by Siwe Lawrence. We strategists don’t think about it this way but trend reports are horoscopes but for industries. Humour aside, what does the future of my two disciplines look like?
Tag archives: CX
The Power Report: 12 tips I learnt from listening to consumers
by Megan Power. Here’s a summary of what thousands of SA consumers would like business to do.
Clicks ’n Tricks: Domino’s forced to open eyes to blind customers
by Charlie Stewart. A US appeals court ruled recently that Domino’s Pizza needed to make its website and app accessible to blind people.
FastForward: The future of imagination & marketing
by Marguerite Coetzee. What matters now is how we use tech to our benefit, to enhance CX, and to shape the future in a positive way.
The CX-Files: Eat your own lunch — be brave & expand into the unknown
by Julia Ahlfeldt. Why are there still brands that break the cardinal rule and build their businesses around their needs — and not their customers?
The Power Report: When it’s just too much effort
by Megan Power. You’d expect that making life easier would be top of mind for every interaction and touchpoint on the customer journey.
The CX-Files: Customer don’ts that brands mustn’t make
by Julia Ahlfeldt. Keeping customers happy should be the no. 1 priority of the brands they buy from. Yet, this isn’t always the reality. Here are my don’ts.
The Power Report: Hello… is there anybody out there?
by Megan Power. Reaching a call-centre person — a living, breathing and accountable human being — is often still first prize.
The CX-Files: CEOs need to put their HR hats on
by Julia Ahlfeldt. HR and marketing play key roles and must collaborate closely.
Market Research Wrap: Ignoring risk, advertisers embrace online video
Cheryl Hunter’s weekly wrap of the latest market and consumer research: mobile video drives US$30bn in online ads; SA retailers buck global trends; and consumers connect, companies don’t.