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A New Mindset: Viewing Cyber as an Enabler of Business Growth, Improved Customer Experience and Innovation

Introduction Historically, cyber has been viewed as a preventative program – one that mitigates threats to existing technologies and infrastructure. However, as the corporate landscape and world becomes more connected,…

In this time of Coronavirus…., let goodness in business prevail

Human and financial prosperity will follow View of the street in Sienna where sequestered Italians raised their voices in song, together In this time of Coronavirus… let goodness prevail, instead of…

Going beyond the cliché of customer experience

Many of us have experienced that annoying, unhelpful call centre agent engaging with you like a robot reading from a rule book and woefully failing to address the issue at…

Complain! Namibian Minister tells customers

Sometimes, just sometimes complaining can be a very good thing! With specific regards to the area of customer service, a customer’s complaint basically refers to an expression of dissatisfaction on a customer’s…

Correlation between ‘brands’ and good customer service: The Dangote example

For something to be called a ‘brand’, it basically means it has stood the test of time. But more importantly, it follows that the ‘brand’ has emerged from consistently very…

THE IMPORTANCE OF SURVEYS FOR IMPROVING THE CUSTOMER EXPERIENCE

Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to…

TO SATISFY OR DELIGHT A SERVICE CUSTOMER IN THE NEW MILLENIUM IN AFRICA?

The modern African consumer is much more willing to switch brands due to greater service provider choice. This is not good news for service brands as the company will lose…

Top 10 Telephone Basics

Shep Hyken – customer service motivational speaker, author, trainer, and expert – has come up with ten guidelines to follow while talking on the phone, as featured in one of…

Zambia takes consumer issues online

A very technical definition of a blog is an online journal or informational website displaying information in the reverse chronological order, with latest posts appearing first. Better put, it refers to…