Top customer experience trends for 2019

2018 has indeed been a tough year for South African businesses. Many organisations have faced closing their doors or reinventing themselves in order to remain in business. Lizette Akker, customer experience management lead and associate partner at IQbusiness Now more...

Human and virtual worlds to combine in 2019

For companies looking to fully embrace the evolution of customer experience (CX), a delicate balancing act must be achieved between adopting the right technologies and engineering the right business strategies. By Rob Allman, senior vice-president: customer experience...

The future of customer loyalty is digital

In a world where people have a plethora of services and products available to them, companies have to work harder than ever to keep their existing customers loyal. After all, with just a few taps of their smartphone or laptop keyboard, people can change their...

Loyalty in business takes on a new form

Both e-commerce and bricks & mortar companies are exploring various channels to not only retain current customers but attract new business. The retail market has become so competitive that loyalty and reward programmes are widespread and are adapted to suit...

Loyalty a must in the hospitality industry

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. This is according to Frik van der Westhuizen, marketing...

Why mobile is the gatekeeper of brand loyalty

Achieving long-term brand loyalty has become brutally difficult for South African retailers. Mobile represents an unparalleled opportunity for savvy retailers to reach customers in more personalised, efficient and powerful ways – paving the way for a new era of...