Customer loyalty can be a blurry scene without data to measure it.
As highlighted in our previous article, customer loyalty drives buying behaviour, and continued loyalty translates into sustainable business growth and profitability. At the core of the Walker model is a roadmap grounded in data and insights. Think back to the days before Google Maps, when finding a specific location often meant getting lost. Data technology […]
How Loyalty Filters Through the Customer Journey
In today’s customer-centric world, interaction and personal experiences are what truly bind people to brands. It all boils down to how we feel during those moments of connection. Imagine walking into a store where the cashier greets you with a friendly smile and a light-hearted joke. You leave feeling uplifted. Then, on your drive home, […]
Delighting travellers with world-class hospitality service
The COVID-19 pandemic was a seismic event that reshaped industries worldwide, and few sectors were hit as hard as hospitality. Hotels, restaurants, and travel-related businesses faced unprecedented challenges, from closures and staff reductions to plummeting revenue. While the world is gradually recovering, the hospitality landscape has been irreversibly altered. South Africa’s hospitality industry, in particular, […]
Prioritising People: The Heartbeat of Business Sustainability
In the world of business, it’s often tempting to focus solely on numbers. Revenue, profits, and growth statistics dominate boardroom discussions, overshadowing the true essence of any successful enterprise: its people. Simon Sinek, a renowned leadership expert, often emphasises that people are the cornerstone of business sustainability. Yet, despite their critical importance, employees are frequently […]
From Vision to Action – Translating Research into Strategic Business Roadmaps
Harvard Business School Professor Robert Simons states in his book, The Balanced Scorecard: Translating Strategy into Action: “90% of organisations fail to execute their strategies successfully and that studies have shown that execution is continually rated as one of the most significant challenges by executives.” In a recent article posted by Harvard Business School, the […]
Why bother with employee engagement?
According to Gallup’s State Global Workplace Report in 2023, disengaged employees are actively costing the world $8.8 Trillion Dollars loss in productivity. ~ 9% of the global GDP. In the vast expanse of the internet, countless discussions swirl around the pursuit of a happier work environment, all in the quest for enhanced employee engagement and […]
