Insights

Most organisations assume that customer experience is about how people feel. But human memory doesn’t work that way. We do not reliably recall emotions. We recall patterns, anomalies, and moments that stand out because they were handled well. And here is the uncomfortable truth: People naturally remember the negative without effort. A single rude response. A confusing return process. A promise that wasn’t kept. It imprints instantly.

A retail owner in Johannesburg once told me something that stayed with me: “We don’t make money on Black Friday. We survive it.” From the outside, South Africans see excitement: “Up to 70% off!” Countdown clocks Month-long early specials Crowded malls and overloaded websites This year is no different. Game and Makro started specials in   late October . Takealot kicks off its Blue Dot Sale on   25 November   with early access for subscribers the day before and up to 60% off ap

You cannot buy loyalty.  You have to design for it.