“Covid pandemic showed that your customer can change in a heartbeat”

Customer experience (CX) experts from some of the most recognised and successful brands on the continent, including Multichoice, Woolworths, Shoprite, Superbalist, African Bank, DHL and Rand Merchant Bank, will share their successes, failures and lessons learnt during the next edition of CEM Africa Summit, taking place from 10–11 November 2021.

* CEM = Customer Experience Management

“CX is about managing the end-to-end journey that a customer experiences with a brand or solution that makes them feel heard and understood—from touchpoint through to advocacy—of a brand, a company, a solution and more,” says Shannon Mackrill, co-founder of the CEM Africa Summit.

According to Mackrill, over the last three to four years the importance of the customer has grown in this very specialised segment of consumer marketing: “The movement towards the gig economy and on-demand solutions has helped shape customer expectations of companies. This puts brands to the test, increases competition and forces them to perform better.”

He says the biggest lesson that the market has learnt during the COVID-19 pandemic is “that your customer can change in a heartbeat. It is not this thing or ideal that is constant. Your customers’ needs change as technology and expectations do, and so should a brand or a business. The consequence will be falling behind and losing customers.”

ROI is key
November’s CEM Africa Summit will gather heads of CX, marketing, MDs, owners of companies or business units. “Essentially anyone who has an interest in their customers,” says Mackrill. “They attend to expand their knowledge and more specifically to learn from others who have faced challenges or successes in managing their own customers experience, practical insights and real examples from those who are entrenched within the industry. ROI is key, as well as demonstrating the power that great CX has on customer retention and creation.”

Honest retellings of CX experiences
The CEM Africa Summit has been around for a decade and has played a leading role in South Africa’s customer experience journey and has connected thousands of CX professionals over the years.

States Mackrill: “We are proud of having been at the cradle of this discipline, way before CX was a consideration, let alone a job title; and until today it is still an event that helps shape the way people think about and engage CX in their daily work lives and has been essential to push the boundaries of understanding and shaping the experience a customer has with a particular product, solution and company.”

He adds: “As always we look forward to honest retellings of leading companies’ customer-related experiences and projects. If they failed, how they failed and why. If they succeeded, explanation of their recipe for success. Panel discussions and keynotes, no death by power point, just real people telling real stories.” He continues, “this sentiment was a tough sell in the early years, however, nowadays it is essential in the vision and growth of a company. We have also seen CX shift to include employee experience as a means of manifesting good customer experience.”

The 25+ CX experts in the CEM Africa Summit programme line-up include:

• AutoTrader: George Mienie, CEO
• Dischem: Lynne Blignaut, Group Loyalty and Customer Rewards
• CX Visionary: Steve Towers, Process Management & CX enabler
• Rand Merchant Bank: Mumbi Odambe, Head of CX and Design
• Rand Water: Kamohelo Potloane, Head of Customer Experience Development
• Shoprite Group of Companies: Kia Abbott, Rewards Programme Manager
• South African Tourism: Debbie Damant, Head Visitor Experience
• Superbalist: Brenda Zuma, Customer Service and Operations Manager
• Woolworths: Hanz Rauch, Head of Digital Online Products
• African Bank: Eloise Boezak, Head Customer Experience
• Multichoice: Clint Payne, Senior Manager, Customer Experience
• Majid Al Futtaim Group: Qaalfa Dibeehi, Dean of Customer Experience Leadership Institute

Confirmed event sponsors so far include freshworks, Infobip, Insider, Rogerwilco and Verint.

How to join them?
CEM Africa returns via a world-class virtual event platform offering access to the live keynotes, panel discussions and the agenda. Attendees will be able to engage with the speakers and participate in Q&A sessions, polls and surveys. They can also contact exhibitors via chat or video call, exchange business cards with other participants and download brochures. To register and access the full programme, click here.

About CEM Africa
CEM Africa is the largest online CX event on the continent and is organised by Kinetic Events, which is a partner of The Vuka Group (formerly Clarion Events Africa).

Dates and location:
Dates: 10–11 November 2021
Venue: Online

Website: https://cemafricasummit.com/
LinkedIn: https://www.linkedin.com/in/kineticevents/
Facebook: https://web.facebook.com/CEMAfrica/
Twitter: https://twitter.com/CEMAfricaSummit

Media registration: Use the code CEMPRESS to register here

Media contacts:
Adam Fletcher, Chief Marketing Officer, CEM Africa
Mobile: 071 130 9160
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Annemarie Roodbol
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 

E-commerce sales to account for 18% of retail sales worldwide in 2021

Bringing cash into digital commerce is considered the “last mile of payments” and currently considered the biggest growth opportunity in this sector. An example of a physical voucher that can be redeemed as a debit card payment in online stores is 1ForYou, which will be launched officially in 2022 and offer card vouchers in spaza shops throughout South Africa.

“It could be a game changer,” says Rahul Jain, CEO of Peach Payments, the e-commerce retail experts behind this new initiative. “Cash is still the predominant payment method in the informal economy. We are always looking out for ways to make it easier for business owners to bring their stores and services online and become formal businesses that can build credit history and give them access to a broader set of financial tools and services that then can help them scale.”

Jain is part of a who’s who expert line-up from the e-commerce space, including Woolworths, Massmart, Dischem and AutoTrader, who will share their exclusive insights, case studies and expertise at the upcoming ECOM Africa, a full day virtual event set to run next Tuesday, 21 Sep 2021.

The Peach Payments executive sees digital retail increasingly embedding itself into social media. Jain explains: “Watch how Facebook, Instagram and TikTok all start to make it easier and easier to buy your favourite items -- sneakers, jewellery, football kits -- directly from their platforms. Also, several companies are working on building a “super app” with all the features of a mall and a bank together. Look for this to finally build some traction in the coming years.”

E-commerce 18% of retail sales worldwide

“COVID-19 has pushed companies over the technology tipping point, transforming business forever,” says Terry Southam, the MD of ECOM Africa.

He adds: “companies have accelerated the digitisation of their customer and supply-chain interactions and of their internal operations by years. It is believed that the share of digital or digitally enabled products in their portfolios has accelerated by as much as seven years. To stay competitive in this new business and economic environment requires new strategies and practices.”

In 2021, e-commerce sales are expected to account for 18.1% of retail sales worldwide. It is estimated that there will be 2.14 billion global digital buyers. In retrospect of the COVID-19 pandemic and the rapid acceleration in digital transformation, the ECOM Africa speakers will deconstruct the strategies they have been successful with and how they are preparing for the next wave in e-commerce.

The speaker line-up includes:

• Hanz Rauch, Head of Digital Product for Online, Woolworths
• Rahul Jain, CEO, Peach Payments
• George Mienie, CEO, AutoTrader
• Paul Cook, CEO, Faithful To Nature
• Lynton Peters, CEO, OneCart
• Johann Van Tonder, COO, AWA digital
• Paris Philippou, VP: Game Ecommerce and Digital, Massmart
• Farai Zaranhyika, Head of Ecommerce/Online, Dischem
• Warrick Kernes, CEO, Insaka
• Phil Marais, Head of Africa and Brazil Supply Chain, Cotton On
• Peter Allerstorfer, UCOOK

Key topics

The conference will unpack key topics within the e-commerce space, speaking directly to business operations, store design and optimisation, fulfilment and logistics, payments and security, and marketing and brand building. Attendees can expect to hear case studies on:

• Agile product management
• Secure payments with digital identities
• Inclusion of the informal economy in digital payments
• Business operations and infrastructure
• Fulfilment and logistics
• Conversion rate optimisation
• Commerce media and how to target buyers to deliver rich experiences
• Developing omni-channel strategies
• Leveraging data in digital marketing

Sponsors include Peach Payments, VISA, Freshworks, LexisNexis, uAfrica, AWA digital, RAM, and Criteo who will have a strong presence throughout the event. They will share their experiences with the audiences and will be able to interact digitally with them. The digital platform allows them capabilities to connect with potential customers through virtual exhibition booths, virtual networking, contact swops and educational keynotes and panel discussions.

Next week’s ECOM Africa will be the seventh edition of this flagship, specialist gathering in the e-commerce, retail, and fintech sector.

Register and contacts
To join 1000+ attendees for a full day of in-depth keynotes, panel discussions, online networking and live Q&A sessions, register here.

ECOM Africa dates and location:

• Live virtual event: 21 September 2021

Website: https://ecommerce-africa.com/
Twitter:  https://twitter.com/eCommerceConfex
Facebook:  ECOM Africa
LinkedIn: https://www.linkedin.com/in/ecomafricaconfex/

Media contacts:
Adam Fletcher, Chief Marketing Officer, ECOM Africa
Mobile: 071 130 9160
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Annemarie Roodbol
Mobile: 082 562 7844
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

New Mediacontinues to rake in the awards with a category clean-up at the Pearl Awards, which were held in New York last Friday. In the Best Print Experience (B2C) category, New Media won both the gold and silver awards with their publications for Sanlam and Woolworths. 

Taking gold, the Sanlam Centenary magazine was one of a series of publications produced for Sanlam to celebrate its 100th birthday in 2018. Woolworths TASTE magazine took the silver for the March 2018 edition of the incredibly successful monthly title. Elizka Ferreira, head of foods marketing for Woolworths says, “We are immensely proud of the experience that New Media creates for our customers in TASTE, and to have that recognised on the international stage is phenomenal.” 

Although primarily a digital content and strategy agency, New Media is thrilled to receive these awards for two printed products. The results reaffirm its belief in print as a powerful solution in the right circumstances. Both products illustrate how careful planning, a relentless focus on excellence and the very best talent can come together to create wonderful reader experiences in what is fast becoming the premium channel of print.  New Media’s group creative director Crispian Brown adds: “Although very different in subject matter, audience and purpose, Centennial and TASTE share a basic DNA for creating great content: a good brief, a client who trusts and collaborates with you, a clear strategy and the best creatives focussing on their craft. A good print execution should pique interest irrespective of where people choose to start reading, and surprise and delight the more they explore.” 

Run by the Content Council in the USA, the Pearl Awards receive hundreds of entries and recognise the very best in content excellence around the world. The awards ceremony was hosted in New York at Hearst Tower on Friday and agencies from the USA, UK, Sweden, Canada, Australia and South Africa were recognised for their world-class work. 

Aileen Lamb, MD of New Media says, “Both Sanlam and Woolworths are long-standing clients of New Media and, in both cases, the relationship of trust allows New Media to push the boundaries of creativity, put the customer first, and invest in quality talent and resources. I want to congratulate our clients and thank them and our teams for their relentless pursuit of excellence and their willingness to always make it one step better. The excellence that has been rewarded in these two products is backed up by a body of varied and excellent of work for both Sanlam and Woolworths of which we are very proud.”

The website Retail Price Watch, the consumer price watchdog, which has been tracking the price of bottled water in supermarkets in the Western Cape, says that although prices in the major chains have not generally risen over the past week, the major issue remains shortage of supply.

“Bottled water manufacturers in the Eastern Cape and KZN have confirmed that they are racing against the clock to supply the unprecedented demand for 5l bottled water in the Western Cape.

“However, when water does become available, it is swept off the shelves within an hour, even though most stores are limiting the quantities available to each customer.

Baker confirmed that today (1 February) at least two Woolworths and two Checkers in the Southern suburbs had no supply.“Pick n Pay Online is advertising 5l Aquartz in quantities limited to 12 bottles, but several people have reported that stock is not available.

“The Western Cape shortage is having a ‘knock-on” effect in many ways: stores in Port Elizabeth have also been selling out fast with Checkers and Shoprite only able to supply 5l bottled water sporadically over the past few days.

“Although Port Elizabeth is facing severe water restrictions, it has not yet named a “Day Zero” so one can only assume that people are stocking up in order to be better prepared in the event of a Cape Town scenario.

“Plastic bottle manufacturers in Gauteng are also experiencing greatly increased demand. Companies in the Western Cape which use 5l and 25l bottles for purposes other than water are finding their businesses affected by lack of supply in the Western Cape and so are turning to Gauteng.

“Plastic bottle manufacturer Blowpet in Bronkhorstspruit says that in addition to orders from businesses in the Western Cape some companies, NGOs and private individuals in Gauteng are buying 5l bottles, filling them at assembly points, and then donating them to various institutions in Cape Town

.“It is difficult to gauge the impact on the environment in Cape Town of all the plastic that is flowing in to the city. In the short term people will probably hang on to their 5l bottles with the intention of refilling them at water points but discarded bottles will add to the already critical plastic waste pollution on our shorelines’ says Baker.  

 “Plastic does not degrade and if burnt it gives off toxic fumes. Perhaps it is time for the big supermarkets and/or plastic recyclers to come to the party and in good time start offering accessible recycling points around the peninsula before the plastic overflow becomes yet another Cape Town crisis.”

What you should be paying for water if you can get it:*

• Aquartz R17 - R22
• Aquelle R19 - R20
• Nestle Pure Life  R18 - R23
• House Brand R15 - R18
• Tsitsikamma  R17 - R19

*Based on current prices in the Western Cape where available and prices around the country

 “Consumers who feel water is being overpriced or that they are being otherwise unfairly treated can write to This email address is being protected from spambots. You need JavaScript enabled to view it. . While we cannot promise redress, we will make every attempt to investigate the matter and bring it to the attention of the authorities, “says Baker.  “Only email queries will be attended to. “  

Issued by Viccy Baker This email address is being protected from spambots. You need JavaScript enabled to view it.

The prolonged drought in the Western Cape and the threat of “Day Zero” has given rise to fears of price hikes in bottled water yet Retail Price Watch, the consumer price watchdog, has found that major retail chains in the region are sticking to 2017 prices for 5l bottled water.

The net effect is that there has been a rush on bottled water and many stores have found themselves temporarily out of stock, says Viccy Baker of Retail Price Watch.

“Under normal circumstances demand pressure would have increased the price of the larger sizes, but instead stores have been offering specials which have cleared their shelves, even if only for a short time,” she says.

“Retailers are to be commended for not capitalising on the shortage although it is very likely that consumers who are already very angry about the way the water crisis in the Western Cape has been handled, would not tolerate large price hikes,” she says.

“On 25 January Woolworths in the Southern suburbs of Cape Town which sells its house brand for R22/5litres, was offering 2 bottles for R31 and the shelves in most stores were cleared before lunchtime.

“Pick n Pay and Checkers Blue Route were out of stock but promising deliveries on 26 January while Checkers Muizenberg is selling its house brand Eastern Highlands for R15 a bottle.” 

Judy Woodgate of Tstsikamma Crystal Water in the Eastern Cape says that demand has been “unprecedented” with her sales managers witnessing people fighting over the last bottle of water on shelves in supermarkets in Cape Town.

“We have been besieged not just by retailers but by members of the public who want to buy at source because they cannot buy from the stores,” she said.

“We are bottling as fast as we can and have an order book which will fill 31 trucks all headed for Cape Town in the next week.” 

Woodgate offers a caution to homeowners wanting to buy large quantities of water – many opting for truckloads of more than 5000 litres - that storage in the sunshine can offer water deterioration over time.

Baker says that empty 25l plastic bottles have been sold out at stores such as Mambo’s and Plastic World.Monique Hector, a spokesman for Mambo’s confirmed that the Cape stores had experienced increased demand and had sold out. “We are expecting deliveries but cannot say when.”

Baker says that over the past year prices of 5l bottled water around the country have generally stabilised (see Table below).

A Muizenberg resident Heather Hirschman (57) who lives on the 10th Floor of her apartment block said the 87 litres per day that Capetonians had been allowed over the past few months was far too much given the current crisis and that the authorities should have acted earlier to restrict the use of water further and to hike the price for higher levels of water usage.  “It is inconceivable that older or disabled people will be able to manage to carry 50 litres of water per day from taps to their homes,” she said.

“All the dazzling technology, the big data and the sophisticated modeling  ….could not save American journalism from yet again being behind the story…”  

“Data is Dead”

Media commentators on the failure of the news media to predict a Donald Trump victory in the latest US Presidential elections.  

“This idiocy from a company based in a country that offers its electorate the choice of president between a liar and a bully.... Well done Mondelez you just don't get it do you... you've taken yet another confectionary (sic) icon and have trashed it.”  

A Facebook post after the manufacturers of Toblerone decided to reduce the size of its  iconic triangular product and increase the gaps between the chocolate triangles.  

Are South African FMCG retailers and manufacturers also guilty of “just not getting it” to the detriment of their relationships with customers?

Viccy Baker of Retail Price Watch, the consumer website which gives customers more choice when it comes to their purchase of household goods, believes that there is a profound disconnect between what customers expect from their brands and retailers, and what is being delivered.

“There is a plethora of research houses and an alphabet soup of acronyms and buzzwords serving the retail industry in this country.  

“Amidst all this noise the consumer’s trust in brands is rapidly disintegrating – and nobody seems to notice. Just three factual articles published by us in the online press about FMCG issues this year attracted 150 negative comments and fewer than five positive comments about retailers, from consumers.

“I think that there is outright profiteering going on with regard to food. Not to mention price fixing.”

“Let’s burn all the supermarkets.”

“So beware specials, very often the only special about them is that they are not special.”

“Bunch of scammers.”

There is general agreement that online comment on news stories represents the lowest level of communication. Nevertheless the simmering resentment that people feel against certain issues first rises to the surface here and on social media, and hard lessons have been learnt about ignoring it.  

 Baker cites recent examples of manufacturers and retailers riding roughshod over consumers.

“Bruce Whitfield spent more than five minutes berating Toblerone on the 702 Cape Talk Money Show last week, yet this is only one of more than 50 examples of “shrinkflation” recorded by our website over the past two years.  Toblerone is an exception in that it at least took the trouble to inform its customers of the impending changes. In most instances neither manufacturers nor retailers bother. The barcode remains the same despite the change in the product, directly against good retail practice.

“Pick n Pay Tuna for Cats jumped in one month from R9.99 to R17.99, an 80% increase with no apology or explanation. 

“Ritebrand Rooibos Tea 80 units sold by Shoprite, has increased in price by 54% since November last year, from an average of R18.19, to an average R27.99. This is shocking enough, considering that Rooibos tea is a 100% South African product. Yet 80 units of Lipton tea are now selling for an average R53.56, 106% more than November last year. No justification from the manufacturer or the stores, although Unilever declares it is “redefining” sustainable business practices and trying to keep jobs alive.

“Some Spar stores are now selling Snowflake flour 2.5kg for R32 a bag, and on average Spar’s cost of Snowflake is more than 23% higher than it was this time last year. Spar recently introduced a house brand canned mushrooms 285g tin. In fact the proportion of mushrooms in the can is 40% - meaning that the consumer is paying for 60% salt water!

“Woolworths, infamous in many people’s minds for its high prices, shows far greater consistency in its pricing. Presumably consumers are prepared to put up with high prices in return for a level of trust in this retailer.  

“In a basket of 20 national brands measured over a 3-month period this year, Woolworths changed the price of five products. Checkers changed the price of all 20 products, multiple times, as did Pick n Pay and Shoprite, with Spar close behind. Although some of the price movements were down, this often followed a steep hike (in one instance of 48%).

“Bewildered consumers now feel they enter these stores on the defensive, and the sight of merchandisers with long rolls of PI labels moving down the aisles fills them with a sense of panic.

“In contrast, when the price of sugar rose by 15%, Makro (not always blameless in its treatment of consumers) took the trouble to inform its customers well in advance so they could stock up before the price hike hit. This made good business sense for Makro and also put it into a favourable light with its customers.

Baker believes that loyalty programmes and specials have become ways for the consumer to feel he/she is “getting back” at the retailers, and are not in fact gaining greater brand loyalty.

“The researchers got it wrong when they dismissed Trump supporters as being un-American. Toblerone got it wrong by trying to cover a bitter pill with a sweet coating. There is a wave of civic action spreading throughout South Africa. Will it eventually reach the consumer sector?