by Dr. Memuna Williams, DBA
Last year, Victor and I finally made it to Fiji on our first trip to the Pacific. But the journey to get there was one filled with patience, perseverance, and a little bit of life’s detours.
Read moreCustomer Service Excellence: The Importance of Feedback Loops in Customer Service Processes
by Dr Michélle Booysen
“Feedback is the breakfast of champions.” – Ken Blanchard
Customer feedback is a critical resource for any business aiming to improve its service delivery and foster customer loyalty. Feedback loops, when embedded into customer service processes, provide actionable insights to refine operations and enhance satisfaction.
Read moreThe importance of the candidate experience during employee screening in South Africa
by Jenny Reid
In today’s competitive job market, where talent is often scarce and companies must act quickly to secure top candidates, the candidate experience during the hiring process has become a crucial element in the overall success of recruitment strategies.
Read moreEmotional Intelligence Is Dead. (Not Really, But Here’s What You Need to Know About the New Intelligences)
by Seanice Lojede
In a world where the pace of change shows no signs of slowing, the concept of intelligence is evolving beyond traditional measures of IQ and even the well-known Emotional Intelligence (EQ). As we navigate increasingly complex social, cultural, and environmental landscapes, new forms of intelligence are gaining prominence, each offering unique insights into how we can thrive in a dynamic world.
Read moreThe immense value of mentorship: A personal journey of growth and discovery
by Ntsoaki Sibiya
In my own experience, success hasn’t always come from working harder, but from working smarter. And one of the most impactful decisions I made was investing in a mentor. Mentorship, I’ve learned, is so much more than just an exchange of knowledge. It’s a partnership that fosters personal growth and empowers you to become a better leader. Whether you’re just starting your entrepreneurial journey or are a seasoned business owner, I can honestly say that mentorship is one of the best investments you can make in yourself.
Read moreCustomer Service Excellence: Leveraging Automation to Improve Response Times
by Dr Michélle Booysen
“Speed is the currency of the modern world.”
In general, customers expect speedy, and even instant responses. Businesses must prioritize speed without compromising quality. Automation provides the solution, streamlining workflows and reducing response times to meet and exceed customer expectations. Start by mapping your customer lifecycle process and then consider the following.
Read moreThe Power of Small Daily Habits for Big Success
by Margaret Hirsch
January is here, and with it comes the buzz of big goals, vision boards, and promises to ourselves that this year will be different. But let’s be honest—setting goals is the easy part. The real magic happens in the small, daily actions that bring those goals to life.
Read moreMy QTR - My Quality Time Remaining
by Sharon Castle - Lifestyle and Wellness Coach
This year has been the year where I heard and adopted the phrase “MY QTR” - My quality time remaining. There comes a moment in life when we realize the clock is ticking - not in a way that feels rushed or urgent, but in a way that whispers of the preciousness of the time we have remaining. It’s a sobering and clarifying truth: life is finite. And in that realization lies a profound opportunity to live with greater intention, vitality, and joy.
Read moreDoes the World Economic Forum Matter to SMEs?
by Dr. Memuna Williams, DBA
The World Economic Forum (WEF) often seems to be the domain of large public policymakers and multinational corporations (MNCs). However, small and medium-sized enterprises (SMEs) can learn from the conversations and insights shared at events like Davos—this year, particularly around geopolitics, the future of work, sustainability, social responsibility, and artificial intelligence (AI).
Read moreCustomer Service Excellence: Handling Customer Complaints - A Process-Centric Approach
by Dr Michélle Booysen
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
Customer complaints are an inevitable part of business, but how an organization responds defines its reputation and future success. A process-centric approach to complaint handling ensures consistency, builds trust, and turns negative experiences into opportunities for growth.
Read moreThe Journey Toward Clarity in CSR Development for SMEs
by Dr. Memuna Williams, DBA
In today’s dynamic business landscape, clarity is essential for the successful development of Corporate Social Responsibility (CSR) programs, particularly within Small and Medium Enterprises (SMEs). Drawing from the findings of my recent SME CSR Study, I aim to illustrate how clarity plays a pivotal role in shaping the narrative of CSR development across various phases and locations.
Read moreCustomer Service Excellence: How to Create Seamless Onboarding Processes for New Customers
by Dr Michélle Booysen
“You never get a second chance to make a first impression.” – Will Rogers
A seamless onboarding process sets the tone for long-term customer satisfaction and retention. For SMEs, onboarding isn’t just about signing up new clients—it’s about delivering value quickly, building trust, and laying the foundation for lasting relationships. Here’s how to design onboarding processes that create a smooth experience and drive growth.
Read moreBecoming Dangerous Enough: The Art of Leadership and Accountability
by Gemiene Mueni
“Find a group of people who challenge and inspire you, spend a lot of time with them, and it will change your life.” — Amy Poehler"
Surrounding yourself with the right people is key to growth, but ensuring accountability is where real progress happens. It also requires accountability and an intimate understanding of the tasks at hand. Vusi Thembkwayo, a renowned entrepreneur and thought leader, offers a pragmatic perspective: “To be dangerous enough means knowing each and every single thing about your business to know when someone is bullshitting you.
Read moreWhy mentorship should be part of your 2025 growth plan
by Ntsoaki Sibiya
As we step into a new year, I’ve been reflecting on my own goals for personal and professional growth—and I know many other entrepreneurs and business owners are doing the same. January, recognized as National Mentoring Month, provides the perfect opportunity to highlight the pivotal role mentorship plays in achieving those goals. From my own experience, mentorship isn’t just guidance; it’s a transformative catalyst for leadership and personal development that has shaped my journey as an entrepreneur and should be a key component of every growth plan.
Read moreThe Power of Clarity: Lessons from My Personal Goal-Setting Journey
by Dr. Memuna Williams, DBA
For the past two years, I have set myself an ambitious set of professional, developmental, spiritual, and wellness goals. One of my biggest, was reading 60 books in a year. While I have not yet reached that target number, I set personal records: 24 books in 2023 and over 30 in 2024. These reading aims introduced me to Brené Brown’s work on vulnerability and Satya Nadella’s insights on culture and leadership in organizations.
Read moreCustomer Service Excellence: Mapping the Customer Journey to Enhance Satisfaction
by Dr Michélle Booysen
“The customer’s perception is your reality.” — Kate Zabriskie
Mapping the customer journey is essential for understanding how customers interact with your business and identifying ways to improve satisfaction. A well-mapped customer journey reveals gaps, highlights opportunities, and ensures every interaction adds value to the customer experience.
Read moreStrengthening Employee Screening in South Africa: Key Observations from 2024
by Jenny Reid
The latest Employers Background Screening Report sheds light on the rising challenges and trends in employee screening internationally. With the influx of fraudulent activities and integrity-related challenges, employers are placing greater emphasis on robust verification measures.
Read moreHappy 2025 - My Lessons from 2024
by Teboho Seretlo
Fellow Lionesses, it’s been a minute! As we step into a new year, I find myself reflecting deeply on my journey in 2024—the lessons I have learned and the priorities I am setting for the year ahead.
Read moreTwenty Twenty Thrive: Your Year to Flourish
by Margaret Hirsch
As the clock ticks toward the start of a new year, there’s an air of anticipation, a sense of possibility that anything can happen. This year, let’s go beyond mere resolutions. Let’s focus on thriving—both professionally and personally. Thriving means more than just surviving the day-to-day grind; it’s about flourishing, finding joy, and achieving your highest potential.
Read moreBridging the ESG Knowledge Gap: 5 Key Metrics Every Board Should Use to Assess and Improve ESG Performance
by Nkemdilim Uwaje Begho
As ESG factors become crucial to corporate success, boards all over the world are under stakeholder pressure to evolve. Investors, regulators, and the public are demanding greater transparency and accountability. Conversely, boards are yet to build the needed preparedness to address ESG risks, resulting in financial underperformance and reputational damage. This has created a significant gap, as revealed by the African Financial Investor Relations article, which found that fewer than half of global boards, particularly in Africa, fully understand ESG concepts.
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