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Mastering customer touchpoints for retail success

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In recent years, retail and eCommerce businesses have adapted to the increasing influence of digitalisation. Customers now demand user-friendly digital interactions, with little tolerance for inconveniences. Surprisingly, 86% of customers are willing to abandon a brand after just two negative experiences.

Things that will shape advertising in 2024

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At the beginning of every year, a barrage of trend think pieces flood our favourite news sites and inboxes, courtesy of whatever newsletter we don’t remember subscribing to – from the useful; “Three factors influencing your investments this year” to the downright absurd; “Why that cuddly kitty of yours is a killer.” And no, we didn’t make that last one up – it’s a bona fide New York Times article!

Retail – a careful balance between technology & people required

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There’s widespread acceptance that improving customer experience will go a long way towards attracting and retaining customers, especially at a time when there’s increased competition for valuable consumer spend. Naturally, all eyes turn to technology to remove friction, add convenience, automate, drive personalisation and much more.

How confirmation bias influences our perception of fake news

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In the era of information overload, our minds are constantly bombarded with news from various sources, both credible and dubious. One phenomenon that significantly shapes our perception of news is confirmation bias. This inherent tendency to favour information that aligns with our pre-existing beliefs can inadvertently lead us down the rabbit hole of fake news.

Companies are urged to become compliant or face higher penalties

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From 1 March 2024, latecomers to the Consumer Goods and Services Ombud scheme will face a five per cent increase on the late joiner’s fee imposed by the Board in March 2022. The fee is based on a percentage of the annual participation fee, which in turn is based on turnover (see table below).

Why storytelling ethics matter, especially in Africa

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Stories sell. They grab at us and hold our attention in ways that fact-heavy reporting does not. What’s more, the stories we in the communications industry tell often have an impact, even on ourselves, that we don’t immediately grasp.

Unravelling the web of deception – can AI help eradicate fake...

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In an age of information overload, the battle against fake news has become a defining challenge for media consumers, journalists, and technology innovators alike. The proliferation of misinformation poses a threat to public discourse, trust in journalism, and even democratic processes. Can we ever completely rid ourselves of fake news, and could AI be the key to addressing this pressing issue?

Thabi Leoka – what an incredibly sad & unfortunate situation

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Well known economist, Thabi Leoka’s meteoric fall from grace was pretty much self-inflicted. It’s the old adage of "don’t tell a lie, you will be caught out". However, this whole situation could have been prevented, and misconceptions cleared up years ago, had all the entities involved done their due diligence.

The power of consent – putting you in control

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In today's ever-evolving digital landscape, the concept of consumer consent has taken centre stage for companies. Gone are the days when consent was assumed; today, the control is firmly in the hands of the consumer. For those companies who handle consumer data, consent has to be a priority.

HPC – it’s all in the (traced and transparent) ingredients

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Today’s home and personal care (HPC) encompasses a wide range of products that include shampoo, soaps, cosmetics, cleaning agents and so forth. Like its other counterparts within the consumer packaged goods (CPG) industry, HPC also requires supply chain traceability to verify origin, movement, and handling of raw materials, components, and finished product.

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