The Science Of ...

Data disappeared? Internet down? Bad service? On feeling 'customer rage'...

What is “customer rage”?

The Money Show’s Bruce Whitfield put the question to Professor Nicola Kleyn, Dean and Marketing Expert at the Gordon Institute of Business Science (Gibs).

It’s not merely dissatisfaction; how does it manifest?

Kleyn unpacked differences between emotion, expression and behaviour.

She shared examples; both local and from abroad.

People from different cultures express rage in different ways.

There’s a lot of research that compare Eastern and Western expressions of rage.

However, researchers haven't conducted many studies in Africa.

Kleyn spoke about “customer rage” in the South African context, with its unique nuances:

  • Is there a difference between rage as a customer and rage as a citizen?

  • How are wages and socioeconomics related with regards to customer rage?

  • Rage linked to perceptions of racism – between a customer and a company, and between customers.

Kleyn has advice on what a business can put in place to manage customer rage.

For more detail listen to the interview in the audio below.

Enjoy The Money Show, but miss it sometimes?

Get the best bits emailed to you daily, right after it ends:

Subscribe to our Business Wrap Newsletter


Recommended

by NEWSROOM AI
Read More
Robots made in our image are requiring less and less human intervention to learn

Robots made in our image are requiring less and less human intervention to learn

The Money Show’s Bruce Whitfield interviews Jared Molko, a former employee at Google.

Influencers have power over your buying decisions. Brands know that all to well

Influencers have power over your buying decisions. Brands know that all to well

How do “influencers” work? The Money Show’s Bruce Whitfield interviews Bronwyn Williams of Flux Trends.

How Luno outgrew Cape Town for London, handling Bitcoin billions in 40 countries

How Luno outgrew Cape Town for London, handling Bitcoin billions in 40 countries

Bruce Whitfield interviews Marcus Swanepoel of Luno, a company – now in 40 countries - that helps you buy Bitcoin and Ethereum.

Pay up to 45% less tax by investing in a small business (Section 12J incentive)

Pay up to 45% less tax by investing in a small business (Section 12J incentive)

Dino Zuccollo of Westbrooke Alternative Asset Management answers 12 FAQs about the Section 12J tax incentive.

Ever thought of doing an MBA? Here are some interesting facts to consider…

Ever thought of doing an MBA? Here are some interesting facts to consider…

Professor Nicola Kleyn (Dean and Marketing Expert at the Gordon Institute of Business Science) discusses the ins and outs of MBAs.

Costa Rica went from broken and poor to brilliant and prosperous in 15 years

Costa Rica went from broken and poor to brilliant and prosperous in 15 years

A story of hope for South Africa. The Money Show's Bruce Whitfield interviews Dr Adrian Saville (Cannon Asset Managers, Gibs)

Popular articles
[WATCH] Oil riggers rescue pooch 200 kms out to sea

[WATCH] Oil riggers rescue pooch 200 kms out to sea

The workers in the Gulf of Thailand spotted the exhausted dog clinging to the pipes of the rig and managed to pull her to safety.

'Removing Ramaphosa now as ANC president would be a challenge'

'Removing Ramaphosa now as ANC president would be a challenge'

Professor Steven Friedman says no ANC president has ever been removed between conferences.

[WATCH] JMPD's Wayne Minnaar sets the record straight on the hot cross bun

[WATCH] JMPD's Wayne Minnaar sets the record straight on the hot cross bun

Azania Mosaka joins the social media craze and takes a breathalyser after eating a hot cross burn.

 What you should know before replacing a tyre

What you should know before replacing a tyre

Brent Lindeque took to social media earlier this month with a lengthy account of his experience at a Tyger Wheel & Tyre branch.

Sam Smith cancels remaining Cape Town concerts

Sam Smith cancels remaining Cape Town concerts

British singer, Sam Smith's fans in Cape Town where left disappointed after his concert was cut short due to voice strain.

Caller gives Ramaphosa a new name: Dimakatso

Caller gives Ramaphosa a new name: Dimakatso

Listeners weigh in on the president's forever 'shocked' response to situations.

[WATCH] Can eating hot cross buns leave you in trouble with the law?

[WATCH] Can eating hot cross buns leave you in trouble with the law?

Khabazela shares tweets and Facebook posts that have gone viral.

'I just messed up one line, why is it news?' Darren responds to anthem backlash

'I just messed up one line, why is it news?' Darren responds to anthem backlash

Eusebius McKaiser speaks to Kurt Darren about forgetting the South African anthem's lyrics.

 Neglected infrastructure could be cause of Durban Golden Mile washing away

Neglected infrastructure could be cause of Durban Golden Mile washing away

Independent environment journalist Tony Carnie says pumps that transport sand along the beach appear to have been not maintained.