by Mandisa Makubalo

When organisations talk about wanting to set up a new business unit, there is often so much confusion within the organisation and outside the organisation. This confusion could be justified by the fact that most individuals both internally and externally are not part of the boardroom conversations where decisions are made. To some this decision is seen as a response to a business need; to some this introduction is met with great resistance as they feel left out and anxious about the thought of new people coming into the organisation. There’s concerns about who will be promoted, some immediately make accusations about unfair recruitment practices like “they already know who they want for those roles” which begins to threaten their relationship with the organisation.

by Mandisa Makubalo

Ever heard of the word ‘cookie-cut?’ By definition, to cookie-cut is to indicate that each one is the same, like a guaranteed formula for something that works. It also means that the same approach or style is always used and not enough attention is paid to individual differences. Have you ever found yourself saying “I’m struggling to get the buy in of the C-Suite for my CX (Customer Experience) project”? Have you recently taken on a CX project as an independent consultant or entrepreneur? If your answer is yes, I invite to look as I discuss some of the reasons you might be experiencing the resistance and ways to overcome it.

by Mandisa Makubalo

“The greater the adoption the wider the experience divide.”

Today’s temperature is a scorching hot 35 degrees, the kind of weather that is unbearable for most households, especially those in the townships due to the quality of the housing structures. Most people are sitting outside their houses, children are playing in the streets, throwing water at each other, and some residents have made their way to the beautiful beaches of Cape Town in an attempt to escape this rather unbearable heat.

by Mandisa Makubalo, Unlimited Experiences

Every business leader agrees that INNOVATION is important, yet they cannot agree on what it means? It has become a rather confusing buzzword which has been positioned in a very complex way as it comes in many flavours.

by Mandisa Makubalo, ceo, Unlimited Experiences SA

We are living in times where the way of doing business and living has been redefined for years to come. Pandemics are generally known for taking years to reach their full destructive potential, it is therefore critical for organizations to behave responsibly during the different phases of the pandemic. The consequence of irresponsible behaviour is a new era of disputes that are going to need to be resolved by employers.

by Mandisa Makubalo, founder and managing director, Unlimited Experiences SA (Pty) Ltd

Pandemics may take months, sometimes years, to reach their full destructive potential. Let us look at how small businesses can re-structure themselves in a restructured marketplace. It would be rather risky and naïve to neglect the fact that COVID-19 has resulted in a restructuring across the globe from an economic, social and political perspective.

by Mandisa Makubalo, founder of Unlimited Experiences

A wave has just hit South Africa's banking industry, so who will be left behind? Tyme Bank is the new kid on the block promising to help South Africans achieve their full potential. The bank empowers South Africans to take back control of their money by helping them understand how money really works and giving them a transparent view of their own financial situations. Is this what customers are looking for from banking? What does banking mean for South African consumers? Could it be that Tyme Bank is the answer to the pain points of the South African consumer as far as banking is concerned?

by Mandisa Makubalo, founder of Unlimited Experiences 

What is "Customer First Talk"? How does this look, tangibly, and how does a company recognize that it’s moved beyond ‘customer first talk’ to delivering value for its customers?

by Mandisa Makubalo

I’m sure we are all familiar with the culture of “strategic planning” which sees most businesses taking time out to plan for the year ahead. This practice has become a culture in such a way that massive budgets are allocated to these gatherings. These sessions should be about looking at ways to solve business challenges through design whether this is what happens nobody knows except when customers and employees start feeling the pain. 

by Mandisa Makubalo, Unlimited Experiences 

Research has revealed that from the year 2020 (which is less than 6 weeks away) Product and Price will no longer be the differentiator but Customer Experience, what does this mean for the future of Black Friday when the very essence of this day is about Product and Price.

Today’s customers need a very good reason to give you their money, and it is high time businesses got out there to understand just how customers perceive and experience their brands. Not just at the point of purchase, but holistically. It means embedding a customer-centric perspective into your organisation’s corporate DNA.