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  • GfK Customer Harminics: Bridging the Gap between Satisfied and Loyal Customers
    • 12/12/17
    • Brand and Customer Experience
    • South Africa
    • English

    GfK Customer Harminics: Bridging the Gap between Satisfied and Loyal Customers

    GfK Customer Harmonics is a revolutionary approach to identify the most effective actions you can take to increase customer loyalty, and target customers who are showing early risk of churn.  Our validated, customer-centric methodology monitors loyalty by focusing on customers’ experiences and relationships in a way that can account for 80 percent of the variation in loyalty - double the rate of using customer satisfaction alone. 

  • Consumer electronics sales soar in South Africa during Black Friday week
    • 12/07/17
    • Technology
    • South Africa
    • English

    Consumer electronics sales soar in South Africa during Black Friday week

    South African retailers saw strong sales during the week of Black Friday this year. Panel television unit sales experienced 47% growth and smartphone sales leaped 63% compared to the same week in 2016. The value of panel televisions sold during the week was up 41% over the comparable week in 2016, while the value of smartphone sales climbed by 34%.

  • Smartphone sales in SA rise 28% as average selling price falls
    • 11/21/17
    • Technology
    • South Africa
    • English

    Smartphone sales in SA rise 28% as average selling price falls

    South African smartphone sales climbed 28% year-on-year to 3 million units in the third quarter of 2017, while basic mobile phone sales were up 6% to 1.6 million units for the same period, according to point of sale tracking data from GfK South Africa. Smartphone revenues were up 27% compared to the same quarter in 2016, as the market accelerated its transition from basic phones.

    • 11/08/17
    • Media Measurement
    • South Africa
    • English

    Welcome to the wild-west: Is this the future of media measurement?

    The future of media measurement is a very hot topic right now. So, in association with IAB Europe, we invited industry representatives from a wide range of companies to a Round Table discussion on how media measurement might look in five years’ time. Participants included: digital platforms Google, Facebook and Oath; global ad agencies Publicis and Dentsu; media owners from broadcast TV and digital; a programmatic audience platform; a national advertising association and a large national JIC (Joint Industry Committee).

    Media currencies form the cornerstone of media trading, they provide a value to the media inventory that is bought and sold across TV, digital and a plethora of other platforms.

    However, are traditional currency systems being replaced by automated bidding? Is the media planner being replaced by an algorithm? And in the process will target groups become “identity graphs” of attributes, sometimes down to the individual level?

    In the future will there still be a requirement for Joint Industry Committees (JICs) to provide trusted, standardized measurement for the advertising trade? Or will tech and data providers create a new world with scalable, cost efficient technologies which are faster, more flexible and more tightly targeted?

    Issues facing the media measurement industry

    Despite rapid advances in tech, the industry has been dogged by issues of trust, transparency, fraud and a high reliance on a few digital platform players with a lot of power. There have been calls for higher transparency and better orchestration in the data world, most notably by the P&G CMO Mark Pritchard. And more recently Martin Cass at Advertising Week.

    It is high time to pause for a moment and reflect. Is neutral arbitration in the media industry not needed any more due to disruptive technology and the rise of data? Will chaos, ruled by smart, quick but unregulated systems replace order? That’s the discussion we are having. As a leading media measurement company, our future is linked to the industry, so this goes to the core of what we and the industry are about.

    We created a white paper to summarize our roundtable discussion. You can read more here to discover more about three scenarios outlined for the future:

    1. The rise of the “Super JIC” as reinvigorated, neutral data arbiters
    2. Chaos replaces order, with data being controlled by different competing entities large and small
    3. Technological self-regulation of data, likely in the form of an adaptation of Blockchain technology

    We also discuss the role of media planner in these scenarios and ultimately what this will mean for consumers, who are likely to have more control and will expect to be paid for their data.

    The future of media currencies is still very much open, but one thing that is clear: the proliferation of many types of data means that media planning as we know it today will be enhanced and replaced. The question as to what will fill that void is answered by our group’s three possible future scenarios.

    “The way people are paying for consumption will change radically, be that by blockchain, or usage of a brand and delivery of content.”

    -Simon Halstead, Oath

    “In five years’ time, we need to look at why we are using Reach currencies. In essence, they are a compromise. Reach planning won’t exist, either, because Effect planning is already rising sharply, or it will be used less and less. Planning can certainly be done on Effect currencies.”

    -Walter Flaat, Dentsu

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  • Capturing the Generation Z opportunity
    • 10/10/17
    • South Africa
    • English

    Capturing the Generation Z opportunity

    South Africa has a youthful population, with more than 66% of our people below 35 years old and 41% younger than 21 years old. Marketers who want to ensure the longevity of their brands and win the consumer of the future thus need to come to grips with what the under-21s - Generation Z - want and value.

  • Maximize your media effectiveness and investment with our five-step program
    • 09/28/17
    • Retail
    • Technology
    • Point of Sales Analytics
    • South Africa
    • English

    Maximize your media effectiveness and investment with our five-step program

    In our interactive white paper, we share our five-step program for maximizing your media effectiveness and achieving more for your marketing budget. 

  • Smartphone and notebook sales hold up in competitive South African market, but tablets experience sharp decline
    • 09/27/17
    • Technology
    • South Africa
    • English

    Smartphone and notebook sales hold up in competitive South African market, but tablets experience sharp decline

    Retail growth in South Africa's mobile computer market has flattened out, though the market is performing reasonably well considering the tight economy, according to point of sale data from market research firm, GfK South Africa. However, the media tablet market has shrunk by about 40% in the first half of 2017, while smartphones continue to boom.

  • Jeremy Maggs interviews GfK’s Rachel Thompson on Township Marketing
    • 09/21/17
    • Consumer Life
    • South Africa
    • English

    Jeremy Maggs interviews GfK’s Rachel Thompson on Township Marketing

    Jeremy Maggs, from eNCA Maggs on Media, interviewed Rachel Thompson, Insights Director at GfK South Africa, about new GfK research which reveals how brands can connect with people in townships by aligning with their values.

    • 09/12/17
    • Brand and Customer Experience
    • South Africa
    • English

    3 basic mistakes that can ruin your customer experience survey

    The make-or-break for a customer experience survey is that it delivers a great experience in itself.  The customer has to be left feeling that their time spent in completing the survey is ultimately of direct benefit to themselves, not a wearisome sacrifice of time to benefit the company.

    I was recently sent a survey invitation asking me to give my feedback on a flight.  I decided to give it a go, but it turned out that the survey was longer than the flight (or at least that is how it felt).

    I do think it’s laudable that businesses ask for my feedback, but, while most surveys claim that the feedback will be ‘valued’, many survey experiences don’t make me feel valued. They fall into the three basic mistakes:

    • They are often far too long – compared to many people, I have a lot of motivation to complete surveys, but I sometimes give up due to the sheer length and, if I do make it to the end, I know that my last few answers to the endless grid style questions are pretty random.
    • Hygiene factors versus value-adds. I find the premise of some questions a bit odd – I understand that recommendation is a good thing for businesses, but I’m really not going to recommend my bank on the basis that I was able to withdraw my money easily, or it wasn’t a big effort to change a direct debit – some levels of service should be acknowledged as basic essentials, not value-adds.
    • Company-centric, not customer-centric. When I’m asked to give my comments, it’s often worded as wanting to find out why I gave a certain score (again mainly for recommendation). I might by cynical, but this makes me think that increasing the score is what matters to the company, rather than truly improving my experience. The survey questions must be worded from the customers’ viewpoint, encouraging them to give the information that matters to them, not just what matters to the company.

    It seems to me that for many businesses the customer survey has become just another management tool – to measure every single part of the customer journey with a ‘customer score’ – rather than a way to listen to the actual voice of the customer.  And it can’t be customer centric to get customers only to answer questions that the company wants to ask and, at the same time, dictate how they can answer (“please tick one box only”).

    What businesses need to capture are the experiences that are relevant and memorable to the customer, at the most appropriate point in time.  In order for feedback surveys to be both better experiences for the customer and ultimately more useful to the company, businesses need to be much smarter about what they ask, how they get more from less and how they connect the customer feedback to the other data they have in their business and across teams.

    4 tips for better customer experience surveys

    • If you need a score, then make the question relevant to the experience. Don’t use recommendation everywhere just because it makes your life easier to have consistency. Perhaps the customer just wants to feel happy?
    • Ask customers to describe their experience in their words – what a customer chooses to tell you is what is you need to know, because what is memorable will drive their future behaviour.
    • Let technology take the strain. Use text and voice analytics to understand not just what customers say, but also how they say it. This uncovers the root cause of their problems and the actions you need take.
    • Get everyone involved in understanding the results. Finding solutions to customer pain points shouldn’t be the sole responsibility of customer services.

    Summary

    Customer feedback needs to be treated as an energy source: it will be renewable and powerful, so long as you respect customers’ time and intelligence, design your questionnaire to be honestly customer-centric and use the results to build better experiences.

    For more information, please contact John Banerji at john.banerji@gfk.com.

     

     

     

     

     

     

     

     

     

     

     

     

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  • Connecting with the township consumer
    • 08/29/17
    • Consumer Life
    • South Africa
    • English

    Connecting with the township consumer

    GfK research reveals how brands can connect with people in townships by aligning with their values

  • Whitepaper: Six steps to getting your online pricing right
    • 08/22/17
    • Retail
    • Technology
    • Promotion and Causal Retail
    • South Africa
    • English

    Whitepaper: Six steps to getting your online pricing right

    Download our white paper in which we’ve identified six core activities that you need to master in order to make the right pricing decisions.

  • Sluggish economy dampens demand for Small Domestic Appliances in South Africa
    • 08/01/17
    • South Africa
    • English

    Sluggish economy dampens demand for Small Domestic Appliances in South Africa

    · Value of market falls 17% to R3 billion in 2016 · Low-cost local brands to grow at expense of premium multinational brands

     

     

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