Working Together for the Common Good

What we say, do, or do not say or do has an impact. This impact could be either positive or negative. In the last few weeks, I have been reflecting on what it is that holds us back from working together. What is it that holds us back from working together for the common good? […]

The Internal Service Quality Predicament

As it appeared in the Daily Nation on October 17th, 2017 There is too much talk about service to our external customers but little action. Just a few weeks ago, we witnessed great enthusiasm as organizations interacted with their customers during the Customer Service Week celebrations. Unfortunately, most external service initiatives are short lived. This […]

Does JKIA Provide Delightful Experiences?

As it appeared in the Daily Nation on October 10th, 2017 I had the pleasure of ushering in a visitor to JKIA a few days ago. The young Dutch lady seated next to me was taking time off to volunteer in Africa before joining college. It was her first time travelling out of Europe. The […]

Happy Customer Service Week!

As it appeared in the Daily Nation on October 3rd, 2017 Dear Customer, today I write a very special letter to you. First, I write to you because you are the reason business exist. Secondly, I write to you because this is your week. It is the week when a bank might polish your shoes, […]

Are We Really Creating More Jobs?

As it appeared in the Daily Nation on September 19th, 2017 Every year, millions of youth in Kenya are ready for the job market. Unfortunately, many of these young people take too long to secure gainful employment or to get into self-employment. While some are clear on the path that their career will take, others […]