by Megan Power. You’d expect that making life easier would be top of mind for every interaction and touchpoint on the customer journey.
by Megan Power. Reaching a call-centre person — a living, breathing and accountable human being — is often still first prize.
by Tenielle Maris. There’s a renewed focus on the notion of ‘serving is the new selling’ and the importance of embracing your brand’s ability to uniquely and efficiently assist its audience.
by Bogosi Motshegwa. In marketing, advertising and brand-building, it’s surprising how we go about as if we deserve for people to buy from us.
by Sean McCoy. In the journey of internal brand-building, the world is seldom perfect and, as hard as we try, it does go wrong from time to time.
by Mike Silver. It’s critical for Brand SA that the hospitality industry gets its service in order before the next barmy army wave descends.
by Sean McCoy. An obvious, oft-neglected principle is that outstanding service levels are best achieved through committed people with great people skills.
by Sean McCoy (@TheRealMcCoyTRM) The recent acquisition by Brait of 80% of Virgin Active for a sum of £682m (R12.2bn) puts into perspective the value of the Virgin brand and the particular impact of its unique corporate culture, embodied in the founder himself, Sir Richard Branson.
by Sean McCoy (@TheRealMcCoyTRM) For all the systems investment, development and focus by business, these are enablers and not the answer to service differentiation — at the end of the day, it is people who make the difference, no matter the industry.
by Mongezi Mtati (@Mongezi) More often than not, when brands launch new products, they tend to want to reach out to the ‘influential’, to the people with a large following. In my less-than-humble opinion, the general perception is still the notion that megaphones increase market share.