Nov 25, 2014
As trends like online shopping, smartphones and social media have matured, so has the way in which customers research and purchase products and services, says Mark Hiller, GM at Lexmark South Africa. Although physical stores are far from dead, retailers continue to...
Nov 21, 2014
Most organisations engage customers by informing, stimulating, influencing and ultimately attracting them to do business. This is closely followed by servicing them effectively and ensuring that they are satisfied, loyal and advocates of the product or service. With...
Nov 19, 2014
At this late stage in our technological evolution we are facing yet another digital divide – this time between consumers and the companies that supposedly serve their interests. And it’s time the latter caught up, says Suren Govender, MD: Analytics at Accenture...
Nov 14, 2014
More than 1 300 South African consumers gave laptop consumers a customer satisfaction score of 75.1 out of 100 in the latest South African Customer Satisfaction Index (SAcsi) – but this score is four points lower than last year. The laptop brands included in the index...
Oct 5, 2014
The nature of today’s business environment means that nearly every customer experience is fuelled by technology. More than ever before it’s become imperative for business to leverage a combination of people, processes and technology to create meaningful customer...
