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Team Demographica.
Get to grips with CX and the customer journey now, or else...

Demographica CEO Warren Moss explains why your 2018/2019/2020 strategy sessions need to go beyond the generic inside-out design thinking filter and truly focus on the customer journey

By Leigh Andrews 7 Dec 2017

Image credit: Alok Sharma - .
New research suggests organisations should embrace new messaging culture

Surge in consumers' use of messaging and social media is transforming their expectations of service, says new BT and Cisco research

6 Dec 2017

Defective product risk is an increasing peril for companies
Defective product risk is an increasing peril for companies

Tougher regulation, global supply chains, materials from fewer suppliers and consumer awareness are contributing to a rise in recalls, says Allianz Global Corporate and Specialty (AGCS) report

5 Dec 2017

Screengrabs from the ad.
#OrchidsandOnions: MTN's 'Bright side' really dazzles, but this Sunday Times sub sinks without a trace...

I've talked before about the mega-battles of the cell phone brands as they launch their end-of-year campaigns (why they focus on summer is a bit beyond me, given that summer's already been underway for almost three months by now)

By Brendan Seery 5 Dec 2017

Jochem Wijnands, Dutch founder and CEO of TRVL. Image supplied.
Why digital publishers need to rethink what they're doing

Jochem Wijnands, Dutch founder and CEO of TRVL (it's pronounced as an acronym), explains the need for a 'build it yourself' mindset and putting user experience first when it comes to digital publishing

By Leigh Andrews 5 Dec 2017

SA Customer Satisfaction Index reveals preferred mobile network
SA Customer Satisfaction Index reveals preferred mobile network

According to Consulta's latest South African Customer Satisfaction Index (SAcsi) for Cellular Networks, cellular network customers are the least satisfied with MTN and most satisfied with Vodacom

5 Dec 2017

Is a little loyalty too much to ask for?
Is a little loyalty too much to ask for?

The South African retail market is a battleground at the moment: fierce competition by brands; a vast choice available to consumers; and a weak economic climate

By Romy Honneysett 23 Nov 2017

Techsys Digital awarded key Virgin Active platform
Techsys Digital awarded key Virgin Active platform

Virgin Active's recent multi-agency pitch process resulted in Techsys Digital being awarded the contract to build and support their next-generation e-learning platform

Issued by Techsys Digital 23 Nov 2017

Why branding really matters
Why branding really matters

Building strong brands is a long-term process that requires a lot of thought and planning from a future-fit standpoint

By James Maposa 22 Nov 2017

Scopen’s global CEO Cesar Vacchiano and Johanna McDowell of IAS.
Getting to grips with the Scopen Agency Scope 2017

The results of the second edition of the Scopen Agency Scope are in! I caught up with Scopen's global CEO Cesar Vacchiano and Johanna McDowell of IAS on the importance of client-agency relationships, particularly with BEE being a uniquely SA component within the global advertising landscape

By Leigh Andrews 22 Nov 2017

BBM Messenger's Adam Pattison on chat, dark social and the new mobile economy
BBM Messenger's Adam Pattison on chat, dark social and the new mobile economy

On his visit to South Africa for the MMA (Mobile Marketing Association) Forum in Johannesburg on 2 November and Mobile Monday in Cape Town on 6 November, Adam Pattison, vice president, Americas & EMEA at BBM Messenger, shared insights into chat or dark social and how this is shaping the mobile economy

By Jessica Tennant 20 Nov 2017

Image credit: Pixabay - .
Google reveals findings of the 2017 Connected Consumer Study

Google SA has announced the launch of the 2017 Connected Consumer Study, conducted by research group Kantar TNS

20 Nov 2017

Image credit: Sean Prior - .
The rise of the emoji and the public rating system

Scott Cundill writes that the emoji is a powerful tool that can help businesses get paid quicker

By Scott Cundill 20 Nov 2017

Designing for voice
Designing for voice

The ability to use your voice to get search results is, without a doubt, growing at a rapid pace, and for good reason - it's fast, convenient and just plain fun

By Adriaan Steyn, Issued by Dentsu Aegis Network 14 Nov 2017

Image credit: .
Ask Afrika Orange Index: Feeling customer service

Marketers need to understand the dynamics of emotions in marketing and how they relate to other factors such as attitudes, persuasion and brand loyalty

By Danette Breitenbach 13 Nov 2017

Image credit: Negative Space via
Data visualisation tools provide a view of the customer journey beyond marketing

One of the largest challenges that organisations face in becoming more data-driven is to bring data together from different systems across and within departments

By Richard Mullins 13 Nov 2017

A day with SA neuromarketing experts
A day with SA neuromarketing experts

Leading experts in the field of neuromarketing will share new findings, techniques, technologies and expertise at a one-day seminar to be hosted in Cape Town on 22 November

Issued by Knowledge Resources 9 Nov 2017

#AfricaCom: Mobile advertising - connecting brands to their customers
#AfricaCom: Mobile advertising - connecting brands to their customers

Elo Umeh, CEO of the Terragon Group, explored the peculiarities of the African market, the pain points of the modern marketer and where the true value lies with regards to mobile advertising

By Juanita Pienaar 9 Nov 2017

Cundill captions this ‘London: It’s Silicon Valley on ice.’
#BehindtheSelfie with... Scott Cundill

This #EntrepreneurMonth, we go behind the selfie with Scott Cundill - part marketer, consumer champion, technologist, and published author, he's the innovator, story architect and business tech driver of The Gentle Reminders Club, as well as CEO of Majestic3

By Leigh Andrews 8 Nov 2017

Add value before self-promoting on social media
Add value before self-promoting on social media

Businesses often misunderstand the function of social media. A quick scroll through most business pages on Facebook will quickly reveal their errors

By Yolandi Allen 7 Nov 2017

#Trending: The rise of consumer resilience
#Trending: The rise of consumer resilience

How are people coping in this new connected world? A global study from Viacom looks at The Next Normal: Rise of Resilience among consumers, including from Nigeria and South Africa, and how brands should respond

By Louise Marsland 7 Nov 2017

Photo: Rudolph de Girardier. Source: Google Photos.
Google Street View, Drive South Africa collab captures all of SA wilderness in 360°

"For the first time, travellers and wildlife lovers from across the globe can explore the full spectrum of South Africa's diverse wilderness areas on Google Maps and Street View."

3 Nov 2017

Could the humble phone call be the future of digital CX?
Could the humble phone call be the future of digital CX?

We live in a text-first society. If one of your customers has a problem, your website is generally the first place they'll go. A customer resorting to a voice call should be a warning that their patience is really running thin

By Rob Lith 31 Oct 2017

Ask Afrika's Orange Index Awards: Taking away our emotions
Ask Afrika's Orange Index Awards: Taking away our emotions

Technology might be assisting us to deliver the highest levels of customer satisfaction ever, but this is at the cost of our humanity

By Danette Breitenbach 27 Oct 2017

Seven ways to embed your EFM programme to drive sales
Seven ways to embed your EFM programme to drive sales

Today's C-suite executives are familiar with customer feedback in ways that colleagues in previous eras could only dream of

Issued by Ipsos 26 Oct 2017

If all banks closed today, would South Africans miss them?
If all banks closed today, would South Africans miss them?

Findings about the South African market from WE's inaugural Brands in Motion research shows consumers don't care as much about fancy banking app features as they do about their values and how banks align with these

By Sarah Gooding-Kobus 26 Oct 2017

Rainer Gottschick, chief executive, Avis Rent a Car, Southern Africa.
Longevity through customer experience

When it comes to customer experience, many brands talk the talk. Not that many walk the walk. Avis Rent a Car (Avis) is not one of these

By Danette Breitenbach 23 Oct 2017

How to influence the customer of the future
How to influence the customer of the future

No one can accurately predict the future, but present-day research and information can direct us on how to make informed decisions for days ahead

By Jill Young Schutte 23 Oct 2017

The power of consumer insights (combined with woke strategy and creative)
The power of consumer insights (combined with woke strategy and creative)

Never has it been so evident to acknowledge and value the power of consumer insights in 2017

By Thomas Sepheka 20 Oct 2017

Client service is dead
Client service is dead

What has been the biggest change in the advertising industry over the last two decades, besides the rise of digital channels? Surely one of the biggest changes has been client service

By Susan Rowan, Issued by Grey 17 Oct 2017

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