Telcos lead in Kenya as mSurvey reveals the first industry Net Promoter Score Benchmarking for Africa, in an industry-first benchmarking metric...
3 days ago
Never has it been so evident to acknowledge and value the power of consumer insights in 2017...
Thomas Sepheka 20 Oct 2017
Read up on key insights from the first sessions of Business of Design - Mduduzi Simelane talks about how to enhance the continent's filmmakers, while trend analyst, Nicola Cooper shares a snapshot of today's African consumer. It's probably not who your brand is targeting...
Leigh Andrews 11 Oct 2017
As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability...
Julia Ahlfeldt 11 Sep 2017
Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers...
Khangelani Dziba 8 Sep 2017
There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity...
Louise Marsland 21 Aug 2017
How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?
Louise Marsland 18 Aug 2017
CEM Africa attendees were presented with a choice of workshops to attend throughout the two-day summit. Here's why I'm glad I went with the session by James McDonald, solution consultant at Adobe, on how to be an experience-driven business...
Leigh Andrews 17 Aug 2017
Chantel Botha of BrandLove shares why you need to trust your employees to run with their own ideas of the best possible customer experience they can offer at the first day of CEM Africa 2017.
Leigh Andrews 17 Aug 2017
If all you do is talk about customer experience or CX in your silos, chances are your brand will be left in the dust. Here's why you need to cut the red tape and take the plunge, straight from the opening panel of CEM Africa 2017...
Leigh Andrews 16 Aug 2017
Good customer service forms the basis of a successful business to consumer organisation, for though the customer is not always right, he or she has the power to make or break a company's reputation...
14 Jul 2016
Disruptive technologies, such as Airbnb and Uber, are changing the way business is done through the on-demand economy, which is the immediate real-time provision of goods and services...
1 Jul 2016
With Nigeria overtaking South Africa as Africa's largest economy, many eyes are looking at this bustling nation as a source of opportunity and a key market for business growth...
Ahmed Bulbulia 3 Mar 2015
Lack of trust is growing in the mobile world, as the latest information from MEF's Global Consumer Trust Report 2015 indicates and it is the largest single obstacle to growth in the mobile economy...
5 Feb 2015
Jovago.com, claimed to be Africa's largest online hotel booking platform, has rolled out a new loyalty programme for Nigerian businesses to boost Nigeria's hospitality industry.
30 Apr 2014
Barely two weeks after launching a robust network campaign in demonstration of its extensive network coverage in Nigeria, industry regulator, the Nigerian Communications Commission (NCC) has scored Airtel high in key Quality of Service parameters, saying the leading telecoms operator has met all targets in Key Performance Indicator (KPI) Measurements carried out in December 2012.
22 Apr 2013
A one-day course for client service to fulfil their role more effectively will take place in Cape Town on 10 April. The course is also suitable for PR practitioners as well as those who do not have planning as a line function.
Stratplanning 3 Apr 2013
Young South Africa is savvier than ever before. If you are looking for a smart and discerning prosumer, this group of kids, teens and young adults will give you more kicks than you've ever bargained for. They know just what they are looking for from any brand, and this makes them that much more satisfying to please. Here are a few trends to look out for in 2013.
HDI Youth Marketeers Team 31 Jan 2013
Nigeria's growing telecommunications service provider, Etisalat has received two awards from the industry regulator, the Nigerian Communications Commission (NCC). The awards are for Excellent Service and Effective Collaboration with the Consumer Affairs Bureau to Ensure Access to Customer Care Helpline, and for Regular Attendance and Effective Participation at all NCC outreach programmes.
19 Nov 2012
Lagos State Signage and Advertisement Agency, reportedly Nigeria's first structured outdoor media regulator, is set to introduce Skype video as part of steps to improve customer engagement and delivery of its services to stakeholders.
26 Sep 2012
As part of its corporate social responsibility (CRM) programme to empower Nigerian children with quality education via its adopt-a-school initiative, telecommunication services provider, Airtel together with research-based pharmaceutical and healthcare company, GlaxoSmithKline (GSK) embarked on a health awareness campaign at a public school in Lagos, Nigeria.
12 Apr 2012
LAGOS: Zain Nigeria, at the weekend, was awarded Best Customer Care Operator of the Year in Nigeria, at the 2009 Nigeria Information Technology and Telecommunications Awards (NITTA).
25 Nov 2009
ABUJA: The newly built call centre established by Zain Nigeria in Abuja has commence operations. The facility has started taking calls from customers and plans to be formally commissioned in the coming weeks.
29 Jul 2009
Nigeria has expressed concern over lack of manpower and expertise in the field of information and communication technology.
8 Dec 2008
United Bank for Africa Plc, has introduced UBA Tourism Paycard in Nigeria.
27 Jun 2008
The quest towards finding a lasting solution to the lingering poor quality of services being offered by operators has made the Nigerian Communications Commission to go some extra miles. Besides issuing warning to operators to ensure that they upped the quality of services they offer end-users, the NCC also has set up four industry-wide committees to address the problem.
Jonah Iboma 22 Oct 2007