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The 20 emotions that drive or destroy value in customer experience

The 20 emotions that drive or destroy value in customer experience

20/10/2017 - 08:52
Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our desire to buy or not to buy, what we choose from a company’s offerings, what we remember and share about the experience, and, perhaps most importantly, whether we will be loyal to a brand. read more
Retail with purpose in the new digital economy

Retail with purpose in the new digital economy

17/10/2017 - 15:13
What is the purpose of your business? If you are a retailer and your immediate answer is “to sell more products,” you may find times getting tougher in the months and years ahead. read more
Nespresso shifts focus from exclusivity to sustainability

Nespresso shifts focus from exclusivity to sustainability

13/10/2017 - 08:51
In an effort to shed light on its sustainability efforts, Nespresso is shifting away from its signature star-studded spots to a new ad campaign focused on the farmers and communities that are the backbone of the brand. read more
79% of South Africans using loyalty schemes

79% of South Africans using loyalty schemes

12/10/2017 - 14:30
Pharmacy and beauty retail is leading the charge when it comes to loyalty programmes in South Africa. read more
 Customer loyalty is key to a retailer’s success

Customer loyalty is key to a retailer’s success

12/10/2017 - 11:51
What is important for a retailer is repeat business. Attracting your customer back into your store and rewarding them for spending money with you. Customer loyalty ultimately builds a brand. read more
Weylandts partners with Moving Tactics to implement touch screen and audio solution

Weylandts partners with Moving Tactics to implement touch screen and audio solution

11/10/2017 - 14:45
Weylandts, one of the country’s foremost luxury furniture manufacturers, has introduced in-store touch screens and an audio solution to round out the unique Weylandts shopping experience for their customers.  read more
Do independent retailers need a marketing plan?

Do independent retailers need a marketing plan?

10/10/2017 - 17:06
Many independent retailers have never considered a marketing plan unless they had to file for an SBA loan. read more
Retailers may reach a tipping point where friction may need to be reintroduced to the customer shopping experience

Retailers may reach a tipping point where friction may need to be reintroduced to the customer shopping experience

06/10/2017 - 09:34
In the world of the technological revolution that is not restricted by many physical hurdles, the introduction of new technology invokes dramatic changes that can be brought about relatively quickly, as a result, technological trends are taking up faster than before.  read more
Embracing retail’s digital transformation - A how to guide

Embracing retail’s digital transformation - A how to guide

06/10/2017 - 08:36
We live in a digital age where consumers are increasingly relying on the Internet and mobile devices for everything from paying bills to entertainment. read more
Curing the epidemic of retail bankruptcy: X-data

Curing the epidemic of retail bankruptcy: X-data

04/10/2017 - 13:39
Drastic changes have occurred in retail this year. In just six months, over 300 retailers have filed for bankruptcy, including Gymboree, Gander Mountain, Radioshack, rue21, Payless and Gordman Stores. And the future appears uncertain for a number of others.  read more
Have B2B companies lost control of the customer experience?

Have B2B companies lost control of the customer experience?

04/10/2017 - 09:39
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives. read more
The seven deadly sins of the CX transformation journey

The seven deadly sins of the CX transformation journey

03/10/2017 - 13:50
Customer experience (CX) has emerged as something of a panacea for businesses. And for good reason. When done well, it creates value, reduces costs, and improves both customer and employee satisfaction. read more
Amarula removes elephant from logo

Amarula removes elephant from logo

03/10/2017 - 13:32
Amarula has removed the elephant in their logo as part of raising awareness against ivory trade and saving the vulnerable African elephant from extinction. read more
8 Mistakes to avoid to master personalisation

8 Mistakes to avoid to master personalisation

03/10/2017 - 11:47
Why do so many retail websites still fail to establish a personal relationship with their shoppers? Clearly, something is holding marketers back from delivering the relevant, timely, highly-personalised web experiences that shoppers really want. read more
The brains behind supermarket gimmicks

The brains behind supermarket gimmicks

02/10/2017 - 10:45
Discovery is a great example of a company that has gamified healthy behaviour. But why do other firms get it so wrong? read more
Gen Z wants more in-store tech

Gen Z wants more in-store tech

27/09/2017 - 10:36
Gen Zers are eager to experience in-store tech while they shop, with 39% hoping "just walk out" technology will be implemented within the next 12 months and 44% hoping AR and VR come to fruition during that same period, according to a study by payments platform Adyen. read more
3 Ways to drive sky high retention rates

3 Ways to drive sky high retention rates

27/09/2017 - 08:32
With the excessive increase in marketing content blasted out to consumers on a daily basis, it’s often a challenge for retailers to create new, organic and compelling messages that will grab a consumer’s attention. Even when brands are successful in appealing to a consumer’s interest, they still face the challenge of retaining loyal customers at a high level.  read more
Body Shop and Urban Airship turn mobile wallets into brand and social engagement tool

Body Shop and Urban Airship turn mobile wallets into brand and social engagement tool

26/09/2017 - 14:56
Mobile wallets remain underappreciated and underutilised by retailers. Mobile wallet passes are more lightweight than full-blown retail apps, are more likely to be downloaded and can deliver some of the same marketing functionality, such as location-based notifications. read more
A retailer's guide to driving modern customer experiences

A retailer's guide to driving modern customer experiences

26/09/2017 - 09:50
The growth of the digitally connected world should be great news for the tech-savvy retailer. No longer are the days where customer interactions are limited to the physical confines of brick-and-mortar stores; digital sources like mobile apps, websites, social media platforms, and email subscriptions enable retailers to reach consumers at multiple touch points and opens the door to a new world of ultimate, tailored customer experiences. read more
The psychology of customer experience

The psychology of customer experience

20/09/2017 - 09:37
Being able to reliably analyse and understand the experiences of your customers is not a simple proposition. In every interaction, a number of factors come into play and the finest of margins can decide whether a customer has a positive or negative experience. read more
Marketers fear data quality is hurting digital ads

Marketers fear data quality is hurting digital ads

19/09/2017 - 16:08
Relevant, personalised messages are key to driving engagement, yet the quality of sourced data is negatively impacting results. read more
Contextual commerce: Engaging shoppers on their terms

Contextual commerce: Engaging shoppers on their terms

18/09/2017 - 11:42
We’re living in the age of the customer. Retailers recognise the need to enable consumers to shop on their terms — however they want, wherever they are.  read more
A shopper marketing conundrum: Providing a personalised mobile experience at scale

A shopper marketing conundrum: Providing a personalised mobile experience at scale

12/09/2017 - 14:29
As marketers, we've heard it before and we'll hear it again: successful marketing is all about delivering the right ads to the right person at the right time. In the retail environment, especially, delivering the right ads on the right platform plays a crucial role in positively influencing a customer's overall shopping experience, which can drastically differ depending on the location.  read more
Reebok launches shoppable social media

Reebok launches shoppable social media

11/09/2017 - 16:21
Reebok has made its Instagram account shoppable. The fitness brand shares images of people working out on its Instagram page, rather than simple product shots, and it wanted to ensure customers could identify and shop each of the items featured in an Instagram post. read more
Top 5 Strategies for selling to Millennials

Top 5 Strategies for selling to Millennials

11/09/2017 - 10:34
Capturing and keeping the attention of Millennial shoppers is the holy grail of brands and retailers these days. At 80 million strong, Millennials represent one-quarter of the nation’s population and starting this year, they will spend more than $200 billion annually, estimates Ad Age.  read more
Customer success vs customer support - What's the difference?

Customer success vs customer support - What's the difference?

08/09/2017 - 13:20
Back in the day, things seemed a lot simpler. There were the customer service, accounting, and sales departments. No one could dispute the difference between these departments. But with the emergence of new SaaS and software companies, customer success was born. One could make the logical deduction by looking at their wording that delivering great customer service will achieve customer success.  read more
Identity management: The missing piece of the CX puzzle?

Identity management: The missing piece of the CX puzzle?

06/09/2017 - 11:43
As the customer journey becomes more complex, entailing a growing number of touchpoints on the path to purchase, could identity management play a crucial role in ensuring that the customer experience is a seamless and satisfying one? read more
How direct mail helps your Spring retail marketing

How direct mail helps your Spring retail marketing

06/09/2017 - 11:02
Transitioning from winter to spring brings new anticipation in the retail business, as people pack up their winter woolens and gear up for spring clothing, shoes, makeup, and more.  read more
Mastering the omnichannel experience for Gen Z

Mastering the omnichannel experience for Gen Z

05/09/2017 - 14:58
It’s no secret that Generation Z consumers (aged approximately 13-21) are highly connected and digitally immersed. In response, marketers have been quick to focus all their energy on trends like video and branded filters in an attempt to cater to these digital natives through Instagram, Snapchat and other mobile apps. read more
Levi Strauss' chatbot helps jeans buyers find the right fit

Levi Strauss' chatbot helps jeans buyers find the right fit

05/09/2017 - 14:21
Levi Strauss & Co. announced an artificial intelligence-based chatbot tool called Virtual Stylist, available both via Facebook Messenger and on the Levi.com website, that helps users determine which pair of jeans is the best fit for them. read more
For good measure: Gauging a successful customer experience

For good measure: Gauging a successful customer experience

30/08/2017 - 12:49
Traditionally, customer service has always been thought of as agents sat in a call centre. If you had a problem or a question about your utility bills, or needed to check your bank account or phone tariff, you would make a call to customer services where an agent would deal with your request over the telephone. read more
5 mistakes to avoid when building a customer loyalty program

5 mistakes to avoid when building a customer loyalty program

30/08/2017 - 09:49
Nowadays it seems like every retailer has a customer loyalty program. And if you don't have a program, you have definitely thought about launching one. read more
Launching loyalty programs - The common missteps to avoid

Launching loyalty programs - The common missteps to avoid

28/08/2017 - 08:59
Launching or relaunching a loyalty program is a monumental feat for many retailers. That’s especially true for those without any history of loyalty programs — and more so, those whose loyalty investments in the past never paid off. read more
How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

25/08/2017 - 15:39
The growth in e-commerce does not mean the death of bricks and mortar retail. read more
Mom knows best: Insights on marketing to mothers from a leading value retailer

Mom knows best: Insights on marketing to mothers from a leading value retailer

23/08/2017 - 16:30
If retailers want to truly add value to the lives of mothers, they need to forget their preconceptions of ‘what moms want’. A genuine understanding of the priorities and challenges faced by mothers within their target market is critical – and if this is not taken to heart, retailers run the risk of alienating this powerful group. read more
CEM Africa Summit highlights the growing importance of this business trend

CEM Africa Summit highlights the growing importance of this business trend

23/08/2017 - 11:21
The largest customer experience event in Africa, The Customer Experience Management (CEM) Africa Summit, now in its sixth year, educated over 500 delegates on key trends and successes while recognising leaders in this maturing field with the first CXA Awards. read more
How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

How brick-and-mortar retailers can benefit from shoppers' e-commerce habits

22/08/2017 - 09:31
The growth in e-commerce does not mean the death of bricks and mortar retail. read more
Personalised experiences – The art of getting it right

Personalised experiences – The art of getting it right

21/08/2017 - 17:32
The annual CEM Africa Summit took place in Cape Town last week. The event brought together some of the greatest minds in the industry who shared their valuable knowledge and provided innovative solutions in the CX sphere, all with the common goal of improving CX across Africa.  read more
Brand loyalty is a thing of the past, says research

Brand loyalty is a thing of the past, says research

15/08/2017 - 15:56
Consumers are ditching their favourite brands in favour of speed and convenience, concluded new research from Salmon. read more
The key to mobile self-checkout success

The key to mobile self-checkout success

14/08/2017 - 15:27
Mobile self-checkout technology promises to not only streamline the physical checkout experience, but more importantly, to bring an augmented digital shopping experience to the physical store. read more
Six steps to successful monitoring of your customer service

Six steps to successful monitoring of your customer service

14/08/2017 - 11:47
In today’s competitive environment, the quality of your customer service is an increasingly important factor in nurturing positive customer loyalty.  read more
Solving the mystery of the non-buying consumer

Solving the mystery of the non-buying consumer

14/08/2017 - 11:14
With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. read more
4 key pillars of customer experience governance

4 key pillars of customer experience governance

08/08/2017 - 12:00
The era of the customer experience (CX) is well and truly here. Every aspect of your company, from your employees to the products and services you offer, are now key cogs in the CX machine. With the right structure and the right processes, this CX machine can become one of your biggest strengths that sets you apart from your competitors. read more
Nike celebrates visionary women with 'Air VaporMax' campaign

Nike celebrates visionary women with 'Air VaporMax' campaign

07/08/2017 - 16:18
Nike is celebrating a group of visionary women, the Visionairs, in its 'Air VaporMax campaign'.  read more
Common mistakes retailers make using in-store signage

Common mistakes retailers make using in-store signage

07/08/2017 - 11:40
Until LED screens become as affordable as paper, there will be a place for the humble but effective in-store sign, and retailers need to ensure their in-store signage is as effective as it can be.  read more
How is the Internet of Things affecting customer service?

How is the Internet of Things affecting customer service?

04/08/2017 - 13:25
You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognised by other devices and contribute info to a database. The Internet of Things describes Internet V.2, where data is created by things. read more
How to create a customer journey map

How to create a customer journey map

01/08/2017 - 10:28
The output of the customer journey mapping process is the map itself – a practical and visual document that should be able to communicate a number of things.  read more
3 key strategies for driving loyalty enrolment

3 key strategies for driving loyalty enrolment

01/08/2017 - 09:06
Over the past several years, loyalty programs have helped countless brands to retain customers and drive sales by rewarding returning customers for their continued patronage. read more
Who owns and controls the brand experience in the digital age?

Who owns and controls the brand experience in the digital age?

28/07/2017 - 14:47
The days of companies dictating brand and customer experience while their consumers play a passive role on the sidelines have long passed. read more
Shoppers moving to mobile: Where retailers fall short with m-commerce experiences

Shoppers moving to mobile: Where retailers fall short with m-commerce experiences

21/07/2017 - 11:08
Mobile is a large and growing segment of online shopping, with data showing 62 percent of mobile users have purchased online and 42 percent of consumers use mobile as their primary access to websites.  read more
Why you need to put yourself in your customers’ shoes…or pants…or jackets

Why you need to put yourself in your customers’ shoes…or pants…or jackets

21/07/2017 - 09:29
The growing number of customer touchpoints has made creating and implementing effective marketing strategies harder than ever. In fact, Hubspot's State of Marketing 2017 shows only 61 percent of marketers believe their marketing strategy is effective. This means that 39 percent of marketers are deploying ineffective strategies. read more
Creating a productive retail store operation

Creating a productive retail store operation

20/07/2017 - 13:21
The role of the store is changing. Most consumers engage with digital at some point in the shopping journey, so when it comes to creating a retail store operation, retailers have a dual challenge to improve customer experience and increase productivity.  read more
How interactive technology just might save the brick-and-mortar experience

How interactive technology just might save the brick-and-mortar experience

20/07/2017 - 10:11
Interactivity is the new name of the game for a wide range of industries looking to better engage their customers. And where better than retail, an industry that’s fighting to keep market share against burgeoning online sales across virtually every category? read more
Bridging the reality gap with marketing automation

Bridging the reality gap with marketing automation

14/07/2017 - 13:20
Email marketing revolutionized how B2B companies do business. It’s easy, instant, and has the highest ROI of any marketing channel available. There’s a challenge, though, that many B2B businesses aren’t meeting with their email messages – translating virtual engagement into real interaction.  read more
Digitally transform for a new breed of customer

Digitally transform for a new breed of customer

14/07/2017 - 09:42
Given the exponential growth of data generated by mobile devices in the connected business landscape, organisations have no choice but to embrace digital transformation initiatives. But while technology is an important aspect of it, customer experience will be one of the most significant drivers behind this change. read more
Study: What consumers expect when they buy online, pick up in store

Study: What consumers expect when they buy online, pick up in store

13/07/2017 - 16:37
In the age of evolving consumer preferences enabled by digital technologies, customers continue demanding convenience and ease of use while shopping online.  read more
Making retail work for every generation

Making retail work for every generation

13/07/2017 - 14:16
Many retailers today seem fixated on introducing new technologies to appeal to the millennial consumer. millennials — those born between the mid-80s and 2000 — are now the largest group in the workforce and according to a recent study from Accenture, are expected to spend $1.4 trillion in the U.S. by 2020.  read more
IoT proving valuable in driving customer experience, savings and operational efficiencies

IoT proving valuable in driving customer experience, savings and operational efficiencies

12/07/2017 - 14:21
Advanced developments in Internet of Things technology is providing retailers a slew of benefits, from faster product replacement to product performance, and is increasingly being embraced by household brands to boost operational efficiencies, compliance and marketing promotion. read more
Estée Lauder combines AR with chatbots

Estée Lauder combines AR with chatbots

12/07/2017 - 09:46
Estée Lauder has created a chatbot lipstick advisor which consumers can engage with via Facebook Messenger. read more
How to avoid the traps of customer experience measurement

How to avoid the traps of customer experience measurement

11/07/2017 - 15:18
The impact of customer experience initiatives must be measured in order to justify additional investment. However, measurement approaches are often reactive and tactical, with executives investing heavily in measurement systems built on incomplete and inconsistent sets of metrics. read more
How the Internet of Things can repair the customer connection to brick and mortar

How the Internet of Things can repair the customer connection to brick and mortar

11/07/2017 - 09:20
The internet has forever altered the way we connect with each other but more interestingly, it has also changed the way we shop.  read more
The past, present and future of AI in customer experience

The past, present and future of AI in customer experience

05/07/2017 - 09:34
You can credit IBM’s Watson for creating a platform for artificial intelligence integration into a multitude of business and customer-facing applications. You can thank Facebook for all the buzz about chatbots and the gold rush of developers and venture capital creating an onslaught of bot companies. You can laud Apple’s Siri and Amazon’s Echo for implementing intelligence into everyday devices and bringing to life voice as the new user interface. read more
How to make emotional connections with service

How to make emotional connections with service

04/07/2017 - 09:18
Today customers use self-service for straightforward interactions, leaving complex issues like account closure or claims disputes for a phone conversation. read more
Fast Web performance outshines rich online experiences

Fast Web performance outshines rich online experiences

30/06/2017 - 16:36
To stand out in a highly saturated digital marketplace, retailers must deliver fast speeds that drive top-notch experiences.  read more
Retail’s future and its unified experience

Retail’s future and its unified experience

29/06/2017 - 11:21
If retailers want to stay relevant and in business, they must change their business models to be more customer-centric. Knowing what technologies are available to create the most effective shopper experience is the key to digital transformation success. read more
How to transition from reactive to proactive customer service

How to transition from reactive to proactive customer service

28/06/2017 - 16:19
Getting to a place where the majority of your customers never have to contact you for support queries is the Holy Grail of customer service and something achieved by very few customer-facing brands. read more
Google braces for EU ruling that may slow shopping ad boom

Google braces for EU ruling that may slow shopping ad boom

28/06/2017 - 09:37
Google executives will wake up on Tuesday to the largest antitrust fine in European history. Even a whopping financial penalty would do little to faze a company whose parent has more than $90 billion in cash. read more
Six steps to building a proactive customer service strategy

Six steps to building a proactive customer service strategy

26/06/2017 - 15:48
Leading-edge companies around the world are now practicing proactive customer service, where customer needs are anticipated and met, rather than simply reacting to requests for service. read more
How fashion brands are trying to connect with Gen Z

How fashion brands are trying to connect with Gen Z

22/06/2017 - 14:42
Much like millennials before them, Gen Z — the demographic born between 1995 and 2010 — has been a particularly tough nut for fashion and beauty marketers to crack. read more
How to create a top customer experience in just three steps

How to create a top customer experience in just three steps

20/06/2017 - 16:45
Convenience has become the new loyalty. So, it obviously pays to invest some time and resources into making your customers feel as though they’re being served seamlessly, with their needs anticipated and their problems solved with minimal effort. read more
Price war: Retail’s latest self-destructive addiction

Price war: Retail’s latest self-destructive addiction

15/06/2017 - 10:37
Retail can have a promising future. But the strategies to get there have been decidedly weak. This has led to a lot of finger pointing in the industry as to who or what is to blame, but until companies can comprehensively address the real issues facing their businesses, the headlines are going to remain the same. read more
Brands are facing a whole new world of retail realities

Brands are facing a whole new world of retail realities

14/06/2017 - 09:56
Once upon a time, brick-and-mortar malls were the center of many people’s lives. Families would go to movies, adolescents would socialize with friends, and there were lots of places to buy everything from groceries to garments. Many of the anchor stores — like Sears, Macy’s or Best Buy — served as aggregators of brand-name products. read more
Report: Online sales alter trade and brand marketing

Report: Online sales alter trade and brand marketing

13/06/2017 - 11:29
As retail sales shift from offline to e-commerce, marketers must learn to adjust trade strategies and budgets to be successful in a digital world. read more
Is it time for stores to ditch the free Wi-Fi?

Is it time for stores to ditch the free Wi-Fi?

12/06/2017 - 10:38
With inexpensive unlimited plans now regularly promoted by carriers and consumers less worried about overage charges, free Wi-Fi spots aren’t as popular as they used to be. read more
From catwalk trends to data trends: Must-have skills for tomorrow’s retailers

From catwalk trends to data trends: Must-have skills for tomorrow’s retailers

09/06/2017 - 12:49
In today’s digital world, creativity is just one skill needed for commercial success in the fashion industry. The art of design remains crucial, but leading designers are supplementing art with science – using digital technologies to connect with customers on both a hyper-local and hyper-personal level. read more
Marketing objectives: How to make your contact strategy measurable

Marketing objectives: How to make your contact strategy measurable

06/06/2017 - 15:01
A contact strategy is imperative for controlling customer communications and ensuring that you deliver the right message, at the right time to the right customer through the right channel. read more
Google launches purchases on Google program

Google launches purchases on Google program

05/06/2017 - 15:23
Google has launched its Purchases on Google program, allowing merchants that sell on Google to have a call to action in the search engine results page. At the moment it’s a mobile-only feature of product listing ads (PLAs) that allows shoppers to buy on Google from participating merchants. read more
Will personalised pricing only lead to more discounting?

Will personalised pricing only lead to more discounting?

01/06/2017 - 15:45
A study from Baylor University concludes the mere presence of a personalised pricing program may encourage some consumers to expect discounts all the time. read more
Finding true customer centricity

Finding true customer centricity

31/05/2017 - 10:04
For decades, retailers have held fast and true to the marketing mantra, looking for a 360-degree view of the customer. The rise of e-Commerce and the big data that it produced created a world of promise for an all-knowing view of the customer that could be combined with relevant CRM information. read more
Help customers on the support journey and up the loyalty ladder

Help customers on the support journey and up the loyalty ladder

31/05/2017 - 09:15
Think about your ideal experience as a customer. It felt smooth and quick to get in touch with a sharp and friendly support person, right? You felt heard and understood. read more
Millennials most likely to spend on brands they love

Millennials most likely to spend on brands they love

30/05/2017 - 17:38
Despite claims that brand loyalty is dead among millennials, new research from Accenture, which explored the loyalty relationships between consumers and brands operating in the CPG industry, finds that 67% will, in fact, spend more with the brands they love, compared to older shoppers. But realising that opportunity by earning and maintaining loyalty from younger consumers remains a challenge, as 70% regularly keep an eye out for better deals. read more
Study: Email, not Facebook, drives consumer engagement among brands

Study: Email, not Facebook, drives consumer engagement among brands

24/05/2017 - 13:24
Despite social media’s growing presence in many consumers’ lives, it is not the ideal platform for brand interaction. read more
Popping up is good for business

Popping up is good for business

23/05/2017 - 15:39
There’s no better way to do market research than by putting yourself and your product out there on the street. If you sell like crazy, you can safely assume that people want what you have to offer. That’s how simple it should be, especially in these times of ‘lean business models’ as the necessary approach to starting up a business.  read more
How machine learning is changing retail

How machine learning is changing retail

22/05/2017 - 14:06
According to dunnhumby, the global leaders in customer science, machine learning will bring about changes of a similar scale or greater to that seen in the industrial revolution of the nineteenth century. But what effect will this have on our shopping experience?  read more
Five ways to drive customer loyalty through marketing touchpoints

Five ways to drive customer loyalty through marketing touchpoints

18/05/2017 - 12:44
Getting new customers is a good thing, however, you only win big if you can turn them into loyal customers, and loyalty is only possible when your customers have a satisfying emotional experience after doing business with you.  read more
wiGroup mcommerce innovation helps drives on-demand retail trend in SA

wiGroup mcommerce innovation helps drives on-demand retail trend in SA

15/05/2017 - 13:45
New mcommerce platform enables mobile order and pay in retail stores by leveraging existing infrastructure. read more
How South African businesses can embrace the tech revolution

How South African businesses can embrace the tech revolution

15/05/2017 - 11:43
The Fourth Industrial Revolution was a hot topic at the recent World Economic Forum in Davos and more recently WEF Africa in Durban. But what does a technology-driven revolution mean for local entrepreneurs and the local small business environment?  read more
What to do with all that data?

What to do with all that data?

15/05/2017 - 10:51
The amount of personal data that companies are now able to collect about their existing and potential customers has grown exponentially over the past few years. In 2014, tech manufacturing giant IBM estimated that collectively, people create 2.5 quintillion bytes of data each day. read more
Consumer aspirations affect retail

Consumer aspirations affect retail

12/05/2017 - 13:14
The concept of ‘aspirations’ is not easily defined as each person has their own definition and understanding of the term. However, general consensus points towards improving one’s current state of living and improving the way one lives his or her life as the general definition. read more
FMCG suppliers need to become master storytellers to succeed with grocery retailers

FMCG suppliers need to become master storytellers to succeed with grocery retailers

11/05/2017 - 14:14
With retail multiples looking to downsize their ranges, especially in the context of cost price negotiations prompted by recent currency fluctuations, FMCG suppliers need to become master storytellers to remain competitive. read more
4 Tips to meet shoppers’ expectations via mobile

4 Tips to meet shoppers’ expectations via mobile

11/05/2017 - 10:58
Mobile shopping continues to be on the rise. So it comes as no surprise that brands and retailers continue to invest more and more into this shopping channel. read more
The other side of brick-and-mortar retail: Survival of the fittest

The other side of brick-and-mortar retail: Survival of the fittest

10/05/2017 - 10:16
Here's what brick-and-mortar retailers can do to innovate and come out on top as the battle between online and in-store shopping ramps up. read more
Go beyond omnichannel to create a true, single view of your company

Go beyond omnichannel to create a true, single view of your company

09/05/2017 - 13:02
Omnichannel promised to integrate physical and digital channels, allowing retailers to deliver a seamless shopping experience. But in reality, because of stand-alone, legacy systems, many of these channels operate in silos, making it difficult to achieve full transparency and causing missed opportunities.  read more
The Mother’s Day prep that drives in-store shoppers

The Mother’s Day prep that drives in-store shoppers

09/05/2017 - 10:06
Drive in-store shoppers and maximise Mother's Day sales by preparing ahead of time, promoting discounts and targeting your ideal shopper with engaging ads, giving shoppers a reason to come to you. read more
Google’s latest tool aims to help retailers find new customers

Google’s latest tool aims to help retailers find new customers

05/05/2017 - 15:59
Google recently rolled out similar audiences for search and Google Shopping, which enable merchants to find consumers similar to their existing customers. read more
Retailers, robots & the art of automating empathy

Retailers, robots & the art of automating empathy

04/05/2017 - 10:39
Four of the biggest Customer Service Technology Trends that retailers will be implementing in the coming year from the 2017 Forrester report. read more
The fundamentals of data-driven marketing

The fundamentals of data-driven marketing

02/05/2017 - 12:46
Marketing is increasingly built on data. Database services provide the raw material for constructing buyer personas, developing account-based marketing strategies, and analysing your audience’s needs. But what principles govern the data on which modern marketing rests? Here are six critical properties that make data-driven marketing successful.  read more
New retail report reveals South Africa's most customer-centric retailers

New retail report reveals South Africa's most customer-centric retailers

26/04/2017 - 12:20
A recent survey conducted by the global leaders in customer science, dunnhumby, titled the Customer-Centricity Index (CCI) reveals that South Africa’s most successful apparel retailers are those with a high focus on ‘customer-centricity’ defined as focusing on creating a positive customer experience by placing your customer in the centre of your retail decisions. According to the recent study, the local retailers that scored the highest on their overall customer-centricity score include Fabiani, Woolworths, H&M, Miladys, Markham, Cotton On and Mr Price.  read more
Can tailored digital video messaging transform grocery end-caps?

Can tailored digital video messaging transform grocery end-caps?

26/04/2017 - 09:33
The Coca-Cola Co. recently rolled out a new digital signage system attached to endcaps located in the centre store of supermarkets to deliver branded video and e-coupons to customers. read more
Tech insights: Omnichannel bots are in your future

Tech insights: Omnichannel bots are in your future

25/04/2017 - 15:38
As recently as the 1990s, the only real form of text-based communication with customers was via email. Today, consumers have a range of social platforms they use to effortlessly communicate — and they expect their shopping experiences to be effortless and, more importantly, seamless across channels as well.  read more