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SOUTH AFRICA

Prevent poor customer service from killing your brand
Prevent poor customer service from killing your brand

SA businesses are faced with a difficult task. They have to find ways to survive in the face of ongoing political uncertainty, eroding investor confidence, and declining consumer spend...

By Wynand Smit 19 Aug 2019

SOUTH AFRICA

5 ways to drive growth through customer retention
5 ways to drive growth through customer retention

Businesses have become obsessed with their growth curve, regardless of the metric, number of users, customers and followers growth...

By Kirsty Sharman 25 Jul 2019

SOUTH AFRICA

#SeamlessSA: A holistic approach to delivering great retail customer experience
#SeamlessSA: A holistic approach to delivering great retail customer experience

Opening her presentation at Seamless Southern Africa, Edcon's Lauren King shared her understanding of customer experience...

By Lauren Hartzenberg 20 Mar 2019

SOUTH AFRICA

Safeguard your customer relationships this Black Friday
Safeguard your customer relationships this Black Friday

Black Friday is here to stay: as part of a retail festival that entices consumers in their millions to part with their cash, it's another way of increasing revenue just before the festive season officially kicks in...

By Wynand Smit 13 Nov 2018

SOUTH AFRICA

#ShopperInsights2019: Moving to frictionless commerce
#ShopperInsights2019: Moving to frictionless commerce

Online retail is part of the much bigger picture of frictionless commerce where online is moving offline and offline to online. Driving this is time and convenience...

By Danette Breitenbach 12 Nov 2018

SOUTH AFRICA

Retail and etail to work as a team not the opposition
Retail and etail to work as a team not the opposition

In South Africa, going to a mall is part of our culture - particularly in Johannesburg where there seems to be a mall on every street corner. Malls entertain visitors with restaurants and coffee shops...

By Julia Ahlfeldt 23 Oct 2018

SOUTH AFRICA

Individualisation: The powerful trend shaping retail customer experience
Individualisation: The powerful trend shaping retail customer experience

Rising inflation. Record petrol prices. A VAT increase. A technical recession. SA consumers are feeling the pinch...

By Ian Steyn 18 Oct 2018

SOUTH AFRICA

How to stay afloat when fake online reviews could sink your business
How to stay afloat when fake online reviews could sink your business

Fake news is a pervasive epidemic. Insidious distortion of truth, fueled by hidden (or blatant) agendas is now accepted as a fact of life...

By Daniella Shapiro 27 Sep 2018

SOUTH AFRICA

6 top tips for effective customer engagement on mobile
6 top tips for effective customer engagement on mobile

Speaking at this year's annual PriceCheck Awards ceremony, CEO Kevin Tucker noted that the Tech and E-commerce Awards are more important than ever before...

By Lynette Hundermark 18 Sep 2018

SOUTH AFRICA

The "end" of the shopkeeper (and other retail trends)
The "end" of the shopkeeper (and other retail trends)

Self-service retail is swooping across the globe; from online shopping to self-checkout, there's a growing trend in retail environments that focuses on driving efficient and seamless processes to enhance service and CX...

By Wynand Smit 29 Aug 2018

SOUTH AFRICA

#WomensMonth: Women need to support each other in the workplace
#WomensMonth: Women need to support each other in the workplace

As the head of consumer experiences at Pernod Ricard South Africa, Elizabeth Lee Ming's role involves optimising customer-centricity across some of the leading brands in the premium spirits category...

By Lauren Hartzenberg 23 Aug 2018

SOUTH AFRICA

Maximising ROI without compromising on CX - top tips
Maximising ROI without compromising on CX - top tips

Business-wide strategies are complex - each department operates with structured KPIs that may include boosting profitability, customer feedback ratings, or a host of other criteria - the trick is to ensure that all these departments operate in concert with each other...

By Wynand Smit 31 Jul 2018

SOUTH AFRICA

7 small details to improve the retail customer's experience (Infographic)
7 small details to improve the retail customer's experience (Infographic)

The customer's experience is one of the major factors that can make or break your retailing business if not managed properly. With the increasing competition in the market nowadays, it is only important to keep your customers happy and satisfied with product and service to keep them loyal to your business...

By Frank Ouyang 26 Jul 2018

SOUTH AFRICA

Customer experience: you're most probably doing it wrong
Customer experience: you're most probably doing it wrong

Gone are the days of customer service consisting of treating buyers with common courtesy. Customer service has been disrupted by an expectation of a total customer experience that is dictated by the customer, not company policies...

By Juanita Vorster 19 Jun 2018

SOUTH AFRICA

Mobile and social are dominant forces in SA retail
Mobile and social are dominant forces in SA retail

Virtual shopping is becoming the norm. Using our mobile devices to window shop and find the best price, product reviews, and advice through social media has reinvented the shopping experience...

By Kerry Hope 6 Apr 2018

SOUTH AFRICA

Nicholas Haralambous
#ECMA18: It's not an apocalypse, it's a retail revolution

As store closures continue across the globe, we're witnessing the demise of physical retail as we know it...

By Lauren Hartzenberg 26 Mar 2018

SOUTH AFRICA

#SeamlessAfrica: Five lessons in customer service from Action Gear
#SeamlessAfrica: Five lessons in customer service from Action Gear

According to online retailer Action Gear, their passion for outdoor technical products is second only to their love for stellar customer service...

By Lauren Hartzenberg 7 Mar 2018

SOUTH AFRICA

New era of retail an opportunity for enhanced customer experience
New era of retail an opportunity for enhanced customer experience

In the mid to late 90s the number of internet businesses grew exponentially. Since consumers were getting connected in their millions, this space was ideal for entrepreneurs to create hype around projected profitability...

By Wynand Smit 11 Jan 2018

SOUTH AFRICA

Boris Dzhingarov
Don't overlook these two small blips in your business

As a business owner, you want your processes and systems to run smoothly. If you experience the following blips in your business, finding the source will restore integrity and trust with your customers and your team...

By Boris Dzhingarov, Issued by Monetary Library 27 Nov 2017

SOUTH AFRICA

Delivering a true omnichannel experience: what you need to know
Delivering a true omnichannel experience: what you need to know

With so many buzz words thrown around, omnichannel amongst them, it seems that retailers have completely lost sight on what a shopping experience is about...

By Lynette Hundermark 23 Aug 2017

SOUTH AFRICA

Why wait to build trust when you can generate it?
Why wait to build trust when you can generate it?

People buy from people they like and trust, all things being equal that is (but admittedly there comes a point where price saving compensates for lack of trust).

By Sid Peimer 22 Aug 2017

SOUTH AFRICA

#CEMAfrica2017: Empowered customer experiences lie in multi-focused design
#CEMAfrica2017: Empowered customer experiences lie in multi-focused design

Sven Schoof, head of customer experience at Spree, discusses how to empower customers to interact with your brand...

By Lauren Hartzenberg 21 Aug 2017

SOUTH AFRICA

Strictly business, but personal
Strictly business, but personal

In the movie, The Godfather, Michael Corleone, as played by Al Pacino, utters the immortal line to his on-screen brother, “It's not personal, Sonny, it's strictly business.”

By Wynand Smit 17 Aug 2017

SOUTH AFRICA

The power of personalisation in customer service
The power of personalisation in customer service

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining who you are...

By Wynand Smit 20 Jun 2017

SOUTH AFRICA

Loyal, long-term relationship building with Gen Z
Loyal, long-term relationship building with Gen Z

Just when you're starting to get the hang of millennials, here comes Generation Z. Their oldest members may only just be starting to enter tertiary education, but they pack a purchasing punch...

By Lee Naik 20 Jun 2017

SOUTH AFRICA

(c) Luca Bertolli -
There will always be someone who rains on your parade

We live in a very critical world and the worst of them can be the very people we try to serve. Here, Aki Kalliatakis from Leadership LaunchPad compares his friend George to customers who readily criticise and pick on the smallest details...

By Aki Kalliatakis 29 May 2017

SOUTH AFRICA

#SeamlessAfrica: Tackling the omnichannel retail reality
#SeamlessAfrica: Tackling the omnichannel retail reality

‘Omnichannel' is not merely a business buzzword, it's the new retail reality. Amanda Herson, e-commerce director for the Cape Union Mart Group, shared her thoughts...

By Lauren Hartzenberg 20 Mar 2017

SOUTH AFRICA

Making customer feedback pay off
Making customer feedback pay off

The entire customer journey, whether in sales or customer service, must be as seamless as possible and working with feedback from your customers is the best place to start...

By Wynand Smit 20 Mar 2017

SOUTH AFRICA

#SeamlessAfrica: A masterclass in millennial engagement and retention
#SeamlessAfrica: A masterclass in millennial engagement and retention

Millennials are known to be tech-savvy, socially engaged, have zero tolerance for delays and are always on the go...

By Lauren Hartzenberg 17 Mar 2017

SOUTH AFRICA

Seven keys to successful self-service
Seven keys to successful self-service

More and more businesses are either putting self-service options for customers in place or considering them in their service departments or contact centres...

By Jan Kühn 28 Feb 2017

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