• Subscribe to our newsletter
The Media Online
  • Home
  • MOST Awards
  • News
    • Awards
    • Media Mecca
  • Print
    • Newspapers
    • Magazines
    • Publishing
  • Broadcasting
    • TV
    • Radio
    • Cinema
    • Video
  • Digital
    • Mobile
    • Online
  • Agencies
    • Advertising
    • Media agency
    • Public Relations
  • OOH
    • Events
  • Research & Education
    • Research
    • Media Education
      • Media Mentor
  • Press Office
    • Press Office
    • TMO.Live Blog
    • Events
    • Jobs
No Result
View All Result
  • Home
  • MOST Awards
  • News
    • Awards
    • Media Mecca
  • Print
    • Newspapers
    • Magazines
    • Publishing
  • Broadcasting
    • TV
    • Radio
    • Cinema
    • Video
  • Digital
    • Mobile
    • Online
  • Agencies
    • Advertising
    • Media agency
    • Public Relations
  • OOH
    • Events
  • Research & Education
    • Research
    • Media Education
      • Media Mentor
  • Press Office
    • Press Office
    • TMO.Live Blog
    • Events
    • Jobs
No Result
View All Result
The Media Online
No Result
View All Result
Home News

Good service key in the ‘age of people’

by Beth Shirley
October 15, 2012
in News
0 0
0
Good service key in the ‘age of people’
Share on FacebookShare on Twitter

Ask Afrika, one of South Africa’s diverse research and marketing insight companies, presented its 11th annual Orange Index Customer Service Benchmarking & Social Profiling Awards, during a half-day conference held at Johannesburg’s Summer Place. The event was presided over by founder and CEO, Andrea Rademeyer, who echoed Google’s sentiments that we have moved out of the ‘Industrial  Age’ into the ‘Age of People’.

Woolworths Food led the field, out of the 111 brands surveyed this year, and also won the Food Retail category, for the fourth time. Overall runner-up was BMW, followed by Pick ‘n Pay, Woolworths Clothing and Sanlam. Other brands in the top ten were Multichoice DStv, Old Mutual, Volkswagen, Toyota and Edgars. Winners were presented with their trophies by Rademeyer and Bernard Beukman, gener al manager of Rapport and Beeld, the event sponsors.

Sarina de Beer, MD of Ask Afrika, presented a gripping summary of current trends in the South African market place, forecasting the impact on society, and the government, of service expectations and government performance. She laid emphasis on the fact that consumers are morphing into citizens and hailed the concept of humanity – seeing the customer as more than a potential meal ticket – in the service industry.

“There has to be a balance between transactional service excellence and social contracting in the private sector. However, operational excellence is in fact a basic expectation and will not build social commitment on its own. This is where the humanity of the consumer must be paramount.”

The theme of (non) service delivery, a topic especially close to the heart of CEO Rademeyer, formed the basis of a candid panel discussion, featuring distinguished panellists Kamogelo Mmutlana (CEO, Fleet Africa), Mmusi Maimane (DA national spokesperson), Dr Mzukisi Qobo (political risk analyst at the University of Pretoria) and John October (executive head: HR, Training and Sales for Telesure.)

A further panel discussion was conducted with representatives of industry leaders for 2012: Marco Vazzola (Woolworths), Guy Kilfoil (BMW), Sechaba Motsieola (McDonalds), Ed Carrell (Absa) and Sarah Lubbe (Vodacom).  Their topic was ‘What’s the name of the game’, and the unanimous answer was, of course, service excellence; especially in the light of the 2012 drop of 5.2% overall, in local service levels.

Kilfoil commented that while many of his customers might not know the difference if blind-folded and put into a German precision motor car, the service levels delivered by BMW would certainly be a major differentiator in the relevant automobile sector.

Anneli Retief (client services director for Ask Afrika) was MC for the event, which was brought to a close by Jenny Muniah, also client services director. She left the audience with a quote from Ela Bhatt, from SEWA, the self-employed women’s association in India.

“Urbanisation is not development. Technology, if it creates imbalances, is not a solution… we will need to get in partnership with our conscience; we will need to get in partnership with our fellow human beings and we will need a long-term partnership with Mother Nature.”

 

Tags: Andrea RademeyerAsk AfrikaBMWOrange IndexOrange Index Customer Service Benchmarking and Social Profiling AwardsWoolworths

Beth Shirley

Beth Shirley is currently the account manager at Stone Soup. Before this she wrote prolifically for numerous publications. She likes media matters, coffee, current affairs, books and cats.

Follow Us

  • twitter
  • threads
  • Trending
  • Comments
  • Latest
Kelders van Geheime: The characters are here

Kelders van Geheime: The characters are here

March 22, 2024
Dissecting the LSM 7-10 market

Dissecting the LSM 7-10 market

May 17, 2023
Keri Miller sets the record straight after being axed from ECR

Keri Miller sets the record straight after being axed from ECR

April 23, 2023
Getting to know the ES SEMs 8-10 (Part 1)

Getting to know the ES SEMs 8-10 (Part 1)

February 22, 2018
Sowetan proves that sex still sells

Sowetan proves that sex still sells

105
It’s black. It’s beautiful. It’s ours.

Exclusive: Haffajee draws a line in the sand over racism

98
The Property Magazine and Media Nova go supernova

The Property Magazine and Media Nova go supernova

44
Warrant of arrest authorised for Media Nova’s Vaughan

Warrant of arrest authorised for Media Nova’s Vaughan

41
South Africa’s commerce media moment has arrived

South Africa’s commerce media moment has arrived

May 30, 2025
Seven Days on Social Media: Child Protection Week, #MyDisappointment and a soppy seal

Seven Days on Social Media: Child Protection Week, #MyDisappointment and a soppy seal

May 30, 2025
Navigating the AI tide without losing our humanity

Navigating the AI tide without losing our humanity

May 29, 2025
The marketing mission remains clear

The marketing mission remains clear

May 29, 2025

Recent News

South Africa’s commerce media moment has arrived

South Africa’s commerce media moment has arrived

May 30, 2025
Seven Days on Social Media: Child Protection Week, #MyDisappointment and a soppy seal

Seven Days on Social Media: Child Protection Week, #MyDisappointment and a soppy seal

May 30, 2025
Navigating the AI tide without losing our humanity

Navigating the AI tide without losing our humanity

May 29, 2025
The marketing mission remains clear

The marketing mission remains clear

May 29, 2025

ABOUT US

The Media Online is the definitive online point of reference for South Africa’s media industry offering relevant, focused and topical news on the media sector. We deliver up-to-date industry insights, guest columns, case studies, content from local and global contributors, news, views and interviews on a daily basis as well as providing an online home for The Media magazine’s content, which is posted on a monthly basis.

Follow Us

  • twitter
  • threads

ARENA HOLDING

Editor: Glenda Nevill
glenda.nevill@cybersmart.co.za
Sales and Advertising:
Tarin-Lee Watts
wattst@arena.africa
Download our rate card

OUR NETWORK

TimesLIVE
Sunday Times
SowetanLIVE
BusinessLIVE
Business Day
Financial Mail
HeraldLIVE
DispatchLIVE
Wanted Online
SA Home Owner
Business Media MAGS
Arena Events

NEWSLETTER SUBSCRIPTION

 
Subscribe
  • About
  • Advertise
  • Privacy & Policy
  • Contact

Copyright © 2015 - 2023 The Media Online. All rights reserved. Part of Arena Holdings (Pty) Ltd

No Result
View All Result
  • Home
  • MOST Awards
  • News
    • Awards
    • Media Mecca
  • Print
    • Newspapers
    • Magazines
    • Publishing
  • Broadcasting
    • TV
    • Radio
    • Cinema
    • Video
  • Digital
    • Mobile
    • Online
  • Agencies
    • Advertising
    • Media agency
    • Public Relations
  • OOH
    • Events
  • Research & Education
    • Research
    • Media Education
      • Media Mentor
  • Press Office
    • Press Office
    • TMO.Live Blog
    • Events
    • Jobs

Copyright © 2015 - 2023 The Media Online. All rights reserved. Part of Arena Holdings (Pty) Ltd

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In

Add New Playlist

Are you sure want to unlock this post?
Unlock left : 0
Are you sure want to cancel subscription?