Millennials and the Customer Experience

As it appeared in the Daily Nation on May 24th 2016 Are you a millennial, working with millennials or marketing to millennials? If you are not a millennial then you are certainly working with them. Soon the millennials will be the majority at the workplace if not already. The millennial generation also often referred to […]

Great Lessons We Can Learn from Safaricom on Customer Focus

As it appeared in the Daily Nation on May 17th 2016 I recall the first time I acquired a Safaricom line. I was preparing for my return having been out of the country for a little while in the early 2000s.  I requested my sister to see if it was possible to get my 1990s […]

Supremacy of Social Media in the New Era 

As it appeared in the Daily Nation on May 10th 2016 The voice of the customer on social media continues to get louder. As a result, social media has become a powerful tool that customers and companies alike can use to their advantage. A few days ago, I waited at the airport for pick up […]

Choice of retail stores growing astronomically

As it appeared in the Daily Nation on May 3rd 2016 Growing up we had to travel quite a distance to purchase every day requirements. Today, at every corner of the street whether in the urban areas or the rural areas is a kiosk from which to buy basic requirements. In addition, convenience stores and […]

Culture of Service Excellence Remains Elusive

As it appeared in the Daily Nation on April 26th 2016 “That is how it has always been here” “We have always done it that way” When we hear these words we need to realize that they paint the culture of the organization.  Culture as used in business encompasses shared values, beliefs, attitudes, behaviours and […]

Do Health Care Facilities Care about Patient Experience?

As it appeared in the Daily Nation on April 19th 2016 Some of the most customer unfriendly places I have visited are health care facilities. Starting with doctors’ clinics to laboratory and imaging services providers to hospitals. The staff and medical professionals in most such facilities seem to care less about patient experience. On one […]

Customer Trust is Built in Years but Lost in an Instant

As it appeared in the Daily Nation on April 12th 2016 As customers there are those service providers we trust dearly. We take their word as the gospel truth and believe they have our best interest at heart. This trust has been built over time, interaction after interaction the trust is cemented and the relation […]