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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
How to hyper-personalise your digital communications

How to hyper-personalise your digital communications

26/06/2019 - 09:46
There was a time, not all that long ago, when personalising digital communications simply meant addressing your customers by name. We’ve come a long way since then. Today’s customers expect to receive communications that are relevant, arrive at the right time, and via the channel, they’re most comfortable using.  read more
Transforming the customer retail experience with future fit technology

Transforming the customer retail experience with future fit technology

26/06/2019 - 09:19
Although the South African retail sphere is currently hindered by a slow economy and weak consumer confidence, technology is presenting opportunities to radically transform the customer experience and boost bottom line sales.  read more
Amazon's phenomenal brand value growth

Amazon's phenomenal brand value growth

24/06/2019 - 08:34
With little sign of a growth slowdown, Amazon has become the world’s most valuable brand, according to the 2019 BrandZ Top 100 Most Valuable Global Brands ranking.  read more
Connect, communicate and reward – loyalty should earn more than points

Connect, communicate and reward – loyalty should earn more than points

25/02/2019 - 12:56
An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus. read more
How SA’s retailers can boost sales with an omnichannel approach

How SA’s retailers can boost sales with an omnichannel approach

22/02/2019 - 13:59
It is no secret that local retailers are having a torrid time. The economy remains in the doldrums with investors and consumers spooked by debilitating load shedding, ongoing job cuts and a volatile political environment. Consumers naturally cut back on spending in uncertain times, and retailers are undoubtedly feeling the heat. read more
Digital communication is key to good customer experience, here’s how to get it right

Digital communication is key to good customer experience, here’s how to get it right

19/02/2019 - 08:19
Over the past few years, companies have started paying increasing amounts of attention to customer experience (CX). While the idea behind it (customers will keep coming back to a business if they have a good experience), is hardly new, it’s become more and more of a science.  read more
The war of the platforms

The war of the platforms

16/02/2019 - 21:23
The argument around which marketing platform trumps the others, and whether traditional media is being killed by digital is not new, nor is there a simple answer. Traditional platforms –print, for example – have had to face the reality of digital disruption and adapt accordingly, while consumers have become both more elusive and demanding. Against a backdrop of a dismal economy, perhaps the question to ask is not which platform is better, but which platforms – among the many traditional, digital and experiential opportunities out there, best suit the brand, the objective and the budget. read more
How to save a sale with efficient warehouse operation

How to save a sale with efficient warehouse operation

13/02/2019 - 15:11
One of the biggest frustrations instore shoppers face is not being able to find products they’re looking for - whether they are sold out, hard to find or simply not practical to keep in stock. And customers hardly ever ask about them if they’re not. While these missed opportunities may seem inconsequential, they are starting to add up in this competitive retail environment where every sale counts.  read more
6 Ways to win with CX

6 Ways to win with CX

06/02/2019 - 10:35
As each new app or tech gadget appears on the horizon, keeping the Customer Experience (CX) fresh and relevant becomes more complex. But making and retaining customers in 2019 is not just about keeping up with the sophisticated robotics of the 21st Century. Yes, branding and selling is knowing what and how technology can assist in the CX experience but it’s also ensuring there’s a human and emotional connection with the consumer every step of the way. read more
Futureproof your retail store

Futureproof your retail store

31/01/2019 - 08:57
Recession, economic uncertainty, political upheaval – these factors, among many others, are playing havoc with retail stability and longevity around the world. In the United Kingdom, well-known brands such as House of Fraser and Orla Kiely have either gone into administration or closed down. Edgars may shut the doors of its landmark store in the centre of Johannesburg in an attempt to revive the ailing brand, and Nine West and Mango have closed their stores across the country due to increased competition and economic pressure. As outlooks go, this may seem dire, but for those retailers that are paying attention and preparing to adapt, it’s a landscape filled with potential.  read more
Zando celebrates 7 years of success

Zando celebrates 7 years of success

23/01/2019 - 14:50
Launched in 2012, Zando has grown from a small e-commerce store to become South Africa’s largest fashion destination. Aimed at the 20 to 40 somethings, it has sold more than 1800 local and international brands on its site and also has its own private label, UTOPIA.  read more
Connect the data and the dots to deliver exceptional customer experience

Connect the data and the dots to deliver exceptional customer experience

17/01/2019 - 14:30
It takes months to find a customer and only seconds to lose one, or so the saying goes. These days, however, it might be more like milliseconds. read more
5 Retail trends and predictions for 2019

5 Retail trends and predictions for 2019

13/12/2018 - 14:01
2019 is here, and if you’re in retail, you’re likely wondering what the next 12 months will bring. read more
The hidden customer engagement tool lying dormant at every retailer

The hidden customer engagement tool lying dormant at every retailer

12/12/2018 - 09:18
With two prime shopping periods ahead - Black Friday and the Festive Season shopping extravaganza - retailers are preparing for a bumper sales season to mitigate the slow retail sales growth experienced during much of the year. Consumers have been under pressure from VAT hikes, petrol price increases and a stagnant economy.  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
Hamleys opens first Japanese stores

Hamleys opens first Japanese stores

04/12/2018 - 08:38
Hamleys has marked its entry into the Japanese retail market with the opening of two large, theme park-style outlets. read more
An effective online retail strategy will allow SA to catch up with big guns

An effective online retail strategy will allow SA to catch up with big guns

26/11/2018 - 13:25
The rise of online retail internationally has raised an apocalyptic spectre of empty malls, dying city centres, local factory closures and rising unemployment.  read more
TFG takes on Amazon with myTFGworld.com

TFG takes on Amazon with myTFGworld.com

01/11/2018 - 14:29
TFG has amplified its online shopping presence with the launch of myTFGworld.com. By repositioning its e-commerce platform as a marketplace, TFG eCommerce is no longer competing with the single retail brand sites of their competitors but is taking on global marketplaces such as Amazon.com. read more
Builders opens 3 new stores

Builders opens 3 new stores

30/10/2018 - 13:36
Builders is on a continual drive to deliver enhanced customer experiences through innovation within the DIY, Home Improvement and building materials sector. October 2018 has seen the opening of three stores which carry the new Builders aesthetic.  read more
How to clear top 5 hurdles in deploying autonomous retail checkout

How to clear top 5 hurdles in deploying autonomous retail checkout

30/10/2018 - 10:39
Dramatic changes in retail can be seen through the lens of large and small technology companies. Retailers are facing an urgent need to improve shopping experiences and no retail technology is more exciting than autonomous checkout. 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
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
Walmart Canada invests $175m to modernise Canadian stores

Walmart Canada invests $175m to modernise Canadian stores

16/10/2018 - 10:05
Walmart Canada will invest $175 million to renovate and refurbish 23 stores across Canada, as the retailer seeks to improve the integration between its e-commerce business and its physical stores. read more
Recognising, rewarding and retaining ‘high-value customers’

Recognising, rewarding and retaining ‘high-value customers’

12/10/2018 - 13:51
In an increasingly tough economic environment, businesses must do all they can to not only attract new customers but look after existing ones – especially those who are categorised as ‘high-value’ or absolutely essential to the survival of the business. 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
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
How technology and data is driving in-store sales

How technology and data is driving in-store sales

09/10/2018 - 08:21
Considering the pace at which the retail industry evolves, any retailer worth their salt must be forward-thinking. That’s especially true if they want to remain both competitive and relevant. One way of ensuring that happens is to embrace data and use it to offer shoppers better in-store experiences.  read more
4 Ways retailers can generate more revenue

4 Ways retailers can generate more revenue

04/10/2018 - 14:06
As a retailer, you go into everything that you do for your business with a plan. There are hundreds of things that you have to consider. How is your time best spent? Are there certain things that influence customers to buy more? Will certain strategies be more effective than other sales strategies?  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
Pick n Pay offers free fruit to shoppers’ kids in a bid to promote healthy food choices

Pick n Pay offers free fruit to shoppers’ kids in a bid to promote healthy food choices

02/10/2018 - 15:17
An apple a day keeps the doctor away, but it can also serve as a welcome distraction for kids accompanying their parents on a shopping trip.  read more
Zebra Technologies helps retailers take personal shopping to the next level with new Android-based personal shopper

Zebra Technologies helps retailers take personal shopping to the next level with new Android-based personal shopper

28/09/2018 - 10:19
Zebra Technologies Corporation (NASDAQ: ZBRA), an innovator at the edge of the enterprise with solutions and partners that enable businesses to gain a performance edge, recently introduced the PS20, its sixth generation personal shopping solution (PSS), to allow shoppers to scan items as they go, streamlining the checkout experience. read more
Personalised customer experience enhances in-store value

Personalised customer experience enhances in-store value

20/09/2018 - 10:47
Being able to effectively utilise the data at the disposal of South African retailers - using sophisticated technology - will be fundamental to remaining competitive with personalised in-store customer experiences. 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
Connecting with the modern consumer in a new age of consumerism

Connecting with the modern consumer in a new age of consumerism

11/09/2018 - 14:01
A new age of consumerism has dawned. Driven by the demands of highly influential Millennial and Gen-Z consumers, the pendulum has swung and this new trend is now transcending generational silos. read more
7 ways to create in-store experiences that drive traffic and sales

7 ways to create in-store experiences that drive traffic and sales

31/08/2018 - 11:28
Competition in the retail industry is fiercer than ever. Between e-commerce sites and subscription services, consumers have plenty of choices when it comes to where they spend their time and money. read more
Loyalty programmes need to offer more than just points

Loyalty programmes need to offer more than just points

24/08/2018 - 08:21
Modern loyalty programmes need to offer a lot more than merely points if they are to elicit any interest from cynical consumers, who have become jaded by the generic perks offered by most loyalty programmes.  read more
Smart data for smarter customer experiences – Measuring what matters

Smart data for smarter customer experiences – Measuring what matters

23/08/2018 - 16:12
“Consumer power has become a force that can no longer be ignored, many companies are grappling with their inability to effectively deliver on consumers' expectations.” - Rod Jones, reputable customer service excellence expert. read more
Why online shopping is the preferred shopping medium

Why online shopping is the preferred shopping medium

23/08/2018 - 11:07
Online shopping is the new norm, not necessarily for the customer service perks or specials you receive from signing up for a newsletter, but because of the convenience. Time is essential for consumers who are already struggling to juggle work hours with family time, hobbies and chores around the house.  read more
Technical goods revenues soar at SA malls, despite mall proliferation and rise of online shopping

Technical goods revenues soar at SA malls, despite mall proliferation and rise of online shopping

20/08/2018 - 10:48
The launch of Midrand’s Mall of Africa in April 2016 has helped to lift average quarterly revenue from technical goods across major shopping malls in Midrand, Pretoria and Johannesburg by more than 50%. This indicates that South Africa’s richer and more densely populated urban areas have yet to hit saturation point for new shopping developments. read more
How to manage sustainable omnichannel growth in retail

How to manage sustainable omnichannel growth in retail

31/07/2018 - 09:06
In today’s consumer landscape, customers can shop from anywhere at any time. The proliferation of technology-driven purchasing means retailers are expected to keep up with the always-connected, digital-savvy shoppers. This demographic expects seamless and rapid purchasing 24/7 – as well as delivery within a two-hour window.  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
5 reasons retailers should control the post-click customer experience

5 reasons retailers should control the post-click customer experience

04/07/2018 - 09:11
One of the biggest differences between the e-commerce customer experience and that of traditional, brick-and-mortar retail is that with e-commerce you don't just walk out of the store with your purchase, you must wait to have it delivered. read more
The age of the customer

The age of the customer

03/07/2018 - 11:00
Businesses focused exclusively on earning are not going to survive the new era. Keeping the customer at the centre point of all the activities is the present and future of all businesses, no matter how de-layered, outsourced, virtualised or re-imagined business becomes.  read more
Macy’s takes stake in tech retailer

Macy’s takes stake in tech retailer

25/06/2018 - 08:28
Macy’s has taken a minority stake in a company that helps emerging brands build out brick-and-mortar stores with minimal effort. read more
Asda introduces new service to help shoppers with special dietary needs

Asda introduces new service to help shoppers with special dietary needs

14/06/2018 - 16:12
Asda has linked up with tech firm Foodmaestro to introduce a new online nutritional search aid that supports customers with complex dietary needs. read more
Africa’s CX Summit to tackle return on investment

Africa’s CX Summit to tackle return on investment

14/06/2018 - 16:06
The 2018 edition of CEM Africa will focus on return on investment as the African CX market matures and investment increases. read more
5 Reasons why in-store radio and audio solutions are a hit with consumers

5 Reasons why in-store radio and audio solutions are a hit with consumers

12/06/2018 - 14:27
Research shows consumers shop for longer, spend more money and have an enhanced shopping experience if they’re exposed to music.  read more
How to inspire employees to deliver great customer experiences

How to inspire employees to deliver great customer experiences

07/06/2018 - 13:36
With retailers such as Toys 'R' Us, Sears, and Claire's closing shop, the industry has learned a big lesson this year. No, it's not that retail is dying. It's that consumer expectations have changed when it comes to the brick-and-mortar retail experience. read more
Harnessing smart integration to transform today’s retail experience

Harnessing smart integration to transform today’s retail experience

28/05/2018 - 16:05
The right platform can connect the physical and digital shopping journey for modern, tech-savvy customers…  read more
How to create your first attractive retail display

How to create your first attractive retail display

25/05/2018 - 16:05
Setting up a stall in a retail mall is a challenging task. You’re surrounded by so many incredible brands and concepts similar to yours, so it’s important to recognise the need to go the extra mile to attract customers to your store.  read more
How digital virtual experiences reinforce the physical environment

How digital virtual experiences reinforce the physical environment

17/05/2018 - 13:11
Industry observers continue to sound the death knell for retail, citing increasing growth in online sales, the shuttering of many a brick-and-mortar chain, and changing consumer shopping behaviours. They've got it all wrong, though: Retail and online operations are not at all at odds with each other. In fact, the digital and physical spaces can and should augment each other. read more
Macy's set to reinvent experience with Story

Macy's set to reinvent experience with Story

14/05/2018 - 14:18
Macy's announced the purchase of Story, a New York City retailer with a rotating selection of themed products. The idea of a heightened in-store experience might be just what the traditional department store chain needs to breathe new life into the physical store. read more
5 ways AI can do the heavy lifting in the retail customer experience

5 ways AI can do the heavy lifting in the retail customer experience

16/04/2018 - 15:17
When we talk to our customers, the biggest challenge in this new era of retailing is just keeping up with customer expectations. Bringing new, differentiated experiences to market is a monumental task. read more
Cross-border e-commerce: Barriers and solutions

Cross-border e-commerce: Barriers and solutions

10/04/2018 - 10:29
It’s about the lifestyle you are selling, not your product.  read more
Creating measurable touchpoints for experiential retail

Creating measurable touchpoints for experiential retail

05/04/2018 - 09:25
Experiential retail has matured rapidly over the past 10 years. read more
L’Occitane goes mobile with curated retail truck

L’Occitane goes mobile with curated retail truck

04/04/2018 - 10:25
Retailers are flexing their creativity in pursuit of the ultimate experiential shopping format. To this end, L’Occitane has launched the L’Occi truck, a vintage French Citroën H Van that will provide a direct-to-consumer experience to shoppers across the U.S. read more
Winning in the age of customer experience

Winning in the age of customer experience

27/03/2018 - 14:30
If you own or manage a brand or organisation today, you are in the business of customer experience. Digital disruption has changed almost everything that we knew and accepted as ‘normal’, from the way we consume information to how we purchase goods and services to how we engage with brands. read more
Three key elements to a successful click and collect solution

Three key elements to a successful click and collect solution

27/03/2018 - 13:40
There’s no doubt about it, this past year witnessed continued massive change in the retail landscape.  read more
Understand your customer to predict future demand

Understand your customer to predict future demand

22/03/2018 - 14:26
Understanding your customer brings you one giant step closer to the ultimate goal of the supply chain — meeting customer demand at the lowest possible risk and cost. read more
How retailers can apply platform business thinking to magnetise customers

How retailers can apply platform business thinking to magnetise customers

22/03/2018 - 11:35
Local retailers have an incredible opportunity to get a head-start on competition, by applying the science of digital platform thinking, to transform decades-old practices and deliver new value to customers. read more
The Futurist: The evolving retail space

The Futurist: The evolving retail space

20/03/2018 - 09:20
Technology advancements, affordable smartphones, disruptive innovations, and globalisation have changed the world tremendously compared to a decade ago. Every part of our life is now intertwined with an online reality. read more
L’Oréal to acquire hi-tech ModiFace as ‘augmented reality’ for make-up grows

L’Oréal to acquire hi-tech ModiFace as ‘augmented reality’ for make-up grows

19/03/2018 - 09:37
L’Oréal is set to acquire the Canadian beauty tech company ModiFace, gaining tools for customers to test make-up and lipstick online.  read more
How personalisation brings to life exclusive eCommerce services

How personalisation brings to life exclusive eCommerce services

23/02/2018 - 09:16
Have you ever asked such questions as how to improve personalised customer services, how to customise your e-commerce platform, how to engage more clients within a cost-efficient marketing strategy? read more
Understanding customer journeys: The four limitations of traditional analytical tools

Understanding customer journeys: The four limitations of traditional analytical tools

15/02/2018 - 09:59
Companies have traditionally looked to improve customer experience by focusing on particular touchpoints. But it’s only when you look at a customer journey in its entirety across channels and over time, that real pain points - and therefore opportunities for positive impact - arise.  read more
Four principles for reaching the global consumer

Four principles for reaching the global consumer

14/02/2018 - 09:54
Today’s consumer is a lot different than the consumer of 5 years ago, or even one year ago. Consumers today are making purchases both on and offline, through mobile devices, and even social channels from all over the world. Retailers are transforming their business strategies to engage these consumers, wherever they are, but not every retailer is seeing the payoff for their efforts. read more
How to ensure network connectivity across stores

How to ensure network connectivity across stores

13/02/2018 - 14:29
Most stores utilise a vast amount of technologies to keep running smoothly. In order to remain competitive, retailers are embracing mobile, Internet of Things (IoT) technologies to deliver an in-store and customer experience that wasn’t possible before. read more
Rethinking brand-consumer relationships in a changing environment

Rethinking brand-consumer relationships in a changing environment

09/02/2018 - 09:37
Until now, brands have employed rather traditional methods of engaging and developing connections with consumers. Whether through flashy advertisements, brand ambassadors or just tried-and-true messaging, many retailers have taken the "if it’s not broke, don’t fix it" mentality to heart. read more
Exploring the unconscious way senses influence the customer experience

Exploring the unconscious way senses influence the customer experience

01/02/2018 - 16:16
Why should the sound of a creaking door make people rate their back as feeling stiffer? Why should sitting in a blue room with soft carpet, gentle music, and lavender fragrance make customers more likely to accept higher prices for buying a car?  read more
Giving a voice to your "silent majority" boosts the customer experience

Giving a voice to your "silent majority" boosts the customer experience

30/01/2018 - 11:10
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story? read more
Gift cards are changing the shopping experience, says study

Gift cards are changing the shopping experience, says study

30/01/2018 - 08:59
Gift cards may not be new in the world of retail, but the ways shoppers and retailers are putting them to use is rapidly evolving, according to First Data’s 2017 Prepaid Consumer Insights Study.  read more
5 Reasons why B2B CX leaders should focus on the pre-sales journey

5 Reasons why B2B CX leaders should focus on the pre-sales journey

29/01/2018 - 13:56
In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4 two years ago to 6.8 today. 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
From transaction to companion: Engaging at each level of the consumer journey

From transaction to companion: Engaging at each level of the consumer journey

23/01/2018 - 16:12
Unbeknownst to many, the shopping experience doesn’t begin with the purchase of an item. Rather, it begins when a consumer has a need or desire for a certain item. Successful brands may prevail at being part of the shopping experience up until they get buyers into stores and, ultimately, in line at the cash register. But many marketers assume — incorrectly — that their job ends once a purchase transaction takes place. read more
SA retail: what's holding us back from achieving the omnichannel vision?

SA retail: what's holding us back from achieving the omnichannel vision?

22/01/2018 - 12:05
Many South African retailers remain steadfast in their traditional business models, characterised by high-touch, ‘bricks-and-mortar’ engagements, as they try to create the best possible in-store experiences.  read more
The winning brands in 2018 will get their competitive edge from memorable customer experiences

The winning brands in 2018 will get their competitive edge from memorable customer experiences

18/01/2018 - 09:32
Consumers around the world are putting more value on experiences than they do on possessions, and South Africans are no different.  read more
Shoppers opting for experiential gifts this year

Shoppers opting for experiential gifts this year

18/12/2017 - 14:48
It’s all about the experience. read more
Retailers turning to digital, smarter stores to woo customers

Retailers turning to digital, smarter stores to woo customers

18/12/2017 - 11:08
As the holiday shopping rush gets into full swing, South African retailers are increasingly looking to technology that they can use to improve their operations, better understand and engage with their customers - using both off- and online channels - and set themselves apart from the competition.  read more
Minimising the impact of disruption

Minimising the impact of disruption

13/12/2017 - 08:57
A number of SA industries have been affected by disruption. Customer experience expert Julia Ahlfeldt believes each industry could minimise the impact of it by paying attention to customer experience. 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
Amazon adds augmented reality into its app

Amazon adds augmented reality into its app

07/11/2017 - 10:34
Amazon lets shoppers view thousands of products in 3-D, most of which are home furnishings products. read more
Walmart’s holiday strategy includes a first: in-store parties

Walmart’s holiday strategy includes a first: in-store parties

07/11/2017 - 09:51
As Walmart gears up for the holidays, it is stepping up its customer experience — online and in store. read more
The Millennial shopping fallacy that impacts CX

The Millennial shopping fallacy that impacts CX

23/10/2017 - 14:38
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. 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
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
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
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
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
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
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
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
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