Aug 24, 2015
The traditional way of seeing customer acquisition and customer retention as separate disciplines is an extremely dangerous way of running a modern business, because it traps you in a public lie. So says Sandra Galer, consulting director for Merchants, South Africa’s...
Jul 31, 2015
In an ever-changing and fast-paced world where alternatives are rife, customer experience is rapidly becoming one of the most important elements of a business’ success. According to the Institute of Customer Service, the driving factor that will determine decisions...
Jul 13, 2015
For business, getting customers through the door is crucial to success. Perhaps even more important is keeping them coming back. This is where delivering excellent customer services comes in. Fantastic customer service makes your customers believe that you are...
Jul 3, 2015
Consumers in fast-growing economies are setting the standard for customer contact, leading the way in expecting to communicate with organisations in a number of different ways, and to switch between communications channels as their conversation progresses. These...
Jun 30, 2015
“Did you know that it costs more to gain a new customer than to have a devoted one? So, why then are budgets, in general, spent more on attaining new customers’ attention than offering attention to its current customers?” asks Ebrahim Dinat, COO at contact centre...
