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How retailers can use social CRM to create meaningful engagement
How retailers can use social CRM to create meaningful engagement

At the dawn of the first Customer Relationship Marketing (CRM) software programmes in the 1970s, retailers relied on customer information collected by sales representatives

By Bradley Elliott 21 Jun 2017

The power of personalisation in customer service
The power of personalisation in customer service

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining who you are

By Wynand Smit 20 Jun 2017

Loyal, long-term relationship building with Gen Z
Loyal, long-term relationship building with Gen Z

Just when you're starting to get the hang of millennials, here comes Generation Z. Their oldest members may only just be starting to enter tertiary education, but they pack a purchasing punch

By Lee Naik 20 Jun 2017

The Promise Group team.
Narrowing that agency Scope(n) Promise of client satisfaction

Promise Group CEO James Moffatt discusses Spanish-based Scopen and the IAS's extensive research and analysis project of the SA marketing and advertising agency community, as well as why client satisfaction and CRM are so important in this current era of consumer power

By Leigh Andrews 6 Jun 2017

OLC Experiential has a new space
OLC Experiential has a new space

Thursday, 1 June saw experiential agency OLC (Offlimit Communications) launch its new office at 34 Impala Road in Chislehurston, Sandton, in collaboration with Flux Trends' Dion Chang, who shared insights from this year's 'The State We're In' presentation called Dazed and Disoriented: The Impact of Being Woke

By Jessica Tennant 6 Jun 2017

Pezisa, Adao and Bus.
#IMCConf 2017: Cracking big ideas in the cognitive era

The second session of the IMC2017 was all about going back to basics in defining the core principles of big ideas that work; how to disrupt or be disrupted as we enter the fourth industrial revolution; and the sad truth that as consumers, we are still being communicated at, not communicated with

By Leigh Andrews 1 Jun 2017

Barclay, Spratt and St Clair.
#IMCConf 2017: The artificially intelligent business of big data

Matthew Barclay of Meltwater, Brett St Clair of Barclay Africa and Justin Spratt of Uber SSA kicked off IMC Conference 2017 at the White Space in Red & Yellow School Cape Town with a session focused on big data, how AI will fundamentally change the world of work and its specific business implications

By Leigh Andrews 1 Jun 2017

Candace van Zyl
The need for smarter CRM software

With the shift from product-focused to customer-focused business in most organisations in the modern world, CRM software is at the forefront of customer satisfaction

By Candace van Zyl 1 Jun 2017

Supplied
#JunkStatus: It's squeaky bum time for South Africa

Junk status: two words that evoke a generally negative emotional response in every adult South African, but what can brands do to stay ahead?

By Jedd Cokayne 31 May 2017

A snapshot into the role of customer personas plus e-book
A snapshot into the role of customer personas plus e-book

With a competitive landscape so fierce, knowing who your customer is and how best to deliver quality service to them has become more important than ever

Issued by Interact RDT 30 May 2017

(c) Luca Bertolli -
There will always be someone who rains on your parade

We live in a very critical world and the worst of them can be the very people we try to serve. Here, Aki Kalliatakis from Leadership LaunchPad compares his friend George to customers who readily criticise and pick on the smallest details

By Aki Kalliatakis 29 May 2017

Chatbots as part of an integrated customer service strategy
Chatbots as part of an integrated customer service strategy

You can have all your communication channels lined up and ready to go, your agents trained to help via phone, email, SMS, web chat and via social media, but you could be missing a trick

By Wynand Smit 29 May 2017

Fighting fake news flames
Fighting fake news flames

Fake news, false claims, invented opinions and online rumour can seriously burn your reputation. Oresti Patricios, CEO of Ornico, unpacks a strategy for putting out fake news fires before they rage out of control and explains how to manage your reputation in the wake of a fake news onslaught against your brand

By Oresti Patricios 25 May 2017

Gen X: How to get the generation right (part 3)
Gen X: How to get the generation right (part 3)

Based on Viacom's extensive research on Generation X, how should brands, advertisers, marketers and media companies alike re-evaluate the way they represent this group of consumers?

By Jessica Tennant 24 May 2017

Gen X: Decluttering misconceptions about what it means to be an adult in 2017 (part 2)
Gen X: Decluttering misconceptions about what it means to be an adult in 2017 (part 2)

While the world was focusing on Millennials and Baby Boomers, Gen X were quietly reinventing what it means to be an adult today

By Jessica Tennant 23 May 2017

Chantel Troskie, customer experience account manager at Oracle SA.
Get ready for the AI startup retail CX revolution

Virtual chatbots are becoming commonplace in the B2B marketing sector as well as for general online consumer shopping. Here's what else to expect from the AI retail startup boom

By Leigh Andrews 18 May 2017

Samantha Craddock © –
Is cold calling dead?

I have been asked to give my feedback on whether or not cold calling is dead and my answer is quite simply, NO

By Dave Nemeth 16 May 2017

The spirit of 'can do': A one-size service does not fit all businesses
The spirit of 'can do': A one-size service does not fit all businesses

The service industry should not be about selling the most expensive products or pushing as many ‘up-sell' add-ons as possible upon a hapless client without regard for the actual results the client may be seeking

Issued by AMcomms 12 May 2017

Effective ways South African businesses can understand their customers better
Effective ways South African businesses can understand their customers better

Whether you're a startup owner or a seasoned business professional, it's vital to have a deep insight into the people and the businesses that buy your products or services

By Boris Dzhingarov, Issued by Monetary Library 10 May 2017

A new eye for 4i
A new eye for 4i

Previously 4i Mobile, 4i has unveiled its new approach, brand, and strategy, as a mobile-first, full-service development collaborative

Issued by 4i 9 May 2017

How brands that disguise their origins do damage to their bottom line
How brands that disguise their origins do damage to their bottom line

Many brands, particularly those from countries associated with poor production quality, attempt to disguise their origins. Some even attempt to deliberately associate their brand

By Paurav Shukla 9 May 2017

Warakorn Harnprasop ©
Customers likely to share positive experiences as much as bad experiences

Research done by Yonder Digital Group found that UK consumers are as likely to share a good experience as a bad one

4 May 2017

Finally get ROI from customer engagement by designing unforgettable brand experiences
Finally get ROI from customer engagement by designing unforgettable brand experiences

Join South Africa's leading customer experience experts for a thought provoking, interactive, experiential two-day boot camp aimed at designing experiences that make your customers keep on wanting to come back for more

Issued by BrandLove 4 May 2017

Need for native speakers to create multilingual chatbots
Need for native speakers to create multilingual chatbots

As chatbots, cognitive technologies, and natural language understanding (NLU) take centre stage, having a workforce that can write these in the applicable language is essential

4 May 2017

(c) Joerg Hackemann -
Airline PR disasters and the lessons you can learn

In light of the recent news reports on bad customer service on airlines, Aki Kalliatakis from Leadership LaunchPad shares a number of ariline PR disasters and some lessons you can learn from them

By Aki Kalliatakis 3 May 2017

Image supplied.
Skyfii rolls out its SaaS platform to 500 Woolworths' stores

The Australian data analytics and marketing services company Skyfii has signed a Master Services Agreement (MSA) with the Woolworths Group and has already rolled out its ‘IO' Software as a Service (SaaS) platform subscription data analytics services to 126 stores

2 May 2017

Image © Monnas Photography.
A truly sensory Experian experience

As the casualty list of digital disruption grows ever longer, it's time to focus on your specific customers and improve their overall experience of your brand or get left in the dust

By Leigh Andrews 21 Apr 2017

Experian SA MD Simon Russell © Monnas Photography.
Cementing the Mosaic of customer experience with Experian

A little over a month ago, Experian SA MD Simon Russell kicked off an exclusive media roundtable explaining their new Mosaic tool and the power for local marketers in finally creating a single view of their customers and targeting by interests rather than demographics

By Leigh Andrews 20 Apr 2017

Gumtree turns over a new leaf
Gumtree turns over a new leaf

From today, 20 April, Gumtree South Africa sports its new logo, as part of an ongoing and comprehensive redesign

20 Apr 2017

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