Airline body urges African governments to act on opening market access
‘Strategies don’t move people. Now it is time to make the difficult decisions and execute them,’ senior executive stresses.
CUSTOMER EXPERIENCE
Global customer-centricity awards prove enlightening for local agency
By our News Team | 2023
Collecting customer feedback and data, but not knowing what to do next, has been a major problem for businesses, says agency boss.
South African customer experience company, Nlightencx, won CX Agency of the Year at the inaugural Customer Centricity World Series Virtual Ceremony held on 18 May. The global event, which had over 200 entries from 98 companies across 26 countries, recognises the world’s most customer-centric businesses.
“Not only is it an honour to be recognised on the global stage, but to represent South Africa as leaders in the CX space,” says CEO of Nlightencx, Nathalie Schooling.
Image by Gerd Altmann from Pixabay
“Very often SA service gets a bad rap, but local companies have a lot to offer when it comes to good CX, and it’s a privilege to be at the forefront of helping these companies to reach their full CX potential.”
Demonstrate CX methodologies and tools
The agency was also shortlisted for the CX Solution of the Year award, as well as the Customer Insight & Feedback (VOC) award. To win in the Agency of the Year category, Nlightencx had to demonstrate how it develops and implements superior CX (customer experience) methodologies and tools to increase customer satisfaction for its clients.
“Great CX is about truly understanding what people want and need. Relying purely on collecting customer feedback and data and not knowing what to do next has been a major problem for SA businesses, and this is the gap we’ve worked hard to successfully fill,” says Schooling.
She adds that, in working with some of the country’s most renowned and established brands, the company has seen first-hand how customer experience can make or break a business.
“If I can leave SA companies with one message, it’s don’t get complacent. We are living in tough times with businesses coming up against challenges like loadshedding (scheduled electricity interruptions) and rising living costs. In keeping your eye on the CX ball, you have a better chance of retaining your client base and can even enjoy growth in an unfavourable business climate,” states Schooling.
Uganda Tourism Board partners with major European ice hockey league
UTB says its ambition is to turn the visibility into interest, bookings and more visitors choosing to explore Uganda.
Researchers explain why 10-second micro ads outperform longer spots
Short ads shown on TV increased website visits within five minutes of airing by 10-40% compared with longer advertisements.
Competition continues to grow in the Moroccan supermarket sector
Supeco’s rapid expansion shows how the discount model is becoming a bigger part of grocery retail in the North African country.
Study identifies harmful paradox behind well-meaning green efforts
Consumers reward visible eco-friendly additions such as reusable bottles, but give little credit to businesses that reduce or remove products.
President Mahama commissions expanded evaporated milk facility in Ghana
Nestlé believes Ghana will continue to play a leading role in the future of Central and West Africa.
Momentum beginning to build for 2027 ACCS gathering in Addis Ababa
Ethiopia’s marketers gather to celebrate hosting next year’s conference – but with an eye on the hard work ahead.
PwC report examines the future of African entertainment and media
Tech is creating more ways for audiences to connect, but lasting value will come from understanding the people behind those connections.
Unilever investment expands its Vaseline production capacity in Africa
The new production line at the historic Maydon Wharf facility in Durban will address growing international demand.
World MICE Awards in Jamaica honour best African and global achievers
Tanzania, Kenya, Zimbabwe, Ethiopia and South Africa all feature in the African meetings, incentives, conferences and exhibitions awards.
AI won’t replace market research. But it will expose weak strategy
Much of the broader conversation around AI in market research assumes conditions that do not consistently exist across many African markets, writes Soyinka Witness.