How to Increase Your NPS (Even in a Time of Change)

How to Increase Your NPS (Even in a Time of Change)

The NPS ‘popularity index’ reflects the willingness of customers to recommend and advocate a company’s products or services on a scale from -100 to +100. But there are times when the NPS gives companies a critical insight, notably when implementing a major change. As a major force in the competitive real estate market, Rockend Technology (AUS) needed to switch long-term customers used to its desktop software to its newer, cloud-based service while maintaining their brand loyalty. Scott Downing joined Rockend ....

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FNB Leads On Digital Banking, Capitec Claims Top Spot in 2018 Brandseye Banking Index

FNB Leads On Digital Banking, Capitec Claims Top Spot in 2018 Brandseye Banking Index

Approximately 30 000 consumers spoke about leaving their bank over the last year, highlighting opportunities for new entrants to the market. BrandsEye has published its annual South African Banking Sentiment Index which assessed consumer sentiment towards SA’s major retail banks. Capitec, once again, emerged as the top-ranking bank by net sentiment, but FNB made significant improvements on their 2017 net sentiment results. Standard Bank replaced Absa as the lowest ranked bank. BrandsEye retrieved 1 720 810 public social media posts about ....

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Digitally Astute Consumers Demand More from SA Banks

Digitally Astute Consumers Demand More from SA Banks

South African consumers have a growing appetite for their banks’ digital innovations – but aren’t satisfied with what’s on offer. As consumer expectations rise and new digitally-focused entrants compete for market share, incumbents will need to make significant improvements and get to the bottom of why they’ve fallen short. Looking at social media conversation may be a good place to start. … Continue reading → ....

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Dear CEO

Dear CEO

Dear CEO (C-Suite) Can we just STOP and look at the state of business and our current service levels in S.A. We are bleeding, why because there has been a significant shift in power from corporations to the consumer. … Continue reading → ....

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McDonald’s Combines Digitalisation and Human Touch to Drive CX Excellence

McDonald’s Combines Digitalisation and Human Touch to Drive CX Excellence

McDonald’s has been a leader of innovation in the Quick Service Restaurant (QSR) category in South Africa for over 23 years and counting. When it comes to the McDonald’s CX journey, the company is combining digitalisation together with employee engagement to drive innovative customer experiences. Daniel Padiachy, Chief Marketing & Communications Officer at McDonald’s South Africa will be presenting on stage at the Customer Experience Innovation and Tech Fest this year, where he’ll share more about McDonald’s approach to creating ....

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