How to beat irksome automated customer service systems
[Jon Yates] One of the most enduring customer-service complaints is the poor performance of automated customer-service systems. Cost-cutting, outsourcing and corporate apathy have pushed customer contact to the bottom of the priority list, but one site will at least help you navigate these systems. 14 Oct 2008 10:50

Brand makeover after 81 years
Pest control company Rentokil recently revamped its image for the first time since its establishment in 1927, implemented in all of the 44 countries globally in which the company operates. Rentokil SA, which celebrates its 40th birthday this year, has welcomed the new and more approachable look that came with the repositioning of the brand. 14 Oct 2008 08:51

Keeping customers in a crummy economy
[David Bogoslaw] Companies that rely on consumer dollars are pulling out the stops in an effort to keep their customers coming around while the economy slips into dark times. They're turning to incentives - from freebies to discounts - to retain their customers. 13 Oct 2008 10:45

How would you like a new SIM card?
Losing your cell phone or having it stolen is a huge inconvenience. 9 Oct 2008 11:58

Consumer or customer?
[Denis Pombriant] USA: The fast changes the economy is experiencing are triggering a shift in buyer behavior. You won't see as many consumers, known for their ability to ingest mass quantities. What you'll see in their place are customers, a wary species known for its ability to sniff out value. CRM can no longer continue feeding the beast of yesteryear. 9 Oct 2008 06:17

Online customer service: Mixing live talk with automated tech
[Robert Williams] USA: Last year's online shopping season surpassed US$29 billion in sales, up a full 20% from the previous holiday. More consumers did their shopping online than any holiday season before, due to the convenience and increasing popularity of the Internet as a way to get too many things done in too little time. 8 Oct 2008 10:44

How to know customers' needs before they do
[Scott Herron] All companies have similar problems, with one of the biggest being the ongoing challenge of growing their revenues. In today's declining economy, companies are seeking new ideas, new solutions, and proven advice to fight off competition and stay above water. The most successful organisations are not focused solely on increasing product sales, but also on improving service revenues to stay ahead of the competition. 6 Oct 2008 06:03

Contact centres invest in CRM to improve customer retention
[Aphrodite Brinsmead] Enterprises are to up investment in customer relationship management (CRM) and unified desktop solutions in a bid to improve customer retention. 3 Oct 2008 06:14

Boosting SA customer service
Altius Investment Holdings recently acquired a stake in the online complaints management and consumer affairs portal, getclosure!. 29 Sep 2008 13:31

How small stores can lure holiday shoppers
[John Tozzi] Call it a customer service Christmas. Consumers are expected to rein in spending this year, and the retail climate favours big-box stores that can offer bargains. But because small retailers can't win price wars, experts say independents need to leverage their biggest advantage over the chains: personal relationships with customers and the ability to deliver superior service. With some economists predicting one of the weakest Decembers since 1991, retailers that falter could face a cold winter. 29 Sep 2008 10:58

ANC political crisis spells uncertainty for South African BPO sector
[Peter Ryan] Recent political instability in South Africa, culminating in the removal of South African President, Thabo Mbeki, and the resignation of several of his cabinet colleagues, may discourage offshore business process outsourcing (BPO) investors. However... 25 Sep 2008 12:18

Countdown to the holidays: 100 days to ramp up
[Luc Vezina] Despite the recent gloomy economic news and consumer credit crunch, consumers will still spend hundreds of billions of dollars this holiday season. For retailers, the countdown has already begun and now is the time to start thinking about your holiday marketing programs for the holiday push. Start in September and you have 100 days to grow your business. 23 Sep 2008 12:35

Retail pharmacy conference highlights benefits of MTM
Clicks, one of the industry leaders in the field of retail pharmacy in South Africa, held its second annual Pharmacy Conference at the Cape Town International Convention Centre from 10 - 12 September 2008. The theme for the conference was ‘Realise More' which is a key message formulated to show the company's dedication to building pharmacies in SA to the benefit of all stakeholders. 19 Sep 2008 12:10