Who comes first – the Customer or the Employee?

As it appeared in the Daily Nation on March 8th 2016 Lucy Kiruthu There is a quote by Richard Branson of the Virgin brand that has become a favourite of many employees. It reads “If you take care of your employees, they will take care of your customers”. Many versions exist and there is even […]

Is the Customer Always Right?

As it appeared in the Daily Nation on February 23rd 2016 Lucy Kiruthu Is the Customer Always Right?  After corporate Customer Experience pep-talks and even during trainings this question always comes up. Why would someone ask this question yet they know the answer already?  It is quite interesting because I know that most participants wish […]

Should we worry about the Competition or about our Customers?

As it appeared in the Daily Nation on February 16th 2016 Lucy Kiruthu In determining the best strategies, smart companies look at many aspects of the internal and the external environments. Every student of business can tell you more about identifying strengths and weaknesses from the internal environment as well as opportunities and threats from […]

Are Your Policies Driving Customers Away?

As it appeared in the Daily Nation on February 2nd 2016 Lucy Kiruthu Companies need policies, this is indisputable. In many companies staff and managers alike are well aware of the key policies whether written or unwritten. These policies empower employees and guide them in thinking and in decision making. Good policies in addition make […]

The Complexity of the Airline Industry

As it appeared in the Daily Nation on January 26th 2016 Lucy Kiruthu I had the opportunity to work in the airline industry. The complexity of this industry baffled me and to-date it still perplexes. Do customers really like to fly?  What do they like? What don’t they like? Why are they charged different fares? […]

Is Your Feedback that Important?

As it appeared in the Daily Nation on January 12th 2016 Lucy Kiruthu Do you ever visit a hospital, a restaurant or a supermarket or call an airline, a bank or an internet services provider and choose not to give them your valuable feedback? Why do we often withhold such important feedback? A few customers […]

Lessons to Make Our Customer Experiences Better in 2016

As it appeared in the Daily Nation on January 5th 2016 Lucy Kiruthu Happy New Year! Does 2016 provide us with an opportunity to get better? Possibly yes. Every New Year is a new opportunity. The beginning of a new one particularly provides us with an opportunity to reflect deeply on the past year. During […]

The Shopping Frenzy Woes

As it appeared in the Daily Nation on Dec 29th 2015 Lucy Kiruthu Many retailers are smiling all the way to the bank like they often do same time every year.  Retailers such as supermarkets, hotels, restaurants, bookstores, general shops, petrol stations and many others are having their best season. This is because many Kenyans […]

There is Joy in Service

As it appeared in the Daily Nation on Dec 22nd 2015 Lucy Kiruthu Every Christmastime I like to write about joy and I do not tire because the world would be very dull without an ounce of joy. Christmas is in a few days, for many it will bring with it considerable joy. For others […]

Why is Execution so Difficult?

As it appeared in the Daily Nation on Dec 15th 2015 Lucy Kiruthu I have been reading Bossidy and Charan book titled Execution: The Discipline of Getting Things Done. As I have read it together with other material on the subject of execution, I have realized just how much organizations are struggling with putting strategy […]