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Individualisation: The powerful trend shaping retail customer experience
Individualisation: The powerful trend shaping retail customer experience

Rising inflation. Record petrol prices. A VAT increase. A technical recession. SA consumers are feeling the pinch as a confluence of forces put immense pressure on their wallets...

By Ian Steyn 3 days ago

#Newsmaker: "Measure, review, react" - Marilyn Nel
#Newsmaker: "Measure, review, react" - Marilyn Nel

Marilyn Nel joined BMi Research earlier this year as new research manager to lead the B2B market research department, responsible for building client relationships, guiding clients through research projects and overseeing the research process on all projects...

By Jessica Tennant 16 Oct 2018

Campaigns no longer cut it: Why we should stop creating things with a finite shelf life
Campaigns no longer cut it: Why we should stop creating things with a finite shelf life

When we seek to build long lasting, evergreen digital brand assets that are deeply useful to the customer, we create a scenario where your brand is actually useful to a customer, beyond just the products you sell...

By Devin Ross 15 Oct 2018

Overall winner of the 2018 Ask Afrika Orange Index is Woolworths Food. Image supplied.
2018 Ask Afrika Orange Index: Be human

The 17th Annual Orange Index Customer Service Awards saw Woolies Food take the top spot with Burger King and Woolies (Clothing) second and third were respectively...

By Danette Breitenbach 10 Oct 2018

E-commerce needs ERP
E-commerce needs ERP

E-commerce is growing rapidly and many will increase their online spend to get better deals, for its convenience and savings on shipping...

By Bernard Ford 9 Oct 2018

(c) racorn -
Recession-beating tips for customer retention

Stats SA recently announced the news of a second quarter fall of 0.7% in the Gross Domestic Product, and that this has officially plunged us into a recession. What should be of concern to companies is the burden of such a recession on consumers....

By Wynand Smit 5 Oct 2018

Does big data make us understand less?
Does big data make us understand less?

Isla Prentis says that big data was pegged as a trend at the beginning of this year, for the sixth year in row. Something's wrong with this picture...

By Isla Prentis 27 Sep 2018

How to stay afloat when fake online reviews could sink your business
How to stay afloat when fake online reviews could sink your business

Fake news is a pervasive epidemic. Insidious distortion of truth, fueled by hidden (or blatant) agendas is now accepted as a fact of life...

By Daniella Shapiro 27 Sep 2018

Chatbots are the future of customer communications
Chatbots are the future of customer communications

Two technologies that are set to have a particularly big impact on customer communication going forward are chatbots and machine learning...

By Brent Haumann 20 Sep 2018

6 top tips for effective customer engagement on mobile
6 top tips for effective customer engagement on mobile

Speaking at this year's annual PriceCheck Awards ceremony, CEO Kevin Tucker noted that the Tech and E-commerce Awards are more important than ever before...

By Lynette Hundermark 18 Sep 2018

Progressive companies should turn CX into a competitive advantage
Progressive companies should turn CX into a competitive advantage

Decision-makers need to understand that to use Customer Experience (CX) for competitive advantage, their customer-facing staff must be ready to switch hats on the fly and do so flawlessly...

By Chantel Troskie 17 Sep 2018

The new battleground of customer experience
The new battleground of customer experience

Wayne Hull highlights that for CEOs and CMOs alike, addressing customer experience will be the key imperative in 2018 - and not merely at the B2C level, but B2B and B2B2C too...

By Wayne Hull 7 Sep 2018

data/ © dolgachov via
African research dominated by mobile, social media

There is a demand for insight into African markets and much of the data collection is done via mobile, social media and CRM...

By Danette Breitenbach 6 Sep 2018

Customer service remains top of the list
Customer service remains top of the list

Customers choose brands that value them and understand their needs...

By Werner Theron 4 Sep 2018

5 ways CX is emotional rather than rational
5 ways CX is emotional rather than rational

Brendon Bairstow-Klopper suggests that it is more sensible to take a macro-level view by practising the peak-end rule. The peak-end rule says that customers remember their peak-experience with a brand, rather than specific interactions...

By Brendon Bairstow-Klopper 4 Sep 2018

What's in a (cross)word?
What's in a (cross)word?

Newspaper readers don't like change. Especially if that change means the loss of their beloved crossword...

By Werner Theron 22 Aug 2018

The path to sustainable growth is customer acquisition (Part 2)
The path to sustainable growth is customer acquisition (Part 2)

This is a continuation of Tyron Sharnock's article on customer loyalty and how it has long been regarded as a critical component to building a brand with traditional models focusing on loyalty metrics such as customer retention and repurchase...

By Tyron Sharnock 21 Aug 2018

Are you ready to reach your future customer?
Are you ready to reach your future customer?

Is there any value in comforting your customers today with nostalgia from yesterday when their choices are naturally evolving at the rapid pace of a vastly shifting world around them?

By Gareth Grant 17 Aug 2018

Grid takes branding to new heights
Grid takes branding to new heights

As part of Absa's recent rebrand, I interviewed Grid Worldwide's chief experience officer Yatish Narsi to find out how they came up with the idea to conduct a drone show to showcase the vision for the brand, South Africa and the African continent as a whole...

By Jessica Tennant 15 Aug 2018

The path to sustainable growth is customer acquisition (Part 1)
The path to sustainable growth is customer acquisition (Part 1)

Customer loyalty has long been regarded as a critical component to building a brand with traditional models focusing on loyalty metrics such as customer retention and repurchase...

By Tyron Sharnock 14 Aug 2018

Technology: The challenge for marketers
Technology: The challenge for marketers

We will almost certainly wake up tomorrow with a new platform, feature, or app; this raises a few critical questions for advertisers and marketers: how will we keep up? Should we rush in to adopt? And how do we adapt to these new trends?...

By Andrew MacKenzie 3 Aug 2018

Maximising ROI without compromising on CX - top tips
Maximising ROI without compromising on CX - top tips

Business-wide strategies are complex - each department operates with structured KPIs that may include boosting profitability, customer feedback ratings, or a host of other criteria - the trick is to ensure that all these departments operate in concert with each other...

By Wynand Smit 31 Jul 2018

3 keys to unlock the heart of customer experience in travel
3 keys to unlock the heart of customer experience in travel

The brand-customer relationship is a complex one; in contemporary marketing, it's developed by data analytics, and to a large degree, relationship marketing tools such as loyalty programmes. The question is, how relevant are these programmes to the local consumer?

By Danny Bryer 30 Jul 2018

Megan Power, former award-winning investigative journalist, editor and columnist.
#StartupStory: Power Lab goes back to basics

Consumer specialist and media veteran Megan Power has launched Power Lab, a new strategic communications agency that's going back to basics...

By Juanita Pienaar 26 Jul 2018

7 small details to improve the retail customer's experience (Infographic)
7 small details to improve the retail customer's experience (Infographic)

The customer's experience is one of the major factors that can make or break your retailing business if not managed properly. With the increasing competition in the market nowadays, it is only important to keep your customers happy and satisfied with product and service to keep them loyal to your business...

By Frank Ouyang 26 Jul 2018

4 ways to get your customers to participate in your case study
4 ways to get your customers to participate in your case study

Most of the B2B marketers respond that "case study" is a goldmine for marketing. The age-old problem that every marketer faces, is getting the client stories from the customers. Here are four ways to get your customers to participate...

By Sri Varshini Kolavennu 17 Jul 2018

How consumer trends are transforming executive DNA
How consumer trends are transforming executive DNA

Executive DNA is not immutable. Requirements shift. Profiles change. Business needs and economic conditions are obvious drivers, but societal factors, technology developments and the spirit of the times play a major role in how executives see themselves, their role and priorities...

By Annelize van Rensburg 4 Jul 2018

#IFE2018: Finding the emotional connection
#IFE2018: Finding the emotional connection

People connect differently and define an emotional connection differently, so while an emotional connection builds consumer trust and sales growth, it is a difficult connection to achieve...

By Danette Breitenbach 4 Jul 2018

Jason Xenopoulos |
#CannesLions2018: The Art of Branded Entertainment according to VML's Xenopoulos

As part of the 2017 Cannes Lions Branded Entertainment jury, Jason Xenopoulos, VML global chief vision officer and EMEA CCO, collaborated with the jury to write a book called The Art of Branded Entertainment, which was launched just one year later at Cannes Lions 2018 on Tuesday, 19 June...

By Jessica Tennant 22 Jun 2018

Customer experience: you're most probably doing it wrong
Customer experience: you're most probably doing it wrong

Gone are the days of customer service consisting of treating buyers with common courtesy. Customer service has been disrupted by an expectation of a total customer experience that is dictated by the customer, not company policies...

By Juanita Vorster 19 Jun 2018

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