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CUSTOMER EXPERIENCE NEWS ON FASTMOVING

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Marketing takes its place at the boardroom table

Marketing takes its place at the boardroom table

16/04/2019 - 09:44
Marketing is increasingly being seen by the accountants as an integral part of the success of any organisation, and many chief marketing officers are responsible for huge budgets, according to a new survey. read more
Turning vision into value: the future of customer experience

Turning vision into value: the future of customer experience

11/12/2018 - 14:21
Anyone can paint a big vision, but very few turn it into economic success for their customers, partners and themselves. read more
FoST - An immersive storytelling experience, but is South Africa ready for the learnings?

FoST - An immersive storytelling experience, but is South Africa ready for the learnings?

07/12/2018 - 10:05
In an industry that changes as quickly as the weather in Joburg, marketers have seen a vast change in the depiction of brands and a fascinating shift in the consumer experience.  read more
Are you tracking the most important part of Black Friday? (Hint: It's not sales)

Are you tracking the most important part of Black Friday? (Hint: It's not sales)

16/11/2018 - 11:48
As one of the busiest days of the year, Black Friday has always been a means of measuring business success. read more
Forget personalisation: individualisation is the new frontier of customer engagement

Forget personalisation: individualisation is the new frontier of customer engagement

18/10/2018 - 09:23
According to a Dimension Data survey, 13% of companies self-rate the delivery of their customer experiences a healthy nine out of 10; the same survey, however, found that a third of companies aren’t even able to track customer journeys.  read more
 7 Tips for providing exceptional shopper support in-store

7 Tips for providing exceptional shopper support in-store

11/10/2018 - 12:02
Customer service is one of the biggest drivers of sales and loyalty in retail, yet plenty of merchants continue to underestimate just how powerful it can be. Head to the mall and you’ll see that many companies still fall short when it comes to serving and delighting consumers. Don’t let your business be one of them. Strive to provide superb customer support and make sure that you and everyone else in your team are willing to go above and beyond for shoppers. read more
Using technology to move beyond price and merchandise as a retailer’s differentiator

Using technology to move beyond price and merchandise as a retailer’s differentiator

11/10/2018 - 11:44
Increasingly, retailers need to create a compelling reason for customers to enter their stores and should look at technology as a way to differentiate themselves from the competition. read more
Customer experience driving CRM’s evolution

Customer experience driving CRM’s evolution

04/10/2018 - 08:30
The urgent need for businesses to attract and retain customers in today’s fiercely competitive market has revolutionised customer interaction and Customer Relationship Management (CRM). This is now a technology-driven business discipline underpinned by the advent of big data analytics, AI and the cloud. read more
Customer experience and the brand need to become two parts of the same equation

Customer experience and the brand need to become two parts of the same equation

19/09/2018 - 13:19
Winning customer experience visions should be centred on authenticity and delivering on the brand promise. read more
6 Tips for top customer engagement on mobile from the 2018 PriceCheck Awards

6 Tips for top customer engagement on mobile from the 2018 PriceCheck Awards

18/09/2018 - 08:50
Speaking at this year’s annual PriceCheck Awards Ceremony, CEO Kevin Tucker noted that the Tech and E-commerce Awards are more important than ever before. He said that while 2018 has been a tough year for retail, it’s an industry with massive potential for growth. read more
Africa's customer experience experts descend on Cape Town

Africa's customer experience experts descend on Cape Town

27/07/2018 - 09:04
Africa's top customer experience experts are gathering Cape Town for the 7th annual Customer Experience Management Africa Summit, held at the Cape Town International Convention Centre on the 1st and 2nd of August.  read more
Golden rules for creating memorable customer experiences

Golden rules for creating memorable customer experiences

13/07/2018 - 09:00
Customer experience is the one thing that will create an emotional connection between brand and consumer. read more
Driving customer loyalty in e-commerce

Driving customer loyalty in e-commerce

19/03/2018 - 11:00
A brand's success hinges on the loyalty of its customers, a prize that has become increasingly difficult to secure.  read more
Why product data is key to superior customer experience

Why product data is key to superior customer experience

06/03/2018 - 16:02
Most retail marketers would argue that the secret to effective sales is creating an outstanding customer experience. From investing in UX design and customer relationship management software to training customer service staff, frontline marketers know that every consumer touch point is critical to creating a compelling brand experience. read more
Annual retail report reveals most customer centric retailers in SA

Annual retail report reveals most customer centric retailers in SA

20/02/2018 - 08:50
With economic conditions in South Africa likely to remain weak, the apparel retail industry growth forecast for 2018 is muted. In addition, the entrance of international brands has added further challenge for local incumbents. read more
Retailers face clear-cut choice for 2018: Embrace empathy or lose customers

Retailers face clear-cut choice for 2018: Embrace empathy or lose customers

26/01/2018 - 10:01
There's a lot of buzz about empathy when it comes to customer experience, primarily what it means, and why it's important. But, what is often overlooked is how to use it. In simple terms, it's all about predicting your customers' needs and staying two steps ahead of them. It's about connecting with your customers in a meaningful way by showing you care about them on an individual level. read more
How AI can streamline the shoe design process

How AI can streamline the shoe design process

08/12/2017 - 09:48
Individuality is highly valued in today’s fashion world, with fashion enthusiasts constantly trying to stay one step ahead before the next latest and greatest trend takes hold. For many, footwear is the perfect canvas to showcase individual style and make a personal statement in everyday life. read more
4 ways retailers can boost the product discovery experience

4 ways retailers can boost the product discovery experience

07/12/2017 - 09:51
What defines the marketplace of the future?  read more
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
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
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 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
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
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
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
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
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 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
Wal-Mart experiments with tech-enhanced 'Next-Gen' stores

Wal-Mart experiments with tech-enhanced 'Next-Gen' stores

19/05/2017 - 10:21
Wal-Mart Stores Inc. last week said it’s “testing new approaches in two recently opened supercenters" in Tomball, TX, and Lake Nona, FL featuring new layouts and technology to improve the shopping experience.  read more
3 Tips for adding live video to your retail marketing strategy

3 Tips for adding live video to your retail marketing strategy

24/04/2017 - 16:26
Even though live video marketing has become a hot topic, only 14 percent of marketers are actually doing it. More than 50 percent of retail marketers want to push their creative thinking abilities to learn how to add it to their strategy but aren’t quite sure how to start. read more
The CX you should deliver within 8 seconds

The CX you should deliver within 8 seconds

24/04/2017 - 14:51
Today's marketers face the challenge of capturing consumers’ brief attention span as they speed through the overwhelming quantity of content and offers available on every channel. read more
How dynamic pricing and automated inventory impacts customer experience

How dynamic pricing and automated inventory impacts customer experience

18/04/2017 - 11:07
The fashion retail landscape must adapt to changing consumer habits. Technologies which marry the physical stores with digital retail spaces are becoming a default for any successful business in the fashion world. Retailers will succeed if they are able to create and individualise customer journeys which are supported by digital platforms and tools with various touchpoints. read more
Artificial intelligence causing an explosion in the eCommerce shopping experience

Artificial intelligence causing an explosion in the eCommerce shopping experience

13/04/2017 - 11:47
As e-commerce and online shopping becomes a bigger industry every year, an impatient consumer base hopes for a faster, personalised and more responsive way to shop and search. Enter artificial intelligence (AI), which has already established itself as a valuable tool to provide a more immersive and interactive shopping and internet experience. read more
Why retail is getting “experience” wrong

Why retail is getting “experience” wrong

28/03/2017 - 09:37
Apple co-founder Steve Jobs once said: “Design is a funny word. Some people think that design means how it looks. But of course, if you dig deeper, it’s really how it works.”  read more
Is ‘wantedness’ something that marketers need?

Is ‘wantedness’ something that marketers need?

24/03/2017 - 09:56
It’s not enough for customers to be loyal to brands; brands must be loyal to customers. read more
Careful curation is key to avoiding in-store sensory overload

Careful curation is key to avoiding in-store sensory overload

13/03/2017 - 10:07
Each moment, it seems, something new emerges to compete for our attention. Our desktop browsers manage dozens of tabs simultaneously, even though we can only process the information contained on those pages one tab at a time. Our phones ping away, constantly keeping us connected to an infinite virtual world.  read more
Proven strategies that build customer loyalty

Proven strategies that build customer loyalty

10/03/2017 - 10:08
Many organisations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers. read more
Retail surgery: What’s next for multichannel retailers?

Retail surgery: What’s next for multichannel retailers?

17/02/2017 - 10:04
Today’s multichannel retailers need to embrace integrated marketing technologies in order to have a single view of their customers and their shopping journeys across both physical and digital touchpoints. read more
The rise of the customer

The rise of the customer

06/02/2017 - 09:13
In a market where customer experience trumps product as a competitive advantage, businesses are constantly faced with the challenge of providing customers with the experience that they are looking for. Today’s customers are both savvy and demanding, knowing what they want and expecting to get it when they want it. This is invariably immediately. read more
Are consumers checking out of traditional retail?

Are consumers checking out of traditional retail?

26/01/2017 - 14:18
Poor performance over the festive season suggests shoppers are spending elsewhere. read more
Online shopping blasting holes in traditional retailer profits

Online shopping blasting holes in traditional retailer profits

25/01/2017 - 10:11
Faster, cheaper and more convenient online alternatives stalk traditional retail sector read more
3 guiding principles of developing a 1-to-1 customer experience

3 guiding principles of developing a 1-to-1 customer experience

24/01/2017 - 13:51
The 1-to-1 customer experience: it’s what your shoppers expect. They experience it with Netflix and Facebook on a daily basis, and they anticipate that same convenient experience when they shop with you, too. If your experience doesn’t make it easy for your shoppers to find the right products, they’re likely to give up and go somewhere else. And in grocery, where your catalogue consists of tens of thousands of products, the challenge is even greater and more important. read more
How technology is making retail more human

How technology is making retail more human

10/01/2017 - 11:12
Technology is dramatically changing the retail landscape, but one thing remains the same: Retail is about providing high-quality, engaging experiences for customers. Human customers. read more
Kohl's, Apple provide best cross-channel experiences

Kohl's, Apple provide best cross-channel experiences

20/12/2016 - 08:41
With consumers increasingly blind to which "channel" they use during their multi-touch point shopping journeys, it's no longer sufficient for a retailer to offer a great customer experience in one channel but to fall short in another. Unfortunately, a survey of the top 50 U.S. retailers reveals that strong CX ratings across all three channels — store, web, and mobile — are still the exception rather than the rule. read more
Is your supply chain agile enough to handle the volume spike this festive season?

Is your supply chain agile enough to handle the volume spike this festive season?

06/12/2016 - 15:59
It is imperative that retailers, both traditional and online, are properly geared for the expected upsurge in sales that is synonymous with the 'silly season' in order to realise revenue targets, as well as offer a shopping experience that attracts a loyal following. read more
Is your supply chain agile enough to handle the volume spike this festive season?

Is your supply chain agile enough to handle the volume spike this festive season?

01/12/2016 - 08:57
It is imperative that retailers, both traditional and online, are properly geared for the expected upsurge in sales that is synonymous with the 'silly season' in order to realize revenue targets, as well as offer a shopping experience that attracts a loyal following. read more
DHL acknowledges importance of customer service for African businesses

DHL acknowledges importance of customer service for African businesses

14/10/2016 - 09:07
A recent Forrester survey has found that, internationally, 39% of customers tell their friends and families about bad customer experience. While there are no current statistics on the impact of poor customer service on businesses operating in Sub-Saharan Africa, it is safe to say that poor customer service can seriously affect a company's bottom line. read more
Customer experience is essential for your business

Customer experience is essential for your business

03/10/2016 - 14:42
Organisations globally need to focus on customer experience in order to succeed. This is particularly true for industries where products and services are fast becoming commodified. read more
To inspire customer loyalty, retailers uncover a new moment of truth

To inspire customer loyalty, retailers uncover a new moment of truth

30/08/2016 - 09:05
Customer experience is now the critical differentiator brands can’t afford to ignore. Maximizing satisfaction with a customer’s entire journey has the potential to increase customer satisfaction by 20% and lift revenue by up to 15%.The retailers that pull ahead of the pack will be those who deliver a premium experience from beginning to end.  read more
Customer service eclipses products, services as number one customer consideration

Customer service eclipses products, services as number one customer consideration

26/08/2016 - 11:23
Businesses used to compete against one another on one of three fronts: price, quality of product or service, or superior marketing. In the digital age, these factors are taking a back seat to something that is altogether more difficult to define, and that is customer experience. read more
 V&A Waterfront reports strong growth in 2013

V&A Waterfront reports strong growth in 2013

03/05/2013 - 10:21
New developments, refurbishments and an increase in international brands set to drive continued growth Cape Town, 02 May 2013: The V&A Waterfront continues to track ahead of national retail growth figures in 2013. According to the latest report by Statistics SA, results for the national average sales growth in January indicate a 6.8% increase while the V&A reports show a growth of 11.64% increase for January.  read more
Middelburg Mall draws record turnouts this festive season

Middelburg Mall draws record turnouts this festive season

12/12/2012 - 10:18
Middelburg Mall may be a newcomer to the South African retail scene, but it has already attracted over three-million shoppers since it opened in April this year, and retailers are reporting excellent trading densities across the board.  read more
iStore Opens In Nigeria, Offers Training On Apple Products

iStore Opens In Nigeria, Offers Training On Apple Products

05/12/2012 - 09:47
With the launch of its business in the Nigerian market last week, authorised Apple reseller in Nigeria, iStore has revealed plans to offer free training to customers on Apple hardware and software. read more
Engen Oranjezicht gets Reinvigorated

Engen Oranjezicht gets Reinvigorated

30/04/2012 - 11:44
One of Engen Petroleum Limited’s most popular urban 1-Plus service stations, Engen Oranjezicht in Cape Town, is again open to the public following a four-month makeover.  read more