Tag: CustomerExperience
Are delivery issues killing e-commerce?
In e-commerce, a delayed delivery can mean a lost customer. More than 20% of shoppers say they will not buy from the same store again after a late delivery. In addition, 17% actively discourage others from shopping there. These trends highlight a growing concern about delivery issues killing e-commerce.
South African car buyers are redefining automotive expectations
The South African automotive landscape is clearly evolving, not only through technology or electrification, but in the mindset of the customer behind the purchase. The modern buyer is moving away from a transactional interaction and toward a more personal, purpose-driven relationship with mobility. They are not just shopping for a vehicle; they are choosing a brand that understands their life, their pressures and their aspirations.
Rethinking customer experience – from efficiency to empathy
Customer Experience (CX) and consumer behaviour have entered a more demanding phase. While AI has gone mainstream, customers remain stubbornly human. They do not reward brands for deploying technology. They reward brands for solving problems quickly, fairly and with genuine empathy.
