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Beyond customer complaints to a skilled workforce

In a must-read for any business, Wynand Smit, CEO at INOVO writes about slick complaint resolution tactics. His top tip is to implement customer satisfaction surveys to nip these in the bud before they're taken to the social media realm where thy risk going viral.

Leigh Andrews also rounds out her #BeyondRetail2016 conference coverage, with an overview of the final panel session. In it, Bruce Whitfield asked the day's speakers about future retail trends and how continued technological advancement and disruption is set to shake up the local retail industry.

Ryan Ravens, CEO of Accelerate Cape Town, provides further food for thought in an article titled '#FeesMustFall: Business calls for a good, hard look at the skills the country really needs.' In it, he addresses the need for more artisans, as opposed to poets and politicians.

Lots to think about as the week kicks off...


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BizWeekly top stories
123RF
Slick complaint resolution tactics
[Wynand Smit] How a company deals with complaints is a game-changer; the process should not be viewed merely as dealing with annoying customers, but as an opportunity for improved service delivery... read
Retail Trends
#BeyondRetail2016: Readying for retail saturation or a complete revolution?
#BeyondRetail2016: Readying for retail saturation or a complete revolution?

Leigh Andrews

E-commerce is set for more uptake, but traditional retailers need not worry about a loss of overall sales as a result. Here's how they can avoid extinction by keeping ahead of retail trends... read
Banking & Finance
Research shows boom in mobile banking
Research shows boom in mobile banking
Globally, over 2bn mobile users will have used their devices for banking purposes by the end of 2021, compared to 1,2bn this year... read
Retailers need to accept that omni-channel buying is growing rapidly
Retailers need to accept that omni-channel buying is growing rapidly

Victor de Kock

Today's customers hop from researching products on their smartphones to viewing them in-store to ordering online without missing a beat. Technology today touches nearly every aspect of consumers' buying decisions, from researching which product to buy to paying for it... read
Richard Brasher, CEO of Pick n Pay.
Picture:
Pick n Pay overcomes tough trade conditions and refurbishment disruption

Robert Laing

Grocery chain Pick n Pay hiked its interim dividend 23.6% to 29.9c in its results for the 26 weeks to August 28 released on Tuesday morning... read
PSPs collaborate to enable South African retail websites to sell into high growth markets
PSPs collaborate to enable South African retail websites to sell into high growth markets
To enable South African retail websites to sell into high growth markets, leading payment service providers PayU and Computop have entered into a partnership... read

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Branding
[Biz Takeouts Podcast] 193: Zero Negative Energy launch with Adidas
[Biz Takeouts Podcast] 193: Zero Negative Energy launch with Adidas
On the latest episode of Biz Takeouts Marketing and Media Radio show host Warren Harding spoke to Brett Burgess... read
CSI
Mugg & Bean's Cupcakes of Hope raises R550,000
Mugg & Bean's Cupcakes of Hope raises R550,000
The Mugg & Bean's Cupcakes of Hope campaign raised in excess of R550,000 to help change and save lives for children affected by cancer and their families. In September 2016, the campaign brought over 41,000 South Africans together in support of those affected by cancer... read
Pioneer's School Breakfast Nutrition Programme reaches 21,450 children daily
Pioneer's School Breakfast Nutrition Programme reaches 21,450 children daily
The School Breakfast Nutrition Programme, launched by Pioneer Foods in 2015, is currently reaching 21,450 children daily in 25 schools in the Western Cape, Northern Cape, Limpopo, North West and Free State... read
E-commerce
#BeyondRetail 2016: Lessons from SA's oldest e-commerce company
#BeyondRetail 2016: Lessons from SA's oldest e-commerce company

Leigh Andrews

Netflorist MD Ryan Bacher entertained #BeyondRetail2016 attendees with two of the business hacks that played a role in how they entered the e-commerce realm back in 1999 and how they shifted from being 'internet guys' to real-world retailers... read
Exhibitions & Events
Sneaker Exchange comes to GrandWest at month end
Sneaker Exchange comes to GrandWest at month end
The Sneaker Exchange returns to Cape Town on 29 October 2016, taking place for the first time at the GrandWest Sun Exhibits... read
Want to attend the SETE 2016 Connect Edition?
Want to attend the SETE 2016 Connect Edition?
Two Bizcommunity readers stand a chance to win a ticket to the Sports & Events Tourism Exchange Connect Edition, hosted by the City of Tshwane on 25-27 October at the Protea Hotel Fire&Ice! Menlyn... read
Maria Chieppa at the South Africa Italy Summit, organised by the European House of Ambrosetti
Italian conferences and exhibitions company Fiera Milano consolidates in SA
Italian conferences and exhibitions company, Fiera Milano SpA's full acquisitions of its South African branch, FMEA, will see the multinational company expand its operations in SA and Africa... read
Fashion, Clothing & Textiles
Gap to shut Banana Republic stores in Britain
Gap to shut Banana Republic stores in Britain
US apparel group Gap Inc. will close its Banana Republic stores in Britain as it streamlines its brick-and-mortar presence outside North America in response to weak sales... read
Franchising
A Malaysian family leaves US fast food chain restaurant McDonald's. Picture:
Greg Solomon has a tricky job to reposition McDonald's SA

Alistair Anderson

The arrival of new brands is making things tougher as the chain approaches its 21st birthday in SA... read
Understanding franchising risks
Understanding franchising risks
Polls have found many people are attracted to franchising by the promise of flexibility and independence in their work. However, not all franchises can offer franchisees the level of freedom and autonomy they desire... read
Green Sustainability
Woolworths launches 30% plant-based plastic milk bottle
Woolworths launches 30% plant-based plastic milk bottle
In a first for the dairy industry in South Africa, Woolworths has launched an innovative green milk bottle, consisting of 30% plant-based plastic... read
Health & Safety
HPASA appoints new director of Scientific and Regulatory Affairs
HPASA appoints new director of Scientific and Regulatory Affairs
The Health Products Association of South Africa (HPASA) has appointed Wayne Robinson as the director of Scientific and Regulatory Affairs and the voice of the HPASA with regard to legislative matters... read
Medical aid members love to complain, but often get it wrong
Medical aid members love to complain, but often get it wrong
Medical aid members often do not understand the terms and conditions of their scheme, and so are quick to complain when faced with unexpected medical bills... read
Import/Export
WolfgangBantz via
Normal stone fruit season expected despite challenges
Despite concerns regarding a cooler spring and prolonged drought conditions, a normal season is expected for SA stone fruit with prospects looking good... read
shmuelsemeniuk via
SA avo season ends early due to drought
Given the early end to the avo season, and South Africans' increasing demand for the fruit, avos will have to be imported earlier until the 2017 local avo season begins... read
Packaging
Pyrotec PackMedia hosts Pharmaceutical Open Day
Pyrotec PackMedia hosts Pharmaceutical Open Day

Issued by Pyrotec

During September, Pyrotec PackMedia held an Open Day for pharmaceutical customers to showcase the many benefits of the Fix-a-Form informational booklet label, among other brands in the company's stable... read
How to get noticed by impulse buyers
How to get noticed by impulse buyers

Issued by Pyrotec

Having an effective packaging design plays a vital role as impulse buyers, i.e. those buyers who purchase "on a whim", usually make purchasing decisions based on emotions... read
Research
Truth Loyalty Whitepaper indicates growth in young people
Truth Loyalty Whitepaper indicates growth in young people
The second edition of the 2016 Truth Loyalty Whitepaper, one of the most comprehensive snapshots of the current state of loyalty in South Africa, has been released... read
Craig Henry, Nielsen MD Retailer Vertical Africa-Middle East.
Research indicates mass-market 'one size fits all' strategies no longer cut it
Nielsen has just released the local findings from its Global Retail Growth Study, which found that in South Africa, mass market, 'one size fits all' strategies no longer cut it. South Africa is undergoing a retail evolution where local consumers do not perceive bigger retail stores as better... read
Retail Marketing
Marketing tips for franchisors seeking high-quality franchisees
Marketing tips for franchisors seeking high-quality franchisees

Eric Parker

Many franchise owners have found that it is hard to find good franchisees in a difficult economy and, when these can be found, how to attract them in the face of many competing franchises... read
#BeyondRetail2016: Prepare for self-service and personalised promotions
#BeyondRetail2016: Prepare for self-service and personalised promotions

Leigh Andrews

Two retailers delighted attendees at this year's Beyond Retail event by speaking of what may sound like futuristic plans but in reality is already on offer locally - the self-service checkout and the true power of private label products... read
lnvignon via
The inside track on growth prospects for subtropical fruit and nut industries
The upcoming Subtrop Marketing Symposium will give growers, packers, processors, marketers and retailers in South Africa's subtropical fruit and nut industry a look at... read
Retail Services
Gumtree partners with Shepherd/Standard Bank to introduce pay button
Gumtree partners with Shepherd/Standard Bank to introduce pay button
The current partnership between Gumtree and Standard Bank-powered escrow service Shepherd has been heightened through the introduction of a pay button, which allows customers to buy, sell and receive items... read
Retailers
New Rational SelfCookingCenter XS offers intelligent oven for small catering kitchens
New Rational SelfCookingCenter XS offers intelligent oven for small catering kitchens
Foodserv has launched a new easy-to-use and multi-functional oven, the Rational SelfCookingCenter XS, a compact oven designed to fill the market gap for an intelligent oven that delivers the same hi-tech features... read
Pick n Pay's Next Generation project upgrades Nelspruit store
Pick n Pay's Next Generation project upgrades Nelspruit store
As part of its Next Generation project, which provides customers with an improved shopping experience, a more efficient environment for staff and better service, the Pick n Pay store in Ilanga Mall Nelspruit had its relaunch... read
Malls need to move product off shelves, rather than brand building
Malls need to move product off shelves, rather than brand building
The focus for malls has to be on moving product off the shelves rather than brand building, as consumers tighten their belts and look for even more value from retailers ahead of the festive season... read
#BeyondRetail2016: Dynamics of the SA consumer
#BeyondRetail2016: Dynamics of the SA consumer

Leigh Andrews

We live in a very weird place where a bottle of whisky sells for R600,000 (yes, really) yet the poor try buy a loaf of bread on credit at spaza shops. Maryla Masojada of Trade Intelligence says we need to catch a wake up on the retail realities outside our immediate communities... read
Sales
Retail sales grow 0.2% year on year in August
Retail sales grow 0.2% year on year in August

Staff Writer

Retail sales growth slowed further in August, deepening the disappointing slowdown reported for July... read
Supply Chain
TFG invests in management solution to safeguard supply chain
TFG invests in management solution to safeguard supply chain
The Foschini Group (TFG) has chosen CA Southern Africa's Application Program Interface (API) management solution to support its digitalisation strategy across its 2,200 stores in 31 countries... read
IMM Journal of Strategic Marketing discusses supply chain innovations
IMM Journal of Strategic Marketing discusses supply chain innovations
The latest issue of the quarterly IMM Journal of Strategic Marketing discusses the imperative for an effective supply chain. It reports that more effective global sourcing, better speed to market, increased onshore manufacturing and improved warehousing efficiency are strategies being used by the big retail groups... read
International
Burberry sales rallied by almost a third in the three months to September 30 from a year earlier, as slumping sterling made it cheaper for overseas shoppers to dash to London to buy luxury goods | ©
Burberry sees UK sales sparkle on Brexit-hit pound
LONDON - Luxury fashion giant Burberry, famed for its designer handbags and trenchcoats, said Tuesday that British sales have soared since the Brexit vote as tourists took advantage of the plunging pound... read
US soda giants are under pressure to produce more healthy drinks ()
PepsiCo pledges healthier offerings
NEW YORK - PepsiCo set new targets for more healthful food and beverages Monday and announced pledges to reduce product packaging and limit water use... read
More International
Lifestyle
Best Coffee Shop: Meraki Cloe Visser, Melissa Adams, Corlandi Conradie, Tatum Morley-Saieva, Francois Zietsman
2016 Western Cape Eat Out Everyday Eateries announced
This year's Eat Out Mercedes-Benz Best Everyday Eateries in the Western Cape have been announced. read
Business
#FeesMustFall: Business calls for a good, hard look at the skills the country really needs
#FeesMustFall: Business calls for a good, hard look at the skills the country really needs

Ryan Ravens

Can we justify free tertiary education, when there's a greater need for a robust social security system? Does SA need more poets and politicians, when artisans are what will grow the economy?... read
Jobs offered



New events to diarise
Short course in customer experience practice
www.enterprises.up.ac.za - 26 Oct 2016 to 28 Oct 2016, Pretoria


Hands-on supply chain management
www.enterprises.up.ac.za - 7 Nov 2016 to 11 Nov 2016, Pretoria


ATF Trade Exhibition
LTE - leaders in trade exhibitions - 8 Nov 2016 to 10 Nov 2016, Cape Town


Mastering Sales and Marketing Using Social Media Tools
NES Consulting - 16 Nov 2016 to 18 Nov 2016, Johannesburg


Professional sales
The Peer Training Group - 7 Dec 2016, Johannesburg


Smart Procurement World Western Cape 2017 Conference and Expo
Smart Procurement World - 6 Mar 2017 to 8 Mar 2017, Cape Town


SAPICS Conference and Exhibition
4 Jun 2017 to 7 Jun 2017, Cape Town


Professional Selling Skills Workshop
The Peer Group - 5 Jul 2017, Johannesburg | 26 Jul 2017, Johannesburg


Upcoming events
Marketing to Millennials Seminar - 25 Oct 2016, Cape Town
This must-attend seminar will take you into the world and mind of the Millennial consumer. Get fresh insight and solutions on how to engage with this ultra-connected generation. Read more >>

Marketing, communication and customer relations
Enterprises University of Pretoria - 26 Oct 2016 to 28 Oct 2016, Pretoria


Retail studies
Master Retailing - 31 Oct 2016, Johannesburg


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2016 Eat Out Everyday Eateries Awards: Western Cape

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