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Humans want human touch in customer journey, not bots

New UK research indicates that consumers value human interaction in the customer services process, with 87% reporting they tend to stay more loyal and increase their business with companies that offer a real person to talk to at the right stage of their customer journey

3 days ago

#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

African Reputation Index defines corporate reputation

While 80% of people will not buy from a company with a damaged reputation, the good reputation of a company brings with it benefits such as allowing it to charge a premium for its products

By Danette Breitenbach 16 Mar 2017

Eight startup marketing strategies that always work

Blogger and freelance writer for yen.com.gh Lisa Griffin discusses eight marketing strategies that always work for her.

By Lisa Griffin 17 Feb 2017

Customer centricity and collaboration for all

First came Marketing2020, then came Insights2020. In their latest industry shakeup, Kantar Vermeer has put the wheel in motion for the formation of a local South African CMO Council. Frank van den Driest, Kantar Vermeer's chief client officer, shares how this will strengthen the local marketing industry

By Leigh Andrews 16 Feb 2017

Putting customers first

Business has always been built around the customer, and recent developments are forcing companies to examine their business processes

By Wynand Smit 14 Feb 2017

How to create engaging customer experiences

Customer experience has become an emerging battleground for most organisations, as they seek ways to extract further value from customers…

13 Feb 2017

Right mix of emotions drives social media referrals

BBC StoryWorks has revealed a link between emotions and campaign metrics that can enhance the success of content-led marketing campaigns. The right mix of emotions drive social media referrals

10 Feb 2017

How the Top 20 SaaS companies deal with angry Twitter users

Twitter is public, unfiltered, uncensored, and often an aggressive place. It can be harsh for software companies to combat the constant influx of negativity

By Benjamin Brandall 9 Feb 2017

Forrester's predictions indicate CMOs at risk as consumers up experience needs

Forrester's 2017 predictions indicate US online adults want new and engaging digital experiences and will switch companies to find them, IoT will suffer compromise and over 30% of CMOs could be ousted

8 Feb 2017

How to address the needs of the uncompromising customer

Intercontinental Hotels Group's 2017 Trends Report highlights the uncompromising nature of today's customer

19 Jan 2017

#BizTrends2017: The shift from the experience economy to the transformation economy

The world is in a silent revolution. Global consciousness is growing. Passion for mindless luxury is waning. Consumers are increasingly mindful of not only what their chosen product gives them, but how it makes them feel

By Claudia Roth 11 Jan 2017

So we've created a world of consumers... now what?

The relentless marketing and advertising drives of the last century have landed us in the midst of a world of consumers driven by instant gratification - and to be fair, advertising is completely to blame

By Chemory Gunko 5 Jan 2017

Digitalisation: do or die

Doing business in the digital age will become more about enhancing the customer experience than the product or price

By Deon van Heerden 22 Dec 2016

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