by Günter Richter | Oct 15, 2009 | Business Strategy, Customer Management
You will have no doubt seen the headlines in the media. Mobile operators are being hauled of the coals for excessive interconnect costs (the money it costs to terminate a call on a network other than your own). After ICASA’s failure to address this, Parliament...
by Günter Richter | Sep 18, 2009 | Business Strategy, Customer Management
As more and more industries become competitive, and differentiated products and services become commodities, the importance of performance management – with a customer oriented view – cannot be overlooked. Traditional performance management is closely tied to an...
by Günter Richter | Jul 16, 2009 | Customer Management
The time had come to purchase a new laptop and after having promising myself an Apple as my next notebook, I set about convincing myself that the new Apple MacBook Pro was in fact the way to go! So come Sunday, on the way to lunch with the family I hit the Apple...
by Günter Richter | Jun 29, 2009 | Business Strategy, Customer Management
To many, the invention of the colour broadcast television was fantastic. Take fans of billiards or snooker for instance. Enjoying the game – where understanding the significance of the ball colours is crucial – was now possible on television. Wonderful! Now, how about...
by Günter Richter | Jun 24, 2009 | Business Strategy, Customer Management
Walking through the Cape Town Airport departure lounge, which was more like a Bedouin tent due to the renovations taking place; I came across a shoeshine vendor. Seeing my shoes caked in dirt from the combination of the rain and renovations outside the airport, he...
by Günter Richter | Jun 20, 2009 | Business Strategy, Customer Management
Why is it that so many organisations in South Africa just don’t get it right? Walk into many retailers and you’ll see plenty of customer services representatives hanging around, either talking to each other, fiddling with gadgets meant for customers to evaluate, or...
