Give 2015 a Good Start!

As it appeared in the Daily Nation of January 6th 2015   by Lucy Kiruthu Why do we really celebrate a New Year? Is it because we have made it through another 365 days or is it because we are looking forward to something exciting in the New Year? Looking back over the past year provides […]

Did the Customer Experience get better in 2014?

As it appeared in the Daily Nation of December 30th 2014 Lucy Kiruthu Year after year some businesses put together their work plans while others meander through the year without any sort of plan. I hope your business had some sort of a plan for 2014. A salient feature of many annual work plans is the […]

There is Joy in Service

As it appeared in the Daily Nation of December 23rd 2014 Lucy Kiruthu Service is rated by oxforddictories.com as one of the top 1000 frequently used words. Perceived by many differently, service whether as a verb or a noun is a word that makes our world go round. To some it is the simple act of […]

Are you Using Technology to Improve your Customer Experience?

As it appeared in the Daily Nation of December 16th 2014 Lucy Kiruthu At a past speaking engagement in a leading bank, the CEO sought to know what I foresaw as a key game changer of the customer experience in the banking sector. Technology was my best bet. In recent years, the customer experience has been […]

4 Ways to amaze your Retail Customer this December

As it appeared in the Daily Nation of December 9th 2014 Lucy Kiruthu December is a unique month in retail. For many in Kenya, it is a time to make the annual grocery shopping for the holiday celebrations, for others it is a time to shop for gift items, for a few, shopping is the best […]

The Convergence of PR and Customer Service

As it appeared in the Daily Nation of December 2nd 2014 By Lucy Kiruthu A few weeks ago many organizations celebrated the customer service week. As they did so, I was on the forefront encouraging them not to make their celebrations a PR gimmick but instead use the week to add value to the overall customer […]

Online shopping experiences at a glance

As it appeared in the Daily Nation of November 25th 2014 Lucy Kiruthu I have made online purchases for the last 14 years. My first experience was at amazon.com. At the time, it claimed to be “the world’s largest bookstore” and Barnes and Noble took them to court. I trust it possibly was because over […]

Are you ignoring your customers?

As it appeared in the daily nation on November 18th 2014 Lucy Kiruthu No one likes to be ignored; even a young child will cry louder if their initial cry is disregarded.  Have you ever been ignored as a customer? Did a staff at a front desk or a manager walking back to the office […]