New research: How employee emotions' impact on customer experience
The latest Ask Afrika Orange Index provides customer service trends, insights and thought leadership based on 13 years of data, across 32 industries and 155 companies, with representative companies as...
View ArticleMedia storm hits Nairobi over restaurant's 'no-Africans after 5' ban
NEWSWATCH: According to The Voice in Kenya's capital Nairobi, a Chinese restaurant bans Africans after 5pm as it deems they could be a terrorism threat...Read more... | Send to a friend
View ArticleCRM can be really magical - when it works
Are you doing everything in your power to ensure you use your Customer Relationship Management (CRM) system properly to ensure your customers have a positive experience and leave happy?Read more... |...
View ArticleIABC EMENA conference tackles leadership communication
LONDON: The IABC EMENA (International Association of Business Communication - Europe, Middle East and North Africa), the counterpart of the Africa region of the IABC, hosted their annual conference...
View ArticleManaging brand and reputation risk when your customer has a louder voice
Over the past 10 years, organisations have seen the control they used to have in their interactions with their customers slip slowly away. Where you used to build your brand with big TV ads and manage...
View Article[Biz Takeouts Podcast] 132: VMA Group, customer experience and #campaign4change
On Thursday, 28 May 2015, Biz Takeouts Marketing and Media Radio show host Warren Harding (@bizWazza) was joined by Daniel Munslow (@munslowd), Principal Consultant, VMA Group Africa (@VMAGroup) to...
View ArticleCEM Summit develops 'Four Key Tracks' agenda
The CEM Africa Summit team has developed an agenda featuring 'Four Key Tracks', bringing organisations closer to their customers through topics including 'Connecting With Your Customer, Smart Data and...
View Article[CEM Africa Summit] CEM for the tech-enabled African future
You need to keep an eye on future trends from the rest of the world to better manage your business' current customer experience. Some of these trends were shared in the Customer Experience Management...
View ArticleNew job titles, old job descriptions
Something good happened at the Loeries this year, the introduction of the Service Design category in a 'creatives' event nogal! This is a great development as it reflects the industry that takes itself...
View ArticleStay nimble and make loyalty trends happen
Image via Pexels</span>Organisations need to be more agile to meet the needs of their customers.Read more... | Send to a friend
View ArticleExperience, not price drives consumers' preferences in Africa
Image via [[www.123rf.com 123RF]]</span>According to Professor Adré Schreuder, CEO of Consulta, customer experience has surpassed price as major purchasing driver in Africa. This follows...
View ArticleInsights2020: Three dimensions for customer-centric growth
The digital revolution has opened businesses up to a world of possibilities that only a decade ago was considered science-fiction. By 2020 there will be more than 50 billion connected devices...
View ArticleDisruption through the on-demand economy
Disruptive technologies, such as Airbnb and Uber, are changing the way business is done through the on-demand economy, which is the immediate real-time provision of goods and services by companies,...
View ArticleCreating great customer service to elevate business
Good customer service forms the basis of a successful business to consumer organisation, for though the customer is not always right, he or she has the power to make or break a company's...
View ArticleExperts give insight in new report on the cultural connection to brand...
A new report from the Chief Marketing Officer (CMO) Council, Building Brands That Attract and Engage Fans, taps into expert opinion from PepsiCo, Visa, J&J, PetSmart, Cox Communications, Opus Bank...
View Article[Biz Takeouts Lineup] 183: The CEM Africa Summit and NATIVE VML's trends report
On the next Biz Takeouts Marketing & Media radio show on Thursday, 28 July 2016, from 9-10am, show host Warren Harding is joined by Simon Cranswick, managing director at Anana Africa, to chat about...
View Article[Biz Takeouts Podcast] 183: Evolution of CEM and the CEM Africa Summit
On Thursday, 28 July 2016, Biz Takeouts Marketing and Media Radio show host Warren Harding (@bizwazza) took a closer look at customer experience management and the annual CEM Africa Summit taking place...
View ArticleFive technologies that will change customer service by 2021
Rather than obsessing about driving efficiencies, savvy business leaders will look to emerging technologies to find new revenue streams and, more importantly, covert normally fickle customers into...
View Article#CEMAfrica: The value of CX in emerging markets
© Konstantin Inozemtcev – [[www.123rf.com 123RF.com]]</span>In the age of the customer, retailers and marketers need to pay attention to customers and CX like never before. Here's how to get it...
View ArticleBig Data is watching - embrace the benefits
Source: IT News Africa</span>Consumers are getting wise to brand activities - but it's not as simple as they may assume. After several unsolicited calls in the course of a couple of days, people...
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