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CUSTOMER SERVICE NEWS ON FASTMOVING

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Why poor customer service is killing your brand (and how to fix it)

Why poor customer service is killing your brand (and how to fix it)

20/08/2019 - 09:18
South African businesses are faced with an exceedingly difficult task. They have to find ways to survive in the face of ongoing political uncertainty, fast eroding business and investor confidence, and declining consumer spend.  read more
SA retail 'squandering' sales growth - client experience expert

SA retail 'squandering' sales growth - client experience expert

04/07/2019 - 09:18
Local business leaders could be losing out on significant bottom-line gains for not paying attention to customer service. read more
A fresh approach to customer service

A fresh approach to customer service

27/05/2019 - 15:43
During 2018 we made some significant changes to our internal team structures that have improved our business, delivering greater value to our clients, and a richer and more fulfilling work experience for our team across PR and Digital Marketing Services. 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
Ways technology empowers retail staff

Ways technology empowers retail staff

24/10/2018 - 10:50
The more technology changes, the more customer behaviours change too. So, in order to keep up with your customers’ needs, you need to empower your employees in a time of digital transformation. read more
How poor customer service impacts the retail customer experience

How poor customer service impacts the retail customer experience

17/10/2018 - 09:31
Picture the situation: you're on the phone with customer support. You speak to a representative who can't help you. Your call gets forwarded to another agent. So you start your story over from the beginning and explain what you need to get out of the call. They can begin a process but will really need another team to jump in to complete. Another agent takes up your case and again you explain your situation as well as a summary of the two previous calls. 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
A good customer experience can impact repeat business

A good customer experience can impact repeat business

10/10/2018 - 08:56
Companies that ensure that customers who want to cancel their services have a positive experience leave the door open for future business. read more
Why SMEs should outsource customer service to boost their bottom line

Why SMEs should outsource customer service to boost their bottom line

01/10/2018 - 09:03
With ongoing advancements in technology, it’s a priority for small business owners to adopt a digital mindset. Based on where the market is headed, the future of customer service is artificial and extremely intelligent. If you’re not will to adapt to digital transformation, your business is going to struggle to survive. read more
Exciting predictions to look forward to in customer service technology

Exciting predictions to look forward to in customer service technology

19/09/2018 - 09:45
Customer service has evolved over the years. Today, companies are relying on artificial support to assist in time-consuming tasks and to bridge the communication gap between agents and customers. From real-time messaging and video technology to self-service, cryptocurrencies and more, the traditional customer-facing departments are experiencing massive changes in day-to-day operations.  read more
How to set a return policy that works for the customer and you

How to set a return policy that works for the customer and you

07/05/2018 - 11:50
A store's return policy is an important part of your overall approach to customer service, but it's not as simple as making your guidelines strict or lenient. Return policies are very specific to your brand and what you're looking to accomplish — there is no one-size-fits-all strategy.  read more
How to integrate AI into your service to create happy customers

How to integrate AI into your service to create happy customers

23/04/2018 - 15:53
If you were to ask customer service and contact centre executives for their opinion on artificial intelligence and robotics, you’re certain to get a mixed response. Some believe that AI and robotics will inevitably make live agents redundant, while others strongly oppose such technology, believing it ineffective at understanding basic human emotion. read more
Chatbots to be the differentiator as South African business goes digital

Chatbots to be the differentiator as South African business goes digital

01/02/2018 - 14:05
From being little more than the stuff of science fiction movies from not so long ago, the use of artificial intelligence (AI) has progressed at a rapid rate. The one area where its presence is being felt is through the number of organisations turning to chatbots to provide individuals with instant access to customer service - a trend that is set to accelerate in 2018. 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
2018: The year for customer service transformation

2018: The year for customer service transformation

25/01/2018 - 11:08
The customer experience as we know it is changing. The industry today is being transformed by some of the most significant technological developments of our generation including artificial intelligence (AI), big data, analytics and robotic process automation (RPA). read more
Customer service on a shoestring

Customer service on a shoestring

20/12/2017 - 13:31
The economic climate in South Africa can be comfortably described as volatile and, finding ways to entice new customers has never been more important. The cost of capturing customer attention in an already crowded market space is challenging as businesses struggle to find a balance between sustainable growth and cautious control. read more
12 Black Friday marketing ideas that cut through the noise

12 Black Friday marketing ideas that cut through the noise

21/11/2017 - 10:44
If shopping is like a sport, Black Friday is the ultimate showdown. You’d best get your Black Friday marketing strategies ready. Unfortunately, there’s a lot of noise out there when it comes to Black Friday marketing campaigns. read more
Brick-and-mortar stores aren't dead: They just need a digital makeover

Brick-and-mortar stores aren't dead: They just need a digital makeover

21/11/2017 - 08:58
2017 has been a tough year for retail. Over 300 retail companies have filed for bankruptcy since January, while others have seen increased store closings and struggles on the stock market.  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
Customer success vs. customer support - What's the difference?

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

22/08/2017 - 16:29
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
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
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
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
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
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
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
How to attract more in-store sales

How to attract more in-store sales

11/10/2016 - 16:56
Online shopping is great. It saves time, provides tons of options in one place, and the customer doesn’t have to navigate swarms of people to check out. Younger generations value this and are moving the majority of their shopping online.  read more
Importance of customer service for African businesses

Importance of customer service for African businesses

11/10/2016 - 10:28
A recent survey by research and analysis information technology company, Forrester has found that 39% of customers tell their friends and families about bad customer experience. This means that for every customer that has a bad experience with a company, the resulting business erosion that accompanies it can increase exponentially. 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
Tech Bytes: How Robots are transforming Retail

Tech Bytes: How Robots are transforming Retail

05/05/2016 - 10:33
29 April 2016 - The retail industry has reached a point of progress with robotics where it is not enough to look at how robots will drive business transformation, but at how they are already doing so. read more
Consumers happy to switch mobile providers

Consumers happy to switch mobile providers

26/02/2014 - 10:21
A new survey has found that almost a quarter of consumers have changed mobile providers in the last 18 months, citing poor value for the money, network quality, and poor customer care among other reasons. read more
Poor customer service costing SA companies billions

Poor customer service costing SA companies billions

17/02/2014 - 07:50
New research estimates the cost of people switching from a company because of poor customer service is worth US$47 billion in South Africa. read more
CEOs: Africa is on the rise

CEOs: Africa is on the rise

14/10/2013 - 08:56
Johannesburg - Africa’s CEOs are optimistic about the prospects for growth over the next 12 months, according to the PWC Africa Business Agenda 2013. read more
How SA business uses social media

How SA business uses social media

17/09/2013 - 09:02
A new report highlights the intensified use of social media by South African corporations, with Facebook winning out amongst the big players in the sector. read more
Ghanian government to introduce Consumer Protection Policy

Ghanian government to introduce Consumer Protection Policy

26/07/2013 - 12:13
A Consumer Protection Policy that seeks to empower, protect and enhance the welfare of consumers, is to be introduced soon, said the Deputy Minister of Trade and Industry, on Thursday. read more
How South Africa ranks for customer service

How South Africa ranks for customer service

25/07/2013 - 09:08
A new study conducted by financial services firm, KPMG ranks South Africa 22nd, out of 25 countries when it comes to retail customer experience in the mobile phone sector. read more
H.H. Gregg to match prices of online retailers

H.H. Gregg to match prices of online retailers

07/02/2013 - 08:43
Indianapolis -- H.H. Gregg announced that it has launched a “Price Match Guarantee” to ensure that its customers receive the lowest advertised prices on merchandise both in stores and online, for up to 30 days after the date of purchase.  read more
Virgin Megastore opens new outlet in Abu Dhabi

Virgin Megastore opens new outlet in Abu Dhabi

19/11/2012 - 09:52
Retail entertainment chain Virgin Megastore has reported a double-digit growth of 15 per cent year-on-year in its revenues in the UAE, on the back of rising consumer confidence in the country. read more
NCR to install 10,000 self-checkouts in Walmart stores

NCR to install 10,000 self-checkouts in Walmart stores

02/11/2012 - 09:13
Duluth, Ga. -- NCR Corp. announced that it will be installing 10,000 SelfServ Checkout lanes to more than 1,200 Walmart locations in the United States during 2013.  read more
International: Social media raising stakes for customer service

International: Social media raising stakes for customer service

03/05/2012 - 09:04
Americans are growing more frustrated with customer service, and their social media savvy is making it hard for businesses to get away with ignoring the problem, according to the 2012 American Express Global Customer Service Barometer. It found that consumers who have used social media for service wield the greatest amount of influence. They tell significantly more people about their service experiences, and say they'd spend 21 percent more with companies who deliver great service — compared to 13 percent on average.  read more
Service over price will win in face of Wal-Mart

Service over price will win in face of Wal-Mart

19/03/2012 - 09:26
Service rather than price will be the battle ground of choice for smart retailers looking to take on global retail giant Wal-Mart, a customer service guru said recently.  read more