Feb 15, 2013
A fundamental lack of understanding about who the customer is means insurers are facing a “through the looking glass” moment. Traditional perspectives about the importance of operational excellence and a primarily product-focused approach, are being turned inside-out...
Feb 11, 2013
With the dawn of a new year, many new innovative startups are also bound to see the light as young entrepreneurs with stars in their eyes and dreams of becoming the next Bill Gates, Steve Jobs or Mark Shuttleworth, put their ideas into what they surely hope will...
Feb 6, 2013
Has a bank manager ever given readers a hug? Or have the waiters at the neighbourhood coffee shop ever recited poetry to them? If the answers are “no” and “never”, then readers are among millions of consumers who feel unloved by the retailers...
Jan 10, 2013
With mobile penetration in South Africa already well over 100%, an increasing number of enterprises are turning to this medium as a means of communicating with their customer bases. Mobile communications tools like SMS represent an immediate, personal and...
Jan 10, 2013
Many a company draws in customers with promises of excellence in after-sales service, but once the customer has purchased the item and experienced difficulties with the use thereof, the after-sales service becomes an intangible promise which the supplier is not...
