INSIGHTS AND ANALYSIS
SERVICES SOUTH AFRICA
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Brand Chenin as SA's wine specialty, says leading US commentator
24/07/2017 - 09:19
South Africa stands the strongest chance of making an impact in the US by linking its wine marketing message with a single varietal in the way New Zealand has done with Sauvignon blanc and Argentina, with Malbec. This is the view of Lauren Buzzeo, the recently appointed managing editor of respected publication Wine Enthusiast, based in the US but read worldwide.
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.
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.
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.
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.
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.
Ebay launches price match guarantee
06/07/2017 - 09:55
Ebay is poised to introduce a price match guarantee scheme on more than 20,000 deals on its UK website.
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.
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.
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.