What do you Value?

As it appeared in the Daily Nation on April 24th, 2018 What do you value? What does your organization value? We value what we believe is important to us. At the individual level, some of us value our families others value their friends and others their jobs. Organizations on the other hand value different things. […]

The Mobile Phone: A Friend or a Foe?

As it appeared in the Daily Nation on April 17th, 2018 Last week, I had one easy afternoon.  After visiting college, I decided to spend time at the Thika Road mall observing the quality of retail experience. In total, I visited 12 retail outlets. The outlets visited stocked mainly clothes, toys, groceries, vegetables, textbooks and […]

My Maiden SGR Ride Was Not Like Yours

My maiden SGR trip came sooner than expected. A client requested that I ride with the team on the SGR last week. In show of solidarity, I obliged. I did so reluctantly because I had always wanted my maiden SGR trip to be part of a well thought out holiday experience. When I tweeted about […]

Do businesses really want customers back

As it appeared in the Daily Nation on April 10th, 2018 As customers, we have thousands of interactions in our lifetime. On a daily basis, we interact with businesses of all kinds. These interactions either relate to our work or are personal. We request proposals, make orders, engage service providers, visit restaurants, go to the […]