Are you fooling your customers?

As it appeared in the Daily Nation on April 5th 2016 Lucy Kiruthu There is an old idiom that goes “fool me once, shame on you; fool me twice, shame on me.” It has a simple meaning that once we have been fooled or tricked we need to be wary of it happening again. Like […]

The Cosmic Growth and Memoirs of Fast Food Eateries in Nairobi

As it appeared in the Daily Nation on March 29th 2016 Lucy Kiruthu Fast Food eateries have evolved. The days of Munyiri’s fish and chips are long gone. In case you have no idea about Munyiri’s please get insights from those who went to college in Nairobi in the 90’s and possibly in the 80’s. […]

Speeding up Service

As it appeared in the Daily Nation on March 22nd 2016 Lucy Kiruthu Customers hate to wait.  They hate to wait for phones to be picked up, for emails to be responded to or for assistance to be received at a service point. Many grow impatient, they become edgy, and they start showing signs of […]

Branding your Customer Experience

As it appeared in the Daily Nation on March 15th 2016 Lucy Kiruthu What brand is your customer experience? Not many of the chief executive officers in Kenya’s service organizations would give a straight answer to this question. One such CEO’s responded to the question with a question. He sought to know what I really […]