I’ve always held the view that we all make mistakes, and perfect delivery each time is damn hard. My maxim, however, has been that, when you screw up, how you respond to the mistake or customer’s complaint does matter and may make the difference. If you get a second chance, then use it well in dealing with a complaint or addressing the product or service malfunction. Customer service 101, I guess.... Read On
The debate of the large international group vs the local independent agency is not a new one and is not my focus today. It is, however, evident that the independent agency, specifically one in which the founders are still involved, occupies a special space, particularly when it comes to creating a unique and differentiated culture.... Read On
The local creative and communication industry certainly doesn’t lack talent and South African agencies have, over the years, held high acclaim in many parts of the world. In comparing ourselves globally, however, across industries, it is hard to establish whether we have done this through unique agency cultures or whether it is simply our talent pool, hard work and can-do attitude that have prevailed.... Read On