{"id":10112,"date":"2024-03-29T11:08:19","date_gmt":"2024-03-29T11:08:19","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10112"},"modified":"2024-03-29T11:08:21","modified_gmt":"2024-03-29T11:08:21","slug":"south-africa-favourite-brands-elevate-customer-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/south-africa-favourite-brands-elevate-customer-experience\/","title":{"rendered":"How South Africa\u2019s Favourite Brands Elevate Customer Experience"},"content":{"rendered":"\n

The findings from our <\/em>State of the Connected Customer report<\/em><\/a> for South Africa show that customers with favourite brands need more data privacy, customer-centricity, and visibility to remain loyal over other brands.<\/em><\/p>\n\n\n\n

Picture this: you\u2019re buying groceries, or taking out your first mortgage, or browsing for new sneakers. There\u2019s a strong<\/em> chance you had a specific brand in mind when imagining these moments.<\/p>\n\n\n\n

Despite this instant connection, the love for iconic brands in South Africa is undergoing a subtle shift. <\/p>\n\n\n\n

The findings from our sixth State of the Connected Customer report<\/a> for South Africa show that while many customers have their go-to brands, these favourites need to up the ante to hold onto their loyalists.<\/p>\n\n\n\n

In this article, we\u2019ll show you the path preferred brands need to take to do this: first, by understanding what they do better than most brands; then, where they\u2019re going wrong; and finally, how to fix these issues.<\/p>\n\n\n\n

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If you want the full breakdown of the State of the Connected Customer, read the report here<\/a>.<\/h2>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\tDownload the Full Report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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What do favourite brands do better than most?<\/strong><\/h2>\n\n\n\n

It\u2019s undeniable there’s something special about our favourite brands. <\/p>\n\n\n\n

Getting a clear understanding of that special ingredient is the first thing these brands need to take to keep hold of their customers’ loyalty.<\/p>\n\n\n\n

Our survey shows that preferred brands typically outshine their peers in three key areas:<\/p>\n\n\n\n

1. Data privacy and transparency<\/strong><\/h3>\n\n\n\n

The majority of loyal customers feel their brands of choice shine when it comes to respecting data privacy, with 49% believing their chosen brands always handle their data with care. Only 35% say the same for others. <\/p>\n\n\n\n

The transparency in communication is another commendable trait: 37% of customers in South Africa credit their top brands with being straightforward, compared to 26% for the competition.<\/p>\n\n\n\n

2. Customer-centricity<\/h3>\n\n\n\n

There’s also a palpable sense that these preferred brands are more customer-focused. Around 44% believe that their favourites always prioritise their needs.<\/p>\n\n\n\n

3. Visibility<\/h3>\n\n\n\n

The ease of accessing information is another feather in their cap, with the same percentage (44%) acknowledging their preferred brand’s efforts in this regard \u2013 a stark contrast to the 30% for other brands.<\/p>\n\n\n\n

But while these brands are ahead, they aren\u2019t miles<\/em> apart from the competition. With just a 15% lead in some areas, there\u2019s a pressing question: What’s stopping them from pulling further ahead?<\/p>\n\n\n\n

Where are favourite brands missing the customer experience mark?<\/strong><\/h2>\n\n\n\n

Loyalty isn’t just about doing things right. It’s about consistently avoiding mistakes. Our report shines a light<\/a> on some of the negative actions favourite brands are still taking when it comes to data privacy and transparency, customer-centricity, and visibility.<\/p>\n\n\n\n