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Consumer behaviour intensifies as Covid-19 outbreak forces new shopping patterns
Consumer behaviour intensifies as Covid-19 outbreak forces new shopping patterns

Nielsen has found that global consumers are adapting their purchase behaviour to cope with the rapidly evolving situation we find ourselves in during the Covid-19 pandemic...

2 days ago

SA's 2Engage plans for further growth in Africa and abroad
SA's 2Engage plans for further growth in Africa and abroad

South African fintech and customer engagement business, 2Engage, is pursuing international growth opportunities...

12 Feb 2020

Innervation acquires loyalty business from Tritech Media
Innervation acquires loyalty business from Tritech Media

Innervation Pan African Payment Solutions has acquired African loyalty business, The Loyalty Box, from Tritech Media for an undisclosed amount...

4 Feb 2020

#BizTrends2020: Retail and Gen Z in 2020 - who they are and what they want
#BizTrends2020: Retail and Gen Z in 2020 - who they are and what they want

Although this generation has less spending power than Millennials, it is estimated that 40% of consumer spending will be attributed to Generation Z consumers in 2020...

By Semona Pillay 9 Jan 2020

#BizTrends2020: The future of retailing in sub-Saharan Africa
#BizTrends2020: The future of retailing in sub-Saharan Africa

Sub-Saharan Africa is home to 14% of the world's population and by 2030, the region's population will surpass that of China. The way consumers shop in the region is ever-changing...

By Christele Chokossa 8 Jan 2020

#BizTrends2020: How SA retailers can keep growing in a digital world
#BizTrends2020: How SA retailers can keep growing in a digital world

Not a week goes by without spotting more headlines about online shopping and the global shift to mobile connectivity...

By Cecil Ungerer 6 Jan 2020

#BizTrends2020: Africa's double-edged consumer demand
#BizTrends2020: Africa's double-edged consumer demand

Africa's consumer landscape is fragmented and polarised, characterised by the double-edged demand of a diverse base of consumers...

By Ailsa Wingfield 6 Jan 2020

Image source: Gallo/Getty Images.
Welcome to a new customer experience world

As business heads into 2020, the way customer experience is managed will irrevocably change. Ushering in this new era will be technologies like artificial intelligence (AI) and machine learning (ML) which have already impacted how companies engage with their end-users...

By Paul McIntyre 13 Dec 2019

Image source: Gallo/Getty Images.
2020: Building the emotive link between customers and our brands

The ability to build an emotional connection between a brand, an entertainment property, a service, and its consumers, is becoming very much more difficult...

By Alan Radmall 12 Dec 2019

Customers can now contact Makro directly via WhatsApp
Customers can now contact Makro directly via WhatsApp

Makro has launched a WhatsApp service allowing customers to instantly engage with the retailer's customer care team...

5 Dec 2019

Clicks announces Engen as new fuel rewards partner
Clicks announces Engen as new fuel rewards partner

Shell's loyalty partnership with Clicks came to an abrupt end this November, just before the health and beauty retailer announced that it has entered into an agreement with Engen instead...

2 Dec 2019

Strategies to unlock retail growth in 2020
Strategies to unlock retail growth in 2020

To keep up with the lightning-fast pace of change in global retail, most of which is technology-driven, SA's retail decision-makers have to embrace a new mindset that is less risk-averse...

By Gareth Hawkey 28 Nov 2019

#AskAfrikaAhaMoment: The brand loyalty shift explained
#AskAfrikaAhaMoment: The brand loyalty shift explained

At Ask Afrika's 'Aha moment' market research intelligence Cape Town Roadshow, MD Sarina de Beer combined insights from their latest Ask Afrika Icon Brands benchmark report to isolate the latest customer loyalty trends. Here's what your business needs to know...

By Leigh Andrews 21 Nov 2019

What to consider before jumping on the Black Friday bandwagon
What to consider before jumping on the Black Friday bandwagon

Black Friday, once only a North American marketing frenzy, has become a critical entry in the calendars of South African retail business owners...

20 Nov 2019

#AfricaCom: "Every consumer today behaves like a millennial, your business needs to catch up!"
#AfricaCom: "Every consumer today behaves like a millennial, your business needs to catch up!"

Dion Jerling, co-founder of Connect Earth was chair of the third and final day of AfricaCom 2019's keynote sessions. He said there had been closer to 17,000 attendees than predicted 15,000 and convened a panel discussion on getting user experience (UX) right...

By Leigh Andrews 15 Nov 2019

Continuous adaptation: Staying ahead of customer needs
Continuous adaptation: Staying ahead of customer needs

As customers' needs evolve, retailers must adapt to meet those needs, or better yet, stay ahead of them. Retailers must rethink the traditional test and learn cycles...

By Melissa Campbell 8 Nov 2019

The Goldilocks role of targeting in evidence-based marketing
The Goldilocks role of targeting in evidence-based marketing

Dr Carl Driesener, of Australia's Ehrenberg-Bass Institute (EBI), the home of evidence-based marketing - showcased little-known traps of targeting at their recent Spark Media-hosted annual presentation, to assist in achieving better marketing results...

By Leigh Andrews 7 Nov 2019

Image credit: Chris Liverani on Unsplash.
Why data is more important than ever to customer experience

In today's world, the margin between businesses that thrive and those that merely survive is growing increasingly narrow...

By Brent Haumann 6 Nov 2019

#FairnessFirst: Go beyond pink branding for true female customer satisfaction
#FairnessFirst: Go beyond pink branding for true female customer satisfaction

Her focus on how financial services, in particular, tend to connect with females consumers in the wrong way was a stand-out section of Barbara Cador, global head of Kantar's CX+ initiative's opening presentation at the Cape Town version of the Kantar customer experience (CX) advantage 2019 masterclass...

By Leigh Andrews 4 Nov 2019

#ExperienceAdvantage: It takes a village to get CX right, from the inside - Kantar
#ExperienceAdvantage: It takes a village to get CX right, from the inside - Kantar

Marketing insights continued at Kantar customer experience (CX) advantage 2019 masterclass when Collective ID's Zanele Ntulini took to the platform to share a practical guide in explaining what we often forget in aligning the customer experience with the brand promise when tackling customer experience projects...

By Leigh Andrews 31 Oct 2019

Providing full visibility and insight for an improved CX journey
Providing full visibility and insight for an improved CX journey

With subdued investment levels and consumer spending being curbed, there is no doubt that local businesses face an uphill battle...

By Gerrit de Villiers 31 Oct 2019

Drivers and fears of SA's online consumers
Drivers and fears of SA's online consumers

Local representatives from market research and consulting firm IPSOS recently shared a preview of some of the key insights gleaned from its yet to be released global trend survey for 2019...

By Lauren Hartzenberg 28 Oct 2019

Image credit: Joshua Rodriguez on Unsplash.
How businesses can create lasting impressions, retain customers for a long time

At the heart of customer engagement lies customer intimacy...

By Mark Wilson 25 Oct 2019

6 trends shaping the shopping mall experience
6 trends shaping the shopping mall experience

A decade ago, building a profitable mall was simple. If you got the location, size, layout, parking and access routes right, you had retailers and shoppers in the bag...

By Theresa Terblanche 23 Oct 2019

#SACSCCongress: How physical retail is reinventing itself
#SACSCCongress: How physical retail is reinventing itself

John Ryan, a London-based journalist and analyst focused on retail design and strategy, shares a glimpse into what's new and what matters in the global retail environment...

By Lauren Hartzenberg 22 Oct 2019

SA retailers still not fully embracing online opportunity - Accenture
SA retailers still not fully embracing online opportunity - Accenture

A new study by Accenture suggests that traditional retailers in South Africa are putting most of their efforts into their core brick-and-mortar stores as they find online operations expensive...

21 Oct 2019

Image credit: Jaromir Kavan on Unsplash.
How technology helps brands evolve

Today's customers are tech-savvy; have access to brands across a global marketplace; are not restricted to trading hours; and they know what they want.

By Paula Sartini 18 Oct 2019

#SACSCCongress: Physical retail must surprise and delight
#SACSCCongress: Physical retail must surprise and delight

Over 1,400 delegates from the retail, shopping centre and associated industries are gathered in Cape Town this week for the 23rd SACSC Annual Congress...

17 Oct 2019

Data technology driving agility in retail
Data technology driving agility in retail

Competition amongst suppliers and retailers are at an all-time high, and today's consumer is much less predictable than in the past...

By Lauren Hartzenberg 15 Oct 2019

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