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Fighting fake flames
Fighting fake 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 9 hours ago

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 1 day ago

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 2 days ago

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

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

(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

Today, gatekeepers make the worst brand builders
Today, gatekeepers make the worst brand builders

One of the many benefits of working for an advertising agency is that I get to experience working with numerous and diverse businesses. During my interactions one thing is very clear - to create consistency in the mind of the consumer, one needs a single, definable brand expression

By Mike Jones 10 Apr 2017

Dervish37 © –
A little less conversation, a little more action

Why an integrated data platform is the key to aligning marketing, sales and service

By Michael Bornheim 24 Mar 2017

Boris Dzhingarov
How new companies should treat customer service

When you're running a large company or one with a long history of performance, customer service often means preserving a reputation that already exists. With a new business, you'll need to build a reputation from scratch

By Boris Dzhingarov, Issued by Monetary Library 20 Mar 2017

#SeamlessAfrica: A masterclass in millennial engagement and retention
#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
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

Boris Dzhingarov
Five tips to keep your clients coming back like a boomerang

With so many people willing to endure long lines at their favorite coffee shop or boycott companies that sell products they need, it could be argued that people don't buy products - they buy relationships

By Boris Dzhingarov, Issued by Monetary Library 8 Mar 2017

Putting customers first
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

(c) Wavebreak Media Ltd -
Customer service is not a science, says Cell C CEO

A simple and common sense message that came across loud and clear at the Ask Afrika Orange Index Conference on Thursday, 9 February 2017 that seems to be the key to success in customer service was to create more real, meaningful human connections

By Jessica Tennant 13 Feb 2017

Starbucks SA launches rewards programme
Starbucks SA launches rewards programme

Starbucks South Africa launched its localised version of the global rewards programme, Starbucks Rewards at the Rosebank store

By Jessica Tennant 1 Feb 2017

Langstrup © –
How to achieve seamlessness if there's no structural overhaul

Global firms are looking to create seamless customer experiences for their customers, regardless of where they are, what language they speak, channel choice, or device choice. But, so far, are your customers far from convinced by your seamless experience? Here's why and what you can do about it

By Herb van der Raad 30 Jan 2017

(c) Aaron Amat -
Are consumers checking out of traditional retail?

Poor performance over the festive season suggests shoppers are spending elsewhere

By Julia Ahlfeldt 26 Jan 2017

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

Pixabay
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

123RF
Where is customer management going in 2017?

The most ridiculous phrase in the English language is 'the foreseeable future'. You can't foresee it. What you can do is monitor trends that, if sustained, will impact your business

By Aki Kalliatakis 14 Dec 2016

Five customer referral mistakes to avoid
Five customer referral mistakes to avoid

One of the most effective ways of getting new customers is through referrals. Getting constant referrals from your clients and customers can increase brand awareness, create trust and boost your profits significantly

By Charles Mburugu 8 Dec 2016

123RF
Social media sentiment shows why customer expectations matter

Brands that fail to meet customers' high expectations may see their market share slide. Marketing is a multi-billion rand exercise in setting expectations

By JP Kloppers 8 Dec 2016

123RF
Business 2020: It's not about you, it's about them

If 2016 taught us anything it is that it is essential to fully understand who your customers - or target audiences - are. The shock Brexit and USA election outcomes are both cases in point

By Julia Ahlfeldt 7 Dec 2016

(c) Cathy Yeulet -
Three back-office hacks for improved customer service

Communication, time and resolution work in relationship with one another and can all be improved. If they're made more efficient, the customer service machine will be faster and smoother, ensuring that what needs to get done does, and that customers experience great service, boosting loyalty and more business

By Wynand Smit 8 Nov 2016

Winding down to year end means gearing up in a contact centre
Winding down to year end means gearing up in a contact centre

Some key things to bear in mind prior to the holiday season, to streamline processes and ensure productivity and quality remain high, and that customers continue to receive the best customer experience

By Bruce von Maltitz 7 Nov 2016

Appointment of POPI Information Regulator could mean earlier implementation
Appointment of POPI Information Regulator could mean earlier implementation

The appointment of an Information Regulator on 26 Oct means that the Protection of Personal Information Act is coming into effect sooner rather than later. Wynand Smit notes that this will have a tremendous impact on the way companies do business in 2017, with regards to how they obtain, store and dispose of customer information

By Wynand Smit 3 Nov 2016

Pixabay
VW no. 1 in customer service

VW took the number one spot in the Ask Afrika Orange Index 2016/17 Top 10, at a chic cocktail function at the Wanderers Club in Gauteng. The Index measures and recognises customer service benchmarking and social profiling

By Danette Breitenbach 2 Nov 2016

Pixabay
Digital transformation driven by customer experience

According to Forrester, perceived value is equal to experience over expectation. Customers have higher, and higher expectations of customer experience and social media channels

By Craig Terblanche 28 Oct 2016

Adobe London Symposium: Putting customer experience first
Adobe London Symposium: Putting customer experience first

Last week, Adobe hosted their annual Symposium in London with the theme 'Customer experience comes first'

By Kirsty Barkhuizen 26 Oct 2016

These customers ain't loyal... Or are they?
These customers ain't loyal... Or are they?

Can people buy from you consistently, but not out of loyalty? It is possible that you may be selling services and/or products, business is booming but the majority of the transactions take place grudgingly

By Bogosi Motshegwa 12 Oct 2016

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