Mar 19, 2015
The term omni-channel is on everyone’s lips today – across all sectors – yet no brand in South Africa has managed to execute on a true omni-channel strategy, says Lynette Hundermark, MD of Useful & Beautiful. Look to the international market,...
Mar 13, 2015
The unhappy customer – to most companies, this is the worst possible business outcome. How about the indifferent customer? If the customer is king, then surely logic should follow that the customer’s experience, and by association their feelings toward your business,...
Mar 5, 2015
From the Selfie to the Stickler, companies bring a broad range of attitudes, approaches and investments to customer care. Demonstrating this is contact centre solutions provider, Ocular Technologies’ partner, Aspect Software in its “personas study”. The Aspect...
Feb 26, 2015
The advances in technology, economic pressures and shifting cultural norms have resulted in consumers looking for cheaper goods and more convenient ways of accessing them. New models of personal ownership are gaining attention in many industries based on the idea that...
Jan 30, 2015
“It takes just a split second when looking up to see at least one, but typically many, people looking down at their smartphones, preoccupied with matters ranging from work to social,” says Ebrahim Dinat, COO at contact centre solutions provider, Ocular Technologies....
Jan 30, 2015
Sending out an e-mail as part of your lead generation campaign is not unlike trying to strike up a conversation with someone who you would ultimately like to date. The goal is to be so irresistible with that pick-up line that the prospective suitor – or in this case,...
