Tag: customer service

During tough economic times, consumers are quick to cut insurance. What can insurers do to prevent this? When one looks back at how the insurance industry fared in 2022, it’s fair to say that things are slowly starting to return to ‘normal’.

For many small businesses, 2022 was a year of unprecedented change, as businesses and consumers adapted to life after the worst of COVID-19. As 2023 starts, consider the following so that you face the the year ahead with renewed determination.

The authors have drawn on their expertise in customer experience (CX) strategy development, training, customer journey mapping and experience redesign, plus two decades of research (1000s of targeted, in-depth telephonic interviews) to create the ultimate how-to CX handbook, called Eat Your Own Lunch.

With Amazon readying itself to launch in South Africa in February 2023, forward-thinking local retailers and e-tailers are gearing up their businesses to leverage the country’s R30 billion per year e-commerce market. Globally, Amazon dominates online sales and has driven enormous disruption in the market.

The stats speak for themselves. Firstly, there has been a 169% increase in online purchases from new or low-frequency online shoppers. Secondly, more than 80% of consumers who increased their omnichannel digital usage during the pandemic expect to continue with these.

A company’s online presence can make or break a business, and in today’s business world, a company without an online presence is practically non-existent. This is why having a well-managed online presence is one of the most effective and advantageous strategies for a business to implement.

Businesses who still think that brand and customer loyalty are what will keep them ahead of the competition, are in for a nasty surprise. In today’s age of digital transformation and accelerated technological change, customers are looking for exceptional experiences, and are shifting their loyalties to the brands that offer them.

In today’s corporate world, data is power, and for a business strategy to be worthwhile, it must be supported by substantial data. Moreover, without research, it will be difficult for organisations to identify areas of improvement.

The events of the last few years have hit the fast forward button for the South African e-commerce industry. According to Geopoll, e-commerce grew by 66% YoY (Year over Year) in 2020, while brick and mortar retail fell by 30%.

We have released the Global Megatrends 2022 report, an analysis of the global forces significantly impacting society and the project management profession today. Global Megatrends 2022 helps project professionals understand the world’s rapid transformation and the global context in which they work so they can use projects to solve complex problems.