Most of South Africa’s corporate marketers are bypassing the youth market, a 46% slice of today’s consumers who, although they may not yet have the buying power of their parents, are key decision makers when it comes to identifying trends, promoting brands and ultimately influence the majority of household buying decisions.
Online shopping has become increasingly popular amongst South African consumers. Convenience, competitive pricing, and a wide choice of products make online purchasing a no-brainer for tech-savvy shoppers, but retailers need to stay ahead of the curve when it comes to standing out against the competition.
Changing consumer behaviour and creating loyalty throughout the supply chain are areas every FMCG manufacturer is trying to achieve. However, these are the last links and typically the most difficult elements to manipulate. This is due to challenges around validating sales – you can only reward loyalty if you can verify the purchase.
Customer Experience (CX) has become a global buzzword, since it was identified as a key opportunity for growth in any business. Research proves that customers no longer base loyalty primarily on price or product, instead they stay loyal to companies because of the experience they have with them.
During 2018 we made some significant changes to our internal team structures that have improved our business, delivering greater value to our clients, and a richer and more fulfilling work experience for our team across PR and Digital Marketing Services.
Over the past few years, companies have started paying increasing amounts of attention to customer experience (CX). While the idea behind it (customers will keep coming back to a business if they have a good experience), is hardly new, it’s become more and more of a science.
Globally, the shift towards automation is being driven by the need to increase agility and provide customers with a greater sense of immediacy. In the South African context, particularly in the tough economic environment businesses currently find themselves in, these drivers are coupled with a greater need to retain customers and gain market share. After all, a great customer experience can lead to a substantial competitive advantage.
In an age where leisure time is an increasingly precious commodity, customers are placing an even greater premium on convenience. While there are multiple societal factors driving this change, perhaps the most significant is the pressure we feel to make the most of our limited leisure time. That makes convenience a critical driver of decision making, particularly when it involves a purchase.
In the film 'Field of Dreams' an out-of-luck farmer played by Kevin Costner sees a vision for a baseball field in his cornfield. He builds the baseball field from his vision spurred by the voice telling him that if he builds it, 'they' will come. Before long, dead baseball players take to the field and Mr Costner’s character wins all his detractors to his vision. The same adage applied to business hasn’t seen such a happy ending and has proved to be one of the biggest marketing fallacies of all time.