Southern Sun Case Study: Being proactive pays off
Southern Sun is Africa’s leading hotel group, with a spread of 90 hotels and 14,316 rooms overall; they are both large and diverse. The group has over 40 years of experience in the hospitality...
View ArticleThe Experience Dashboard: A frontier in consumer experience research.
In the past, companies would only ever do customer research if their products weren’t selling, their services weren’t popular, or if they were trying to launch something new. Today it has moved into a...
View ArticleEmployees – a Brand’s greatest asset
While products and services are what businesses sell, brand loyalty is a key aspect of good business. And loyalty is largely built through the personal interactions that happen every day between...
View Article3 Simple reasons to invest in customer experience
This isn’t a ‘get customers and keep them for life’ piece, nor is it a warning that if you don’t invest in customer experience your brand is most likely going to fail in the long run. Although a well...
View ArticleKeeping Up To Date With the Industry
The Annual Southern African Marketing Research (SAMRA) Conference officially kicks off on the 16th of August. As a SAMRA member and one of the sponsors of the conference, we will be there to see what...
View ArticleAn exciting new chapter for Absa Financial Services and Interact RDT
A considerable challenge facing any large business today is how to achieve sustainable success. While delivering high quality products and services is a great way to start, in today’s corporate...
View ArticleCase Study: Empowering their employees
The Brief We were approached by the learning and development department of one of our clients. They were experiencing low success rates in their outbound call centre, and needed to boost productivity...
View ArticleCase Study: Listening to what matters most
The Brief We were commissioned by a market leader in the broadcasting Industry, to assist them in truly capturing their customers views and opinions. The organisation prized customer centricity and...
View ArticleThe UX Guy’s Take on Customer Loyalty
I’m a bit of an early riser and for various reasons I prefer to get to work at 6 every morning, but getting up early is not easy, especially in Johannesburg where the temperature is almost always...
View ArticleMROC: Qualitative Research Made Simple
Ever heard of MROCs? MROC stands for Marketing Research Online Communities. Whether you want a closed community comprised of employees, in order to innovate and share opinions within an organisation;...
View ArticleCase Study: Conceptualising with the consumer
The Brief The emerging markets in SA are unfamiliar and slightly uncomfortable when it comes to data as they are unsure of what they actually getting and the costs associated. They are cash strapped...
View ArticleFlipping the traditional on its head
If we look at a typical company operating in any industry today, the CEO arguably has the most important job and responsibilities within the business. In fact, it’s up to the CEO to make sure his/her...
View ArticleMaking a connection with the customer
This isn’t another scathing piece on how outdated marketing is, or how useless promotions and advertisements are when it comes to building customer loyalty – no really, it isn’t. However, like many...
View ArticleThe Culture Of CX (Customer Experience)
Culture speaks of the values and practices shared by the members of a particular group. So when this is applied to business, the group is actually your company – and by extension your customers....
View ArticleCase Study: A solution for customer-centricity
The Brief We were commissioned by a leading financial services provider to improve the overall customer centricity of their organisation. They needed to identify the service and emotive pillars of...
View ArticleProducing passionate people
I’m sure you’ll forgive the alliteration, but it’s necessary. Have you ever been listlessly assisted by a supermarket cashier? Or been to the reception area at big business’s head office where the...
View ArticleCase Study: Having all your ducks in a row
The Brief One of our established clients in the financial services sector was undergoing extensive customer experience auditing and development. They had already conducted research into customer...
View ArticleCustomer Experience Trends Of 2013… So Far
With the first half of 2013 almost at a close, we’d like to take this opportunity to inform our clients of the changes and innovations happening in the Customer Experience Industry. We’ve made a...
View ArticleCase Study: Walking in the Customer’s shoes
The Brief Interact RDT was commissioned by a prominent and exclusive player in the financial services and banking sector. Their client satisfaction was of paramount importance to them, and they wanted...
View ArticleCase Study: Uniting employees, building a culture
The Brief A prominent Bank in South Africa wanted to rethink the way they did business, but they didn’t just want to focus on their customers, albeit important. Instead they wanted to focus on the...
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