A look at the Millennial Customer

As it appeared in the Daily Nation on January 31st 2017 A lot has been said about the millennial employee but not much about the millennial customer has been considered. Born between 1980 and 2000, the millennial customer represents the truly digital customer. Across the globe and particularly in Kenya, these customers have grown up […]

Innovate or Die!

As it appeared in the Daily Nation on January 24th 2017 Have you ever seen a business die? What was the major cause of its death? There are as many reasons why businesses die as the number of dead business.  Both small and large businesses die or simply fail. Many studies point out that businesses […]

What makes a Winning Organization?

As it appeared in the Daily Nation on January 17th 2017 Sports is a good reminder of what winning and losing looks like. Sometimes individuals and teams win, sometimes they lose. When I think of winning in organizations, I do not necessarily think of those that lead in their industry or those that generate huge […]

Do your Frontline Staff Really Care?

As it appeared in the Daily Nation on January 10th 2017 We walk into a shop on the 4th day of 2017. There is one staff leaning on the front counter. She says nothing and just stares at us.  It seems we do not deserve a welcome, a greeting or even a happy New Year […]

New Year with New Opportunities

As it appeared in the Daily Nation on January 3rd 2017 It is a New Year! Happy New Year to all our readers! I am optimistic that we are all ready or getting ready for 2017. I believe that every New Year presents us with new opportunities. Top on the list is the opportunity of […]

How important is our Happiness at Work?

As it appeared in the Daily Nation on December 27th 2016 How happy have you been in 2016? Are you happy at your workplace? Early in my career, I interacted with a happiness coach JoAnna Brandi. What stood out for me was JoAnna’s outlook about the link between happiness and customer service. Many of us […]