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Beyond omnichannel to convergent commerce ecosystems
Integrating retail into consumers’ everyday lives
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Driving compliance at the frontline
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Bridging the Brand Experience Gap
How to align brand promise and customer experience for business success
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Brand Building in Africa: Demystifying the African Marketplace
Why have some companies succeeded and others failed in Africa? International brands have extended their business models into Africa, and set up shop: investing in infrastructure by means of supply chains and distribution networks, creating employment, and relentlessly driving their brands on the market, only to close-up shop when great expectations floundered.