From cool couches to top of the line electronics, pressies for the holiday season and pool accessories as summer waves at us, Black Friday (BF) 2021 looks set to be a biggie as shoppers return to malls to take advantage of some serious specials, while post-pandemic ‘professional’ online fundi’s get to grips with exploring and
When it comes to customer experience, you need to make a good impression at every point of contact. Get it wrong and your customers may go elsewhere. Consider these statistics from a recent Deloitte Digital survey: 60% of respondents said they “would likely abandon their favourite brand after a bad customer service interaction”, while 66% would
Over the past 18 months, as COVID has shaken the world and brought the future forward, the need for environmental scanning and an understanding of the drivers of societal change is more important than ever. After all, change has never happened this fast before. At Smollan, trends play an integral part in our innovation process
Digital transformation alongside automation enablers like artificial intelligence (AI) and Robotic Process Automation (RPA), coupled with the responsible utilisation of data assets will be determining business success factors over the next five years, according to Grant Phillips, Group CEO at e4. While the landscape will be enormously different in the coming years, Phillips says that
Aims to boost personalisation backed by Netcore Cloud’s full-stack product suite DigitalMall.com has recently re-launched its entire website, and it includes famous brands such as Nandos, Netflorist and Nova, as well as host of new lifestyle vendors – all with an enhanced and personalised user experience for shoppers – powered by Netcore Cloud. “DigitalMall.com is
In just eight months, contactless payment and loyalty solution, Zapper, has reduced time to exit for parking users by 43% at Cape Town’s busiest mall, Canal Walk. The parking solution has also shown a marked decrease in payment friction as well as reducing the centre’s cash requirements and associated costs. The Zapper system was launched
Developed more than ten years ago, 3D Secure 1 was welcomed, but not exactly user-friendly, widely adopted and recognised when a pop-up window appeared with ‘Verified by Visa’ (later rebranded as Visa Secure), ‘SecureCode’ from Mastercard of Safekey from Amex. The system was somewhat convoluted, complex and was often plagued by compatibility issues. A protocol
WhereIsMyTransport provides commuters in high-growth markets with real-time travel information to get where they need to go WhereIsMyTransport uses data and technology to map formal and informal public transport networks Naspers continues to back South Africa-focused technology companies, with WhereIsMyTransport taking the Naspers Foundry portfolio to five companies Naspers announced a R42 million (US$3 million)
For generations of South Africans, Spur has been synonymous with bringing family and friends together to enjoy that unique Spur taste and hospitality around the table, which continues to be their core focus. However, as customers lifestyles are changing Spur is innovating its model to broaden its appeal by adding drive thru convenience, offering customers
Bottles by PnP adds Smart Shopper points to all purchases and adds 100% recycled paper bags for all Bottles deliveries Pick n Pay Smart Shoppers can now earn points on their on-demand delivery orders with the Bottles by PnP app. This makes Pick n Pay the only retailer in South Africa to offer loyalty points
SPAR Namibia is continuing to improve instore facilities and services across its 30 stores to ensure customers nationwide enjoy a quality shopping experience. The SPAR operator has been upskilling its retail teams in all service departments to provide excellent support and assistance to customers, while boosting job satisfaction among team members. With a combination of
By Njabulo Nzimande, Technology Solutions Professional at Altron Karabina In April 2020, headlines rang out after Microsoft’s CEO, Satya Nadella proclaimed that business the world over were delivering “two years’ worth of digital transformation in two months”. And two years ago, this headline might have raised an eyebrow or two – but not today. For
2Engage is building on its success in Africa, with customer engagement and incentive solutions that deliver value to customers and companies across multiple industries. Based and operational out of South Africa, 2Engage has a presence in eleven African countries including Angola, Botswana, Ghana, Kenya, Mozambique, Namibia, Nigeria, Tanzania, Uganda and Zambia. With over 200 rewards
Getting customer insight and loyalty from each and every transaction The pandemic has shocked local businesses into action when it comes to transitioning from offline to online. While many have managed to digitise aspects of their business, brick-and-mortar companies are yet to fully realise the customer insight and retention benefits of ecommerce transactions. “So many
Uber Eats is excited to announce a South African-first pharmacy offering locally with Medicare that will now provide users, directly from the Uber Eats App, access to over-the-counter medication (self-medication), including schedule 1 and 2 drugs for delivery without leaving home. Uber Eats is rolling out a new reimagined experience to users to find exactly
Mondia (https://Mondia.com), a leading technology company which specialises in the marketing and distribution of digital content and Jumia (NYSE : JMIA) (www.Jumia.com.ng), Africa’s largest e-commerce platform, today announced the launch of Jumia Games, a competitively priced entertainment category on the JumiaPay App. In its first phase, the fully branded gaming portal is available in five
The Shoprite Group is launching a rewards programme for its Shopite branded stores on Monday 12 October 2020. The new Shoprite Xtra Savings card will benefit customers with immediate cash savings and launches a year after the Checkers Xtra Savings rewards programme, with more than 5 million customers signed up for and which put more than a R1bn
Are you a retail merchant? Getting an ATM installed in-store can position you well for the post-lockdown recovery phase. COVID-19 has not discriminated, crossing the vast oceans that separate the countries of the world and bringing the world economy to a virtual stand-still. As the pandemic has tightened its grip globally and domestically, concerns about
Checkers this week launched its Sixty60 on-demand one-hour grocery delivery service in the Eastern Cape and Free State. Sixty60 first launched in a few neighbourhoods in the Western Cape and Gauteng in late 2019. Customer response has been exceptional due to the service’s lightning fast service and ease of use. “COVID-19 has also seen a
The Consumer Goods Council of South Africa (CGCSA), in partnership with its members in the manufacturing and retail industry, has launched a toll-free hotline number the public can use to anonymously report information related to illicit and counterfeit manufacturing and trading of products in South Africa. Abraham Nelson, CGCSA Head for the Crime Risk Initiative
wiGroup has launched a new self-service digital rewards and gifting platform. Wrapped links South African individuals, SMEs and corporates looking to seamlessly issue digital rewards and gifts, with some of the country’s leading fashion, electronics, pharmacy, hospitality and lifestyle brands. wiGroup currently issues over R100 million in digital rewards value per month assisting corporates who
The logistics behind implementing real-time resolution into the modern, digitised contact centre. The Microsoft Global State of Multichannel Customer Service Report underscored the value of resolving customer issues at speed and the importance of equipping contact centre staff with the right knowledge. This customer demand is dictating the rise in real-time resolution solutions at contact
Infobip delivered its SMS platform with customer relationship management (CRM) integration capabilities to food and beverage group Eat’N’Go, enabling it to align its messaging with customer behaviour, boost consumer conversion. Eat’N’Go Limited is a Nigeria-based quick service restaurant (QSR) group that is the lead franchisee for three well-known US fast food brands, namely Domino’s Pizza,
COVID-19 has catapulted digital transformation within the SA retail landscape. But not all retailers are ready for it. Going online is no longer a nice-to-have, but an essential channel for service delivery, writes Tony Nugent, Retail Principal Practice and Solution Head from Dimension Data. Even before the coronavirus pandemic hit, the South African retail landscape
Basha Pillay, Modern Platform Business Unit Lead at Altron Karabina The retail environment has come under increasing pressure given both the challenging economic environment and increasingly sophisticated customers who are looking for an integrated digital experience. This requires a rethink on how best to create an enhanced customer experience while also improving operations from a
Developing customer relations through excellent service delivery is a key perquisite in the highly competitive Fast-Moving Consumer Goods (FMCG) industry. Assessing whether sales and marketing activities are hitting the mark forms an integral part of short-and long-term customer retention strategies. Technology provides an important tool in the food and beverage industry’s efforts to manage, mobilise
Bidvest Waltons and Karri, powered by Nedbank, are proud to announce their partnership to ensure a safe, simple and convenient Back To School experience for South Africa’s Learners, Parents and Teachers. Almost 30 years ago – Bidvest Waltons established the Back To School Stationery sales solution in which they partnered with schools to give parents
Local brands have had to adapt quickly to retail and customer-facing environments deeply affected by the coronavirus pandemic. In trying to balance their survival with safe practices, an overwhelming majority of businesses believe that customer behaviour will change in a post-pandemic world, and major disruption to supply chains has left many struggling to adapt. These
Shell customers are set to benefit from an enhanced customer care experience each time they drive into any of the over 150 Shell service stations countrywide. The development is a result of Vivo Energy’s recent launch of a customer service training facility, the Retail Academy, whose core mandate is to upskill its entire spectrum of
While an omnichannel approach has become the norm across most industries, forward-looking businesses are considering the next level to gain competitive advantage. According to Andrea Tucker, Research and Development Head at e4, to disrupt a market using omnichannel strategy businesses will need to turn to Artificial Intelligence (AI). “AI has become a tool that is
The COVID-19 pandemic has spurred unprecedented growth in ecommerce, accelerating local adoption rates by as many as three to five years. However, as online shopping continues to boom, many online retailers have struggled to cope with the demand and disruptions to their supply chains. As internet and mobile penetration increases, businesses will need to embrace
The V&A Waterfront is the first attraction in South Africa to adopt the World Travel and Tourism Council’s (WTTC) Safe Travels stamp, the world’s first ever global safety and hygiene stamp for Travel & Tourism, designed specifically to address COVID-19 and similar outbreaks The V&A joins an international list of 80 top travel destinations and
As businesses emerge from the sombre trenches of the past few months, eyes are on those who offer financially stressed consumers a silver lining and according to franchisee Rudolph van Zyl, Cash Crusaders is one of them. “Cash Crusaders stores will be able to meet an immediate post lockdown need,” says Rudolph, “and not only
The nature of South African shopping trips has shifted during the COVID-19 lockdown from an initial focus on bulk, stock up shopping to everyday needs shopping, which is up a significant 10 points from pre-COVID-19 levels, both online and offline. This data stems from a significant new Nielsen study ‘The New Shopper Normal’ conducted at
Ongoing innovation in PnP stores to make banking more accessible and convenient for all customers Customers can now make cash deposits directly into their own bank account at any Pick n Pay till point, anywhere in South Africa. Deposits at till points is another first for the retailer as they increasingly become a one-stop-shop where
By: Leon Coetzer, Managing Director UK of redPanda Software Retail sector investment into mobile apps and platforms has been accelerated by the global pandemic. There can be no doubt that the next era of retail success will be defined by the friction-free, or ultra-convenient, shopping experience. This will hold true for both the online and
Spur Corporation restaurants are ready to welcome customers from Monday, 29 June 2020, following the detailed regulations announced on Friday by the Minister of Tourism, Mmamoloko Kubayi-Ngubane, relating to the operation of sit-down restaurants during advanced level 3 lockdown. It is important to note that each one of our restaurants is independently owned and operated,
Hima Cement and Jumia Uganda have announced an exciting Partnership which is aimed at driving flexibility and convenience for cement customers. Starting 1st July 2020, customers can now access the wide selection of Hima cement solutions on Jumia, Uganda’s number one e-commerce platform. The service starts in Kampala, Wakiso and Mukono, giving customers the chance
Computicket, which launched virtual grocery vouchers to help people in need during the Covid-19 pandemic, has sold almost 200 000 vouchers valued at over R50 million since the start of the lockdown. It is also live streaming events and partnering with SA Rugby to raffle tickets for Food Forward SA and Gift of the Givers. The ticket seller, whose
Schneider Electric’s line of APC uninterruptible power supply solutions are now available and on sale for both consumers and businesses in Algeria following an agreement between the company’s distributors and Jumia, the largest e-commerce platform in Africa. Jumia customers will be able to buy APC products online from the comfort of their home or their
Since Game’s inception in 1970, South Africa’s retail industry has continued to evolve – and retailers have had to do the same to remain relevant. “When Game entered the market, South Africa’s retail environment was already well-developed. Our founders had a mission to make shopping fun and exciting – essentially to make it a game.
South Africa’s top five fuel station brands – BP, Caltex, Engen, Sasol and Shell – are leading the way in the customer satisfaction stakes, with one of the highest industry Customer Satisfaction scores across 10 sectors polled in the South African Customer Satisfaction Index (SA-csi), conducted by Consulta. This is the first time that fuel
Study shows consumers worldwide opting for touch-free, secure and seamless ways to pay The way we shop is changing. With constraints imposed on our daily lives due to COVID-19, consumers are adopting new payment habits at an accelerated pace, according to a global study by Mastercard conducted in 15 markets. Consumers are increasingly moving away
Initiative comes as new study finds consumers are increasingly embracing ecommerce and digital payments over cash and cheque. Study finds consumers are considerably more cautious with 69% avoiding rush hour. Shopping habits transformed during COVID-19 with 69% of consumers only visiting shops for essentials, though 30% of consumers say that they still use cash on
Service workers can receive cashless tips directly to their card account, thanks to a new feature of the Way4 Tip Payments solution by OpenWay. Acquirers on OpenWay’s Way4 platform can introduce Way4 Tips Payments to restaurants, delivery services, taxis, hotels, and beauty salons – any service sector merchants whose customers often leave tips. According to
Apollo Brands Pty LTD (the official distributor of Under Armour in South Africa) launched their Ecommerce platform in South Africa on Monday the 8th June 2020. Amidst an ever-evolving retail landscape, the business pulled out all the stops to take the development head-on despite a global pandemic and stringent national shutdown laws. Timing could not
By Jaco van Jaarsveldt, Client Decision Analytics Officer at Experian South Africa South Africa moved to level three lockdown allowing more businesses to operate, essentially opening up the economy. However, the COVID-19 crisis and lockdown in South Africa has had a significant impact on most industries directly or indirectly. Further compounding this issue is the
The V&A Waterfront is partnering with one of South Africa’s leading Click and Collect service providers, to offer an alternative for shoppers who want to avoid possible exposure to COVID-19 by queuing in shops, but who still want to collect their own goods. The new Click and Collect Drive Through service will allow customers to
Consumers can now pay for services from thousands of small businesses, schools, and non-profit organisations by scanning a QR code with their mobile phone Leading payment solutions provider Netcash has collaborated with Mastercard to launch Quick Response (QR) code payments across its multi-channel billing platform, as part of its efforts to help Small and
By Gareth Hawkey, Group CEO of redPanda Software South Africa’s small but aspirational e-commerce sector has been ushered into sharp focus as a result of the entirely unexpected shock of Covid-19 and the resulting national lockdown. As consumers have turned to online offerings to avoid the need to travel and come into contact with others,
