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MultiChoice team at CXA Awards © .
MultiChoice dominates first-ever CXA Awards

MultiChoice won four out of the six awards awarded at the first-ever CXA Awards held at the Century City Convention Centre in Cape Town last night

By Juanita Pienaar 4 hours ago

The CXA Awards - What it means for South African consumers
The CXA Awards - What it means for South African consumers

Chantel Botha chaired the CXA judging panel for the 2017 awards and acknowledges the companies and individuals who put themselves out there to be considered for the prestigious award

By Chantel Botha 2 days ago

Analytics is critical, but data is being left out
Analytics is critical, but data is being left out

Without incorporating data from all channels, organisations will rely on a level of assumption, allowing a disconnect between what customers want and what is being delivered

By Danny Drew 27 Jul 2017

(c) Marcin Jucha -
#Newsmaker: Reimagining an education brand in Red & Yellow

Heléne Lindsay recently joined the “disparate, quirky bunch” at Red & Yellow, where she's taking on the customer side of things. Her appointment coincides with the school's brand repositioning, which will be unveiled at the end of August

By Jessica Tennant 19 Jul 2017

Marketing in a recession and beyond
Marketing in a recession and beyond

Gill Randall writes that markets don't stop in a recession. According to Randall, people don't stop shopping it's just the consumer's behaviour that changes

By Gill Randall 18 Jul 2017

The rise of enterprise experience
The rise of enterprise experience

In today's experience economy, becoming customer centric is a necessary and well acknowledged transformative organisational challenge

By Cleve Gibbon 18 Jul 2017

#Apex2017: Has connectiveness killed the big idea?
#Apex2017: Has connectiveness killed the big idea?

In the context of the massive shift in digital the world is undergoing; the big idea is dead. There is a new way of work and it is lean and agile. It is about learning, tweaking and testing. It is about building a personal relationship with every customer

By Danette Breitenbach 11 Jul 2017

#Newsmaker: Kgaugelo Maphai, The MediaShop's new MD
#Newsmaker: Kgaugelo Maphai, The MediaShop's new MD

Kgaugelo Maphai joined The MediaShop as MD a couple of months ago when the agency moved to its new Johannesburg office

By Jessica Tennant 5 Jul 2017

Boris Dzhingarov
How to see your brand the way your customers do

When you spend years immersed in a single topic, it's easy to get lost in it, and lose sight of what outsiders know, see, and care about

By Boris Dzhingarov, Issued by Monetary Library 4 Jul 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

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

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