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3 factors impacting online shopping in SA, and how to address them during lockdown
3 factors impacting online shopping in SA, and how to address them during lockdown

SA might never be able to 'go back to normal', especially in terms of retail which currently contributes 15% of South Africa's GDP...

By Semona Pillay 22 May 2020

Using beauty as a vehicle for economic inclusion
Using beauty as a vehicle for economic inclusion

The Covid-19 lockdown has stalled South Africa's dynamic beauty services industry. Due to the high-touch nature of the job, it may be a while until beauty practitioners are able to safely resume trade...

By Lauren Hartzenberg 20 May 2020

Photo by John Schnobrich on .
How brands can be there for at-home consumers

As the new normal sets in, people are spending less money on non-essential items like makeup and outdoor activities, and more time and money on consuming online media. It is important for marketers to understand this shift in consumer behaviour...

By Michael Gullan 13 May 2020

Image credit: Mikaala Shackelford on .
CX from a millennial perspective

To engage with millennials brands must weave seamless experiences across digital platforms and multiple channels...

By Pieter De Villiers 2 Apr 2020

Image source: .
Digital content is meaningless without unique experiences

In the effort to keep up with trends and consumption patterns of always-on consumers, brands and creatives are seemingly more focused on the next wave of digital innovation than on making emotional connections with consumers. Most especially during these trying times amidst the virus...

By Darren Johnston 23 Mar 2020

Image source: You X Ventures via .
Experience design thinking: Using tourists, fish and maps [Part 2]

Experience design is a process that helps organisations craft customer experiences which turn consumers into lifelong fans and advocates. And it's really not rocket science...

By Simon de Haast 16 Mar 2020

Embrace self-service to improve customer experience
Embrace self-service to improve customer experience

Irrespective of industry sector, 81% of customers want to take matters into their own hands and solve queries before reaching out to a contact centre agent...

By Wynand Smit 17 Feb 2020

Photo by Tim Mossholder on .
Lessons from the second last Blockbuster in the world

Dargaville, a small town on the banks of the Wairoa River in the North Island of New Zealand with a population of approximately 4,500 people, lost the second-last 'Blockbuster' movie store on Earth a few weeks ago. The last one is in the town of Bend, Oregon in the USA...

By Damon Stapleton 12 Feb 2020

Image source: Gallo/Getty Images.
CX will drive business in 2020

While it has become easy to fall into the trap of only paying lip service to customer experience (CX), it is one of the most important aspects of doing business in 2020...

By Paul McIntyre 7 Feb 2020

Pockets of CPG growth found amid squeezed consumer spending
Pockets of CPG growth found amid squeezed consumer spending

Like many business sectors in the country, the South African retail industry is battling the effects of stagnant GDP growth and constrained consumer spending...

By Lauren Hartzenberg 4 Feb 2020

#BizTrends2020: Faster and smarter - 8 retail trends for 2020
#BizTrends2020: Faster and smarter - 8 retail trends for 2020

For the retail sector as a whole - and for physical stores in particular - 2020 will be a year of reinvention...

By Dov Girnun 21 Jan 2020

Winning ads featured in this week's Orchids and Onions column...
#OrchidsandOnions: 1 Stop gets it spot on

Winners: SAB's 'How about none for the road?' ad hits the mark, too. Aussie ad for sperm donation, 'All hands on d*ck', stands out, but would be banned here...

By Brendan Seery 14 Jan 2020

#BizTrends2020: Retail and Gen Z in 2020 - who they are and what they want
#BizTrends2020: Retail and Gen Z in 2020 - who they are and what they want

Although this generation has less spending power than Millennials, it is estimated that 40% of consumer spending will be attributed to Generation Z consumers in 2020...

By Semona Pillay 9 Jan 2020

#BizTrends2020: The future of retailing in sub-Saharan Africa
#BizTrends2020: The future of retailing in sub-Saharan Africa

Sub-Saharan Africa is home to 14% of the world's population and by 2030, the region's population will surpass that of China. The way consumers shop in the region is ever-changing...

By Christele Chokossa 8 Jan 2020

#BizTrends2020: Deepen SA's online retail growth trend
#BizTrends2020: Deepen SA's online retail growth trend

Now for the good news. There's a huge opportunity for growth in online retail, but the path to profits is through dramatically improving customer experience...

By Kirsten Dewar 8 Jan 2020

#BizTrends2020: Experience, value and convenience underpin successful QSR loyalty programmes
#BizTrends2020: Experience, value and convenience underpin successful QSR loyalty programmes

Retail loyalty is constantly evolving, as customers demand more personalised value and the 'experience economy' gathers momentum...

By Mia Morkel 7 Jan 2020

#BizTrends2020: Africa's double-edged consumer demand
#BizTrends2020: Africa's double-edged consumer demand

Africa's consumer landscape is fragmented and polarised, characterised by the double-edged demand of a diverse base of consumers...

By Ailsa Wingfield 6 Jan 2020

Image source: Gallo/Getty Images.
Here's what consumers want from customer communication in 2020

It's now well-established that customer communication is vital to the success of any business. But it can only play that role if it meets the wants and needs of the consumers receiving it...

By Brent Haumann 23 Dec 2019

Image source: Gallo/Getty Images.
Welcome to a new customer experience world

As business heads into 2020, the way customer experience is managed will irrevocably change. Ushering in this new era will be technologies like artificial intelligence (AI) and machine learning (ML) which have already impacted how companies engage with their end-users...

By Paul McIntyre 13 Dec 2019

Image credit: You X Ventures on Unsplash.
Gearing for growth with online reviews

Improving online review ratings is a strategic necessity for franchises and multi-location brands as more customers engage with them via online listings - and expect a response...

By Ashleigh Wainstein, Issued by Social Places 18 Nov 2019

Image credit: Chris Liverani on Unsplash.
Why data is more important than ever to customer experience

In today's world, the margin between businesses that thrive and those that merely survive is growing increasingly narrow...

By Brent Haumann 6 Nov 2019

#SACSCCongress: David Donde on the philosophy behind Truth Coffee's success
#SACSCCongress: David Donde on the philosophy behind Truth Coffee's success

Truth Coffee founder David Donde on how to regain critical competitive advantage in a crowded marketplace...

By Lauren Hartzenberg 4 Nov 2019

Drivers and fears of SA's online consumers
Drivers and fears of SA's online consumers

Local representatives from market research and consulting firm IPSOS recently shared a preview of some of the key insights gleaned from its yet to be released global trend survey for 2019...

By Lauren Hartzenberg 28 Oct 2019

Image credit: Joshua Rodriguez on Unsplash.
How businesses can create lasting impressions, retain customers for a long time

At the heart of customer engagement lies customer intimacy...

By Mark Wilson 25 Oct 2019

#SACSCCongress: How physical retail is reinventing itself
#SACSCCongress: How physical retail is reinventing itself

John Ryan, a London-based journalist and analyst focused on retail design and strategy, shares a glimpse into what's new and what matters in the global retail environment...

By Lauren Hartzenberg 22 Oct 2019

Image credit: Jaromir Kavan on Unsplash.
How technology helps brands evolve

Today's customers are tech-savvy; have access to brands across a global marketplace; are not restricted to trading hours; and they know what they want.

By Paula Sartini 18 Oct 2019

Data technology driving agility in retail
Data technology driving agility in retail

Competition amongst suppliers and retailers are at an all-time high, and today's consumer is much less predictable than in the past...

By Lauren Hartzenberg 15 Oct 2019

A walk through the warehouse of a thriving fashion e-tailer
A walk through the warehouse of a thriving fashion e-tailer

When you think about South Africa's most successful online fashion retailers, it may not immediately occur to you that RunwaySale is one of them. The platform boasts over 1 million members...

By Lauren Hartzenberg 4 Oct 2019

Far behind the CX trend
Far behind the CX trend

With the surge of e-commerce in recent years, retail marketers have experienced a shift from generic marketing to customer-focused marketing that looks deeply into data to drive more real customer experience...

By Zama Mlanjana 23 Sep 2019

4 ways brands can incorporate chat messaging into their marketing strategy
4 ways brands can incorporate chat messaging into their marketing strategy

Chat messaging has become an effective communication channel between customers and businesses...

By Wayne Flemming 19 Sep 2019

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