This week Amanda Stops, CEO of the South African Council of Shopping Centres, discusses four universal trends that are driving retail across the globe, namely customer experience, technology, adapting to change and leadership. Loyalty is another common theme, according to a new research report by GI Insight, which looks at how loyalty schemes can have a powerful impact on the outlook and actions of consumers in the age of big data. BMi Research CEO Gareth Pearson says that combined with big data, loyalty programmes have the potential to provide customers with a non-genetic value proposition that resonates with them personally. While Krystal Schär, strategic planner at FCB Cape Town, makes a thought-provoking statement: "Loyalty should be seen as a consequence of brand building, not purely as a marketing objective." It should be the result of a satisfying consumer experience, she says. Moreover, Jed Hewson, director of 1Stream, explains why e-commerce companies need to reassess the 'traditional' call centre. Keeping things fresh, Kauai has unveiled a new concept store at The Zone @ Rosebank - to be rolled out countrywide - with a new CI, a new store look and feel, and a new customisable menu designed to give customers a 'nutritional theatre' experience. For more info on the subject, register for the 4th annual CEM Africa Summit to be held at the Westin, Cape Town on 22 and 23 July.
Jessica Taylor, Group Editor (@Biz_Retail)
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