Sep 5, 2013
Africa is in a league of its own when it comes to the prepaid mobile world, with many different touch points that operators need to manage to ensure customers experience and their own brand integrity. KPMG undertook a “mystery shopping” study on the...
Jul 8, 2013
It is true that a good customer experience will lead to more business, or better “word-of-mouth marketing”. Certainly, users all know that in the era of social media, a single negative customer interaction can lead to a public relations nightmare, says Deon Scheepers,...
Jun 28, 2013
Retailers across Europe are at a crossroads, facing the dilemma of increasing operational efficiency while also improving customer experience – and being aware that achieving both is not possible. An exclusive survey of European retail management commissioned by...
Jun 7, 2013
The worldwide recession may be fading in some sectors, but its repercussions are only being felt now in others. This has resulted in many businesses having an increased focus on maximising value, and a greater need for that eternal business goal: greater efficiency. ...
Feb 14, 2013
The world’s most valuable brands, such as Coca-Cola, Google, McDonalds and Apple, all have one thing in common – they recognise the crucial role of providing a consistent customer experience. As a result, South African businesses are being urged to follow suit...
