age of disloyalty

Is loyalty from customers still an expectation? Probably not... Wynand Smit from Inovo reckons it's more about building relationships, and that takes special insights to get right. That's something businesses have in common across the continent...

By Wynand Smit 25 Mar 2019

SOUTH AFRICA

Customer experience: The marriage of marketing and technology
Customer experience: The marriage of marketing and technology

Paula Sartini, founder and CEO of BrandQuantum, delves into the new role of marketing and IT in the era of Customer Experience...

By Paula Sartini 10 Dec 2018

SOUTH AFRICA

(c) racorn -
Recession-beating tips for customer retention

Stats SA recently announced the news of a second quarter fall of 0.7% in the Gross Domestic Product, and that this has officially plunged us into a recession. What should be of concern to companies is the burden of such a recession on consumers....

By Wynand Smit 5 Oct 2018

SOUTH AFRICA

Does big data make us understand less?
Does big data make us understand less?

Isla Prentis says that big data was pegged as a trend at the beginning of this year, for the sixth year in row. Something's wrong with this picture...

By Isla Prentis 27 Sep 2018

SOUTH AFRICA

Chatbots are the future of customer communications
Chatbots are the future of customer communications

Two technologies that are set to have a particularly big impact on customer communication going forward are chatbots and machine learning...

By Brent Haumann 20 Sep 2018

SOUTH AFRICA

Progressive companies should turn CX into a competitive advantage
Progressive companies should turn CX into a competitive advantage

Decision-makers need to understand that to use Customer Experience (CX) for competitive advantage, their customer-facing staff must be ready to switch hats on the fly and do so flawlessly...

By Chantel Troskie 17 Sep 2018

SOUTH AFRICA

The new battleground of customer experience
The new battleground of customer experience

Wayne Hull highlights that for CEOs and CMOs alike, addressing customer experience will be the key imperative in 2018 - and not merely at the B2C level, but B2B and B2B2C too...

By Wayne Hull 7 Sep 2018

SOUTH AFRICA

Customer service remains top of the list
Customer service remains top of the list

Customers choose brands that value them and understand their needs...

By Werner Theron 4 Sep 2018

SOUTH AFRICA

5 ways CX is emotional rather than rational
5 ways CX is emotional rather than rational

Brendon Bairstow-Klopper suggests that it is more sensible to take a macro-level view by practising the peak-end rule. The peak-end rule says that customers remember their peak-experience with a brand, rather than specific interactions...

By Brendon Bairstow-Klopper 4 Sep 2018

UNITED STATES

Live trivia could be a powerful tool for building customer engagement
Live trivia could be a powerful tool for building customer engagement

The rising popularity of live trivia games in the mobile market supports the assertion that live interactive video content might be the future of advertisement and marketing...

By Boris Dzhingarov, Issued by Monetary Library 27 Aug 2018

SOUTH AFRICA

The path to sustainable growth is customer acquisition (Part 2)
The path to sustainable growth is customer acquisition (Part 2)

This is a continuation of Tyron Sharnock's article on customer loyalty and how it has long been regarded as a critical component to building a brand with traditional models focusing on loyalty metrics such as customer retention and repurchase...

By Tyron Sharnock 21 Aug 2018

SOUTH AFRICA

The path to sustainable growth is customer acquisition (Part 1)
The path to sustainable growth is customer acquisition (Part 1)

Customer loyalty has long been regarded as a critical component to building a brand with traditional models focusing on loyalty metrics such as customer retention and repurchase...

By Tyron Sharnock 14 Aug 2018

SOUTH AFRICA

Chasing the dream of the single view of the customer
Chasing the dream of the single view of the customer

In business, your company needs to get as deep into the minds and interaction habits of your customers as possible. Too often, however, the single view of the customer is viewed as unattainable, a marketing smokescreen that can obscure business strategy and confuse communication efforts...

By Wynand Smit 14 Jun 2018

SOUTH AFRICA

Empathy - a two-way street in customer service
Empathy - a two-way street in customer service

It's no secret that personalisation is essential in developing a successful customer experience. Central to that is getting to know all you can about your customer and using that information to drive the interaction...

By Wynand Smit 18 Apr 2018

GLOBAL

Three key reasons why your business needs CRM software
Three key reasons why your business needs CRM software

How can you effectively form strong and meaningful relationships with your customers? The answer lies in your CRM (Customer Relationship Management) system...

By James Kaiser 26 Jan 2018

SOUTH AFRICA

(c) Denis Ismagilov -
How corporate SA can transition towards customer centricity and embrace the global paradigm

If your company is not thinking about embracing the global paradigm towards customer centricity, you should spend your remaining profits building a time machine to review the moments that lead to your demise...

By Matthew Westaway 17 Jan 2018

SOUTH AFRICA

Image credit: Dzianis Apolka - .
Why human-centered design matters

The success of a product or service is rooted in user experience. It's this simple, yet powerful premise that has made human-centered design (HCD) gain traction across all major business sectors around the world, writes Stuart McDougall...

By Stuart McDougall 26 Dec 2017

SOUTH AFRICA

Image credit: Sean Prior - .
The rise of the emoji and the public rating system

Scott Cundill writes that the emoji is a powerful tool that can help businesses get paid quicker...

By Scott Cundill 20 Nov 2017

SOUTH AFRICA

Image credit: .
Ask Afrika Orange Index: Feeling customer service

Marketers need to understand the dynamics of emotions in marketing and how they relate to other factors such as attitudes, persuasion and brand loyalty...

By Danette Breitenbach 13 Nov 2017

SOUTH AFRICA

Ask Afrika's Orange Index Awards: Taking away our emotions
Ask Afrika's Orange Index Awards: Taking away our emotions

Technology might be assisting us to deliver the highest levels of customer satisfaction ever, but this is at the cost of our humanity...

By Danette Breitenbach 27 Oct 2017

SOUTH AFRICA

Rainer Gottschick, chief executive, Avis Rent a Car, Southern Africa.
Longevity through customer experience

When it comes to customer experience, many brands talk the talk. Not that many walk the walk. Avis Rent a Car (Avis) is not one of these...

By Danette Breitenbach 23 Oct 2017

SOUTH AFRICA

How to influence the customer of the future
How to influence the customer of the future

No one can accurately predict the future, but present-day research and information can direct us on how to make informed decisions for days ahead...

By Jill Young Schutte 23 Oct 2017

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