Brands get away with sub-standard service - and for apathetic SouthAfrican consumers ‘good enough is good enough’... ~
Online engagement has grown significantly over the years as more consumers chose digital options to buy groceries, medication and clothing, among other items – and this was fast-tracked by the Covid-19 pandemic. But now that the Covid hangover is almost over, consumers’ behaviour has changed, according to the fifth South African Customer Experience Report.
“We have let our standards slide so far that we are willing to let brands get away with substandard service, quality, and reliability,” says Charlie Stewart. “If we look at one of the most iconic South African brands that has built massive rapport with its customers it’s YuppieChef,” says Stewart. “Launched in 2006, its hand-written notes propelled it into consumer nirvana, and it still gets kudos for this simple way of creating the human touch.
Conversely, if customers have a negative experience 59% said they tell their friends and family and are more likely to air their grievances in public with 50% confirming they’d post on social media or a review site. This is up from 43% in 2022. This trend must not be overlooked by brands as the more consumers trust reviews, the more impact these will have on securing or losing sales.Another critical area for businesses to consider is the acquisition of consumer data.
South Africa Latest News, South Africa Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
Partnering key to industry innovation - IT-OnlineKathy Gibson reports from Saphila 2023 – Digital transformation is a critical requirement for companies and industries around the world. But the realities of doing so can be challenging. Sven Denecken, senior vice-president, chief marketing and solutions officer for industries and CX at SAP, points out that there are some trends that are common across […]
Read more »
AI and the human factor - IT-OnlineKathy Gibson reports from Saphila 2023 – Artificial intelligence (AI) still needs people to be able to function properly. This is the word from Peter Blignaut, manager: pre-sales at SAP South Africa, who points out that computers can do nothing without instruction. And when it comes to AI, they need developers and they need governance. […]
Read more »
Growth in digital wallets transactions driven by advanced services - IT-OnlineThe total value of digital wallets transactions will rise from $9-trillion in 2023 to $16-trillion in 2028, growth of 77%, according to a new report from Juniper Research. This trend is driven by growth across both developed and developing markets, as the increased adoption of advanced services such as BNPL (Buy Now Pay Later) and […]
Read more »
Massive growth for genomics market - IT-OnlineThe global genomics market size is expected to reach $94,96-billion by 2030, according to a new report by Grand View Research. The market is expected to register a compound annual growth rate (CAGR) of 16,5% in the forecast period owing to the increasing demand for novel therapeutic and research applications in genomics. Moreover, it is […]
Read more »
Qbot tops global malware table - IT-OnlineThe Trojan Qbot has been the most prevalent malware so far in 2023, ranking first in five out of the six months to date, says Check Point Software in its latest Global Threat Index for June. Meanwhile, mobile Trojan SpinOk made its way to the top of the malware list for the first time after […]
Read more »
Technology and the future of business - IT-OnlineKathy Gibson reports from Saphila – There has never been a more important time to talk about artificial intelligence (AI). “AI is making headlines all over the world,” points out Kholiwe Makhohlosi, newly-appointed MD of SAP southern Africa, opening Saphila 2023 in Sun City this morning. But the concept of AI is useless unless it […]
Read more »