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Beyond Banal Business Travel

Twenty-five-year-old South African automotive drivetrain repair company Rex Diff and Gearbox found a perfect match for its business travel needs when it joined kulula work’s client base, and never looked back. Dennis McLachlan of RDG’s Consumer Affairs and Marketing division explains why.

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What RDG does

RDG repairs and remanufactures all types of car and truck gearboxes, differentials, propshafts and CV-joints. It has 10 branches countrywide and also serves motor dealers and workshops in neighbouring countries. Besides offering repair and gearbox exchange services to the consumer motorist market, RDG also provides service-level warranty repairs for a number of major OE motor manufacturers, vehicle importers and major fleet owners and operators.

What have been your biggest challenges with business travel?

On occasion, I have had to arrange both urgent and routine travel for company personnel. I often find it difficult to reserve a seat on a website at short notice. This can be inconvenient and frustrating at times.

Related: How To Take The Hassle Out Of Business Travel With Kulula Work

Why did you start using kulula work’s services?

About nine years ago on a flight from Port Elizabeth to Johannesburg, the owner of RDG, Rick Rex, happened to be sitting next to Cindy Cunningham-Scott, who was the Comair Corporate Division Sales Manager at the time. They got chatting, and soon afterwards, Cindy called me to arrange a meeting where we formalised an arrangement that enabled me to enjoy the experience and convenience of kulula work. The rest is history.

How has kulula work made doing business easier?

Getting company managers and technicians across the country to our various branches at short notice is now easier and faster. I can call at any time, even after business hours, and book seats or change flights.

There is a certain pleasure in being able to call and speak to a real person who is efficient and makes every effort to accommodate my requirements.

What are some of the benefits you’ve experienced as a kulula work client?

The best possible airfares according to the class available are certainly a plus for the company. I can also make urgent changes quickly and conveniently without too much fuss and bother.

Two events stand out for me. Four years ago my wife and I were running late for a flight from Cape Town to Johannesburg. I called the car rental agent who said he would drop us off at the departure terminal. I then called BA Special Services. They checked us in over the phone, and met us at the departure terminal entrance with our boarding passes. Naturally we had only hand luggage. We rushed through security to the aircraft in a matter of minutes. That goes well beyond the normal service one expects.

Related: Kulula Work Brings You The Cheapest Flights Of The Day For Your Business Travel

More recently, a work colleague who lives 80km away from O.R. Tambo (ORT) International Airport called me at 5am. He was running late and would miss his 6am flight. I called BA Special Services at ORT, and the operator quickly and calmly changed the flight to a later one.

Why would you recommend kulula work to other businesses?

They do what they do so well; making affordable business travel effortless and painless. They fully understand the needs of business travellers.


The following is exclusively available when your next business trip is booked via kulula work:

  • Best fares of the day on kulula.com and British Airways (operated by Comair)
  • Flexible flight changes (only the difference in fare and taxes will apply)
  • No booking fees
  • Competitive car hire rates with Europcar and Avis
  • Great hotel rates with Protea Hotels and City Lodge Hotel Group
  • Invoicing and reporting
  • Account management
  • Access to our qualified Corporate Reservations team. *

* Legal stuff applies

For that work-life balance you’re after, contact kulula work on +27 (0)11 285 3050, email sales@kulula.com or visit www.kulula.com/work.

Kulula work is the direct distribution channel of kulula (Comair Limited), specialising in corporate travel, so your business is in good hands. Let us help you with your business travel requirements, affording you great savings and a reliable travel service.

Company Posts

Building Customer Relationships

Are you working in a retail environment? Explore the Wits Plus online short course in Customer Relationship Building through the DigitalCampus.

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Most retail businesses agree that providing excellent customer experience is imperative for a retail store to be successful.

But what is customer experience?  According to Forrester, an independent market research company, customer experience is “How customers perceive their interactions with your company”.

They explain that good customer experiences have three relevant characteristics for the customer:

  1. They are useful, thus deliver value and meet customer needs.
  2. They are usable, so the value is easy to find and engage with.
  3. They are enjoyable, and emotionally engaging so people want to use them.

The customer ‘interactions’ are the two-way exchanges that customers have with the company. A customer will make a judgement as to whether the company meets their needs, is easy to use and enjoyable to do business with. These judgements happen every single time the customer interacts with the company: when they navigate the company website, call the contact centre, enter the retail store, buy company products, talk to an employee, respond to an advert and so forth.

Providing excellent customer experience is challenging. The systems and processes required for excellent customer experience include understanding your customers, building a positive emotional connection with them, capturing and acting on feedback, developing and training everyone in the company and measuring the return on investment. All this is difficult enough to manage in a national company but what does it mean in this age of international and multinational companies?

Related: Customer Control For Entrepreneurs

Providing a superb customer experience is first underpinned by understanding the cultures, history, experiences and sensibilities of customers and then respecting them. Again, this is more manageable if your company is national and its cultural values are aligned with the national values and history. However, achieving this in a multi-national organisation where the historical experience and cultural values of the organisation may not be aligned with the country they are operating in, can be a real challenge.  A diverse workforce is also imperative to providing an outstanding customer experience and the importance of diversity is magnified in a multinational organisation.

This is demonstrated by the infamous ‘H&M hoodie incident’ that happened early this year. In Sweden the only jungle is urban, there are no wild monkeys and the black population is relatively small. As one would expect in a Scandinavian organisation, the H&M group board has good male-female diversity, but there are few black Swedes in senior decision-making positions. Few Swedes have experienced how skin colour can provide an all-pervasive feeling of difference, of ‘us and them’, and they have little, if any, understanding of these issues on a personal level.

However, H&M is a global organisation and therefore needs to have an intimate understanding of the different cultures and sensibilities of their customers in the different countries where they have a footprint; and respect them. The simple expedient of introducing a process whereby a local executive ensures that a new product is culturally sensitive could have demonstrated some organisational understanding of this issue.

The H&M hoodie debacle is an excellent example of how not understanding the customer can negatively impact on customer experience; how it can break the emotional engagement with customers and lose their trust. This incident has made it difficult for South African customers to engage positively with H&M. The importance of diversity in the senior teams throughout a multinational can directly impact the customer experience and the bottom line. In short, one picture and a hoodie nearly undermined the reputation of the organisation in South Africa!

Are you working in a retail environment? Explore the Wits Plus online short course in Customer Relationship Building through the DigitalCampus.

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Company Posts

Entrepreneurs Can Explore Opportunities In Growing Digital Textile And Interior Décor Markets

Those wanting to explore opportunities in digital textile printing can speak to experts at the Sign Africa and FESPA Africa Expo, taking place from 12-14 September at Gallagher Convention Centre.

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According to Mark Sollman, application manager at Mimaki, ‘Digital printing technologies are revolutionising the interior décor business. Not only can these items be produced more rapidly and with less waste than with traditional manufacturing processes, digital printing offers the ability to customise – or even personalise – interior décor.’

The global printed textile market is huge, estimated at over 32 billion square metres of output annually. Print is widely used to decorate the surface appearance of furniture and surfaces. Digital textile printing is ideal for customisation – allowing consumers to print unique products for their homes or businesses.

There are also emerging niche opportunities. For example, with the wide use of online travel review sites, hotels are increasingly keen to deliver a fresh experience. A ‘TripAdvisor effect’ has been identified, with the claim it reduces the hotel renovation cycle from every seven years to every five years, consequently boosting the market for printed décor.

There are many T-shirt printers offering a web-to-shirt service, where the buyer uploads their own unique image to be printed on to a garment on demand. The printing takes a large part of the value and will be done close to the buyer. For a fashion collection, stock-outs may be avoided by printing and making popular sizes and styles locally in small quantities.

Related: Explore Business Opportunities In Print At The Sign Africa And FESPA Africa Expo

This makes higher manufacturing cost less of a problem, and internet retailers can extend this with only commissioning the product after a sale has been completed online. Increasingly, supply chains are being pressured to provide greater flexibility, which inkjet textile printing is able to provide.

Applications with interior décor include; customised wall coverings and photo wall murals; window coverings and wall decals; curtains and blinds, cushions, lampshades and bags.

Those wanting to explore opportunities in digital textile printing can speak to experts at the Sign Africa and FESPA Africa Expo, taking place from 12-14 September at Gallagher Convention Centre. There are also a range of educational features, including: 

Textile Experience

Visit this hands-on workshop where printers can learn different techniques all taught by Charlie Taublieb, who has been in the screen printing industry since 1976, and heads up Taublieb Consulting in Greenwood Village, Colorado, a company specialising in technical screen printing consulting for textile printers. This takes place from 12-14 September, in hall 1 on the Rexx Screen & Digital Supplies stand.

T-Shirt and Bag Printing Workshop

Free demonstrations by local experts on T-shirts and bags with speciality printing techniques, direct to transfer and screen printing. For more info visit http://bit.ly/EntrepreneurSignAfrica5

Related: Considerations For Signage And Printing Industry Start-Ups

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Explore Business Opportunities In Print At The Sign Africa And FESPA Africa Expo

Business opportunities will be showcased on various exhibitor stands at the upcoming Sign Africa and FESPA Africa Expo, taking place from 12-14 September at Gallagher Convention Centre.

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Opportunities for start-ups or those looking to grow their businesses will be showcased in daily 30 minute sessions on the hour. These sessions are free of charge. A range of topics relating to T-shirt printing, signage, branding, working with acrylic, doming and wide format printing will be covered.
TIME WED 12 SEP TIME THURS 13 SEP TIME FRI 14 SEP
09H30 Gawk hall 3: Take your textile printing to new levels with Triga Max and the all NEW Triga Go fabric tension display systems. 09H30 Gawk hall 3: Take your textile printing to new levels with Triga Max and the all NEW Triga Go fabric tension display systems 09H30 Gawk hall 3: Take your textile printing to new levels with Triga Max and the all NEW Triga Go fabric tension display systems
10H30 Midcomp hall 3: Work smarter with the HP R2000 10H30 Midcomp hall 3: Business opportunities in branding bottles and more. 10H30 Midcomp hall 3: T-shirt printing on the DCS 1800 mini Flatbed printer.

 

11h30 Maizey Plastics hall 3: T-shirt graphics using Poli-flex Turboflex Heat Transfers. 11H30 Maizey Plastics hall 3: Working with Plexiglas – A variety of tools will be onsite to demonstrate correct working techniques. 11H30 Maizey Plastics hall 3: Doming using UltraDome
12H30 JG Electronics hall 1: Start or expand your own corporate gift branding  business 12H30 JG Electronics hall 1: Investigate adding white toner T-shirt printing vs traditional printing. 12H30 JG Electronics hall 1: Investigate adding white toner T-shirt printing vs traditional printing.
13H30 Uprint hall 1:  Start up or value add to your business for a TOTAL print solution system on all Promo goods. Demo’s will be shown. 13H30 Uprint hall 1:  Start up or value add to your business for a TOTAL print solution system on all Promo goods. Demo’s will be shown. 13H30 Uprint hall 1:  Start up or value add to your business for a TOTAL print solution system on all Promo goods. Demo’s will be shown.
14H30 Rexx Hall 1: Visit this hands-on demo where printers can learn screen printing techniques all taught by Charlie Taublieb 14H30 Rexx Hall 1: Visit this hands-on demo where printers can learn screen printing techniques all taught by Charlie Taublieb 14H30 Rexx Hall 1: Visit this hands-on demo where printers can learn screen printing techniques all taught by Charlie Taublieb

For more information, and to pre-register online, please visit http://bit.ly/EntrepreneurSignAfrica4.

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Related: Business Opportunities In Printing And Signage

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