When Customers Lack of Information

As it appeared in the daily nation of October 27th 2015 by Lucy Kiruthu Do our customers have all the information they need when they need it? Are they updated regularly and reminded of some important details? Or do we assume that because all the information is posted on our website together with Frequently Asked […]

Our Everyday Service Heroes

As it appeared in the daily nation of October 20th 2015 by Lucy Kiruthu Happy Mashujaa day! It is yet another day to celebrate our country’s heroes fondly referred to as Mashujaas. Several years ago the only heroes that showed up during the Mashujaa day celebrations were the freedom fighters. However, this has since changed. […]

Where is the C-Suite in Leading the Service Excellence Agenda?

As it appeared in the daily nation of October 13th 2015 by Lucy Kiruthu Customer Service week celebrations happened last week world over. Here in Kenya it was evident that something different was happening. On Monday morning some C-Suites were empty as their occupants albeit reluctantly joined the frontline in launching the customer service week. […]

Let us Celebrate our Customers Every Day!

As it appeared in the daily nation of October 6th 2015 by Lucy Kiruthu The Customer Service week 2015 is finally here! Organizations across the globe are marking the week by celebrating their customers both internal and external. Others are launching service improvement initiatives that will last all year round. Here in Kenya the celebrations […]

Is there Automotive Hospitality in Kenya?

As it appeared in the daily nation of September 29th 2015 by Lucy Kiruthu Roger Smith and Sons was my ideal Auto Service station. All I needed to do was sit back, relax and expect a call to remind me that the car was due for service. An outstanding vehicle service history was maintained and […]

The Mobile Phone is Transforming the Customer Experience

As it appeared in the daily nation of September 22nd 2015 by Lucy Kiruthu intro When I visited an electronics retail shop last week four out of the five ladies that were on the first counter were on their mobile phones. One was talking on the phone while the other three were either just scrolling […]

Are you ready for the Customer Service Week Celebrations?

As it appeared in the daily nation of September 15th 2015 by Lucy Kiruthu In exactly three weeks the world will be abuzz with Customer Service week celebrations marked during the first full week of October. The celebrations have been running in the USA since the 1980s and were proclaimed a national event by the […]

Loyal Customers are Good for Business

As it appeared in the daily nation of September 8th 2015 by Lucy Kiruthu Last week several organizations were recognized at the Service Excellence Awards ceremony. They had attained high customer loyalty ratings in various categories.  This second year of the awards saw some new corporate join the list of winners. The SE Awards  are […]

Passion is a Key Ingredient in Customer Service

As it appeared in the daily nation of September 1st 2015 by Lucy Kiruthu Last week we all witnessed the passion with which Julius Yego threw the Javelin to hit the 92.72M mark and win the gold. Like all other athletes that scooped a medal, he was full of enthusiasm and energy before, during and […]

Everyday Retail Store Experiences

As it appeared in the daily nation of August 18th 2015 by Lucy Kiruthu Have you ever entered a new retail store and felt like you were in a jungle and could hardly find what you needed? This is not how it was initially meant to be. Retail stores were modelled after libraries and were […]