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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

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

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

(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

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

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