| Mustn’t grumble? | According to Mintel, a UK research organisation, Britons are becoming increasingly cheesed off at bad service. A lack of manned tills tops their list of gripes, and that was followed by the attitude of shop assistants who apparently could not care less. The point, however – do those same customers complain, and the report seems to suggest that they don't… they simply move on and grumbling in true Brit fashion, take their custom elsewhere. I have a feeling that South Africans are pretty much the same - we tend to moan to friends and workmates, but balk at letting the manager know about the problem. And we need to change. We need to complain – not shouting and yelling at some poor staffer who can't do anything about the problem anyway and perhaps wasn't responsible for it in the first place, but by making our feelings known to the manager. If we don't, we're not going to see service improve. Case in point: this weekend, we rented three DVDs. True, one was very much the wife's choice and in any event I would have been catatonic with indifference at the thought of watching it, but it still ended up with the bother of having to return to the video store and change it. Yes, I know I should have checked both DVDs better before leaving the store in the first place – but the fault is not always apparent. However, a brief calm and courteous word with the manager hopefully will do the trick. If it doesn't, the next word will be a little more forthright. The bottom line: we need to put up, or shut up - telling friends does nothing to cure the problem.
Rod Baker, Content Manager
| | | Headlines | Organic coffee sales soaring, survey finds
Demand for business intelligence technology set to soar
Salvaged cars for sale
UK music and video retailers look for lifeline
Academic expansion for Johnnic books
Communications division lands Telkom retail supply deal
Tobacco agreement terminated
SA company wins Botswana TV tender
Car-maker in healthier shape
Slower growth expected for holiday wine gift sales
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Retail | | Salvaged cars for sale
If you're in the market for a pre-owned car and you don't want to pay a fortune, they are available for anything from an average of about R10000 – they've been recovered after being stolen or damaged in accidents…
Academic expansion for Johnnic books
Van Schaik Bookstore has been acquired by the Johnnic Communication Group, and joined Exclusive Books and the African Operations on 1 October in the group's book retail stable.
Have you asked your pharmacist?
This article refers specifically to some do's and don'ts when working with the pharmaceutical industry, but there are many aspects of it that can be applied to other industries as well.
The path to e-commerce gold: A transparent customer experience
[Rob Wight] Logistically, manufacturers need some relief in managing the overwhelming world of e-commerce. Consumers' use of manufacturers' web sites has risen steadily over the last three to four years. It's as if hordes of customers are showing up in the parking lot, eager to buy, but not corralled in an orderly fashion.
eBucks for farmers
South African farmers can now earn eBucks on the purchases they make with the recently launched First National Bank Agri Purchasing Card.
New CEO for the ACA
 Odette Roper has been appointed Chief Executive Officer of the Association for Communication and Advertising (ACA).
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Banking & Finance | | Inflation pressures repo to 10.5%
[Lavinia Mahlangu] In order to encourage inflation back to within the 3 - 6% target range, the Reserve Bank has hiked the repo rate by 50 basis points to 10.5%.
Win a million – and you don't have to buy anything!
A South Africa first rolls out this month (October) when life assurer Liberty Life launches a new type of promotional activity that 'sells' behavioural change rather than a product.
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Brand news | | A trendy gift for someone special
 Méthode Cap Classique, Pongrácz, is available this festive season in trendy silver box-sets in a 1.5 litre magnum tin tube and as a standard 750ml, complete with two champagne flute glasses.
SA brandy wins International Spirits Challenge Trophy
KWV 10 Year Old Brandy won a gold medal, the South African Brandy Category Champion and a trophy at the International Spirits Challenge (ISC) in London last week.
This card's a gift!
GiftBucks (Pty) Ltd, a Johannesburg-based company, recently launched an online, flexible and convenient recognition and gift solution for the corporate or private consumer.
For your stocking... new mobile models announced
 With Christmas sales fast approaching, Sony Ericsson has announced that its latest Walkman® and Cyber-shot™ phones, the W910i and the K850i, will be available in stores across selected markets later this year.
It's all still real!
 The Real Juice Co has re-launched their range of premium 100% pure, real fruit juices in new packaging and with three succinct sub-ranges: 100% Juicey, Pure Crushed and Fruit Tea.
Cellular giant launches new advertising medium
Vodacom has launched of a new advertising medium with massive potential that reinforces the leading cellular network operator's move into the multimedia and broadcasting arena.
New marketing and sales director takes a leap
Leopard's Leap Wines has appointed highly experienced marketing expert Marius Kotze as its marketing and sales director. Based at the head office in Franschhoek, Kotze's key focus will be on expanding the affordable range of premium South African wines' presence locally and indeed, globally.
Frans wins gold in London
 Stellenbosch wine estate, Simonsig, strengthened the international appeal of the uniquely South African Cape Blend style of wine by striking gold for its renowned Frans Malan Reserve at two prestigious international competitions, all in one month.
Retail group makes the ‘Top Ten'
It's the second time New Clicks Holdings has been a participant in the Deloitte Best Company to Work For survey, now in its eighth year. But NCH has moved from an overall position of 93 last year to one of the Top Ten this year, in the large company category.
Another estate shines in international awards
Kloovenburg Shiraz 2005 has won a Double Gold at the 2007 Michelangelo International Wine Awards.
More flights to Pietermaritzburg
 Effective 1 November 2007 Airlink will be implementing a jet service from Johannesburg (JNB) to Pietermaritzburg (PZB) return, utilising the BAE 146-200, 97-seater jet aircraft.
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Consumer research | | Organic coffee sales soaring, survey finds
 Sales of organic coffee are growing faster than one can say, "Espresso, please!". US retail sales of organic coffee in 2006 increased 24% to US$110.36 million, according to the Organic Trade Association's (OTA's) 2007 Organic Manufacturer Survey.
UK music and video retailers look for lifeline
Britain's music and video retailers are beleaguered and are looking to HD DVD and downloads to revive a depressed market.
UCT Unilever Institute announces annual meeting
The theme for the 2007 meeting will be “Drivers for future growth: Waves and currents” and it's aimed at giving members of the institute a better understanding about what the main drivers of future growth are going to be, rather than narrowly focusing on trends per se.
Loyalty card gets an upgrade
The Clicks ClubCard loyalty program, which has been in operation in South Africa for over a decade, and currently has over 2.2 million active members, is to upgrade its benefits to its members and suppliers.
Slower growth expected for holiday wine gift sales
US: Wine marketing researchers at VinterActive recently released the results of their annual research report on consumer preferences and purchasing plans for wine gifts in the upcoming holiday season. The results are indicative of the sales slump that the wine industry worldwide seems to be experiencing.
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Distribution | | Tobacco agreement terminated
Philip Morris International and British American Tobacco South Africa recently jointly announced the termination of the Chesterfield License Agreement concluded between themselves for a number of countries in Southern Africa.
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Health & Safety | | Calculating the calories of convenience
USA - With an estimated US$142 billion in 2006 sales, the fast food industry continues to fuel the appetites for millions each day. While recent trends suggest a slight decrease in super size offers, the most popular selections remain at record levels fat, calories, and sugar. A new website provides insight on the Glycemic Index and takes a look at the most popular options for 'convenience food'.
FSA approves mySupermarket's 'health checker'
United Kingdom - The Food Standards Agency (FSA) has welcomed the decision by price comparison website mySupermarket to use traffic light labelling to enable shoppers to compare the nutritional value of products at four online UK supermarkets.
Car-maker in healthier shape
 New deal between DaimlerChrysler South Africa (DCSA) and its catering company promise healthier meals for the car-maker's workforce.
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Import/Export | | Economists outline SA trade policy options
[Shaun Benton] Economists at the Trade Law Centre for Southern Africa have recommended that India reduce its tariffs on gold imported from South Africa.
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Merchandising | | Fab fashions for Maponya Mall
 The new Fabiani concept store in Maponya Mall, Soweto gives Sowetans the opportunity to buy top-of-the-line clothing in the height of fashion, and in a setting that is unique, to say the least.
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Packaging | | Packaging industry receives new guide
 The publishers of Packaging World magazine, Summit Publishing Company, have announced the arrival of their first book Field Guide to Sustainable Packaging. Edited for packagers and suppliers seeking to advance their sustainable packaging initiatives, this handbook-sized volume explores origins and definitions, and offers actionable strategies for readers.
Big boost for packaging industry
 Nampak's growth strategy has received another boost with the announcement that the company will invest R600 million in a state-of-the-art beverage can manufacturing facility in Angola.
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Regulatory | | Consumer confidence at stake in retail, credit card industry clash
USA - Retailers and the credit card industry are at odds as they try to restore consumer confidence after recent massive thefts of credit card information.
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Retail services | | Who really owns customer data?
[Jim Fowler] Ask customer relationship management (CRM) administrators about who owns the data populating their CRM systems, and you will likely get one of two emphatic answers: "my company" or "me."
Improving the customer experience
[Mike Betzer] A good strategy starts with knowing your customers. What are they buying? What are their demographics? How do they make their purchasing decisions? Are their interactions with your company consistently good? At what point in your customer lifecycle are you at most risk of losing them? Are you listening to their complaints and ideas to continually improve your products and services?
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Supply chain | | Cultivating organic ideas at 5th annual expo
 A veritable 'who's who' of international representatives from throughout the organic fibre supply chain will participate in Organic Exchange's 5th Annual Conference 'Sustainable Innovation: Cultivating Growth and Prosperity through Collaboration', which takes place in California, USA, from 31 October - 2 November 2007.
JFPM makes radical changes to its customer service
The Johannesburg Fresh Produce Market (JFPM) is to implement Radical, DVT's Proudly South Africa CRM software. The system will enable JFPM to improve its focus on customer services on an ongoing basis.
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Technology | | Companies face sanctions over service shortfalls
The National Communication Authority (NCA) of Ghana has warned MTN and OneTouch mobile network operators to improve services.
Trade customers get a new gadget
Widget UK Ltd, a supplier of mobile technology and accessories, has announced the release of its desktop widget which gives its trade customer instant access to sales information.
Demand for business intelligence technology set to soar
Knowledge is power, and as businesses come to realise the value of business intelligence (BI) and seek to grow the amount and scope of the information they require, so the BI technology market will be driven by commoditization and ubiquity of digital data.
Communications division lands Telkom retail supply deal
Tellumat Telecoms, the business and consumer communications division in the Tellumat technology group has signed a three-year renewable deal to supply Telkom's omnipresent retail shops with phones and small office communications systems. The contract could boost turnover by R150 million.
SA company wins Botswana TV tender
Ayanda Media Technologies (AMT), a company within the Questek group, specialising in broadcast and media technologies, has been awarded a multi-million rand tender to upgrade the facilities at Botswana Television (BTV).
Gaming from the comfort of your own glasses
 22Moo International has announced the addition of five new products to their range of video glasses, goggles and eyewear under their YelloMosquito division.
UK McDonald's: You want WiFi with that?
McDonald's has announced that it will offer high-speed wireless Internet services to customers for free in 1,200 of its UK fast food outlets.
New hybrid hard drive aims to lighten load for laptop batteries
[Chris Maxcer] Hybrid cars are all about energy efficiency, and Seagate is using the hybrid approach to achieve similar ends in the hard drive space. The new Momentus 5400 PSD line for laptops uses a small flash drive to accommodate boot-up data, then draws from a larger standard hard drive once it's up and spinning. The result, the company says, is a 50% reduction in hard drive power draw.
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Training | | RFID training on offer at 2007 European conference
RFID Journal recently announced that it has partnered with the European EPC Competence Center (EECC) to provide educational training for attendees seeking to understand how EPC technology can be used to achieve real business benefits today. The training will be offered at RFID Journal LIVE! Europe 2007, which will be held from 6 - 8 November 2007, in Amsterdam.
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| | Events to diarise | UCT Unilever Institute annual meeting UCT Unilever Institute - Durban, 23 October / Johannesburg, 25 October / Cape Town, 26 October
The meetings will be aimed at giving members of the institute a better understanding about what the main drivers of future growth are going to be. | | | Relationship selling Milpark Business School - Gauteng, 5 November
The programme will provide delegates with a structured sales and account management methodology to transform your sales effectiveness in a complex selling environment. | | | | |
| | Quotes | | | "Unless each man produces more than he receives, increases his output, there will be less for him than all the others." - Bernard M. Baruch | | "If you want to be happy, be." - Leo Tolstoy | | "The greatest thing to be achieved in advertising, in my opinion, is believability, and nothing is more believable than the product itself." - Leo Burnett | | "Of course you sell candidates for political office the same way you sell soap or sealing wax or whatever; because, when you get right down to it, that's the only way anything is sold." - Sid Bernstein | | "Serendipity. Look for something, find something else, and realise that what you've found is more suited to your needs than what you thought you were looking for." - Lawrence Block | | "Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives." - William A. Foster | | More... Submit a Quote | | |
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