Customer Service at Its Best

What is Your Business Model?

As it appeared in the Daily Nation on August 14th 2018 Lucy Kiruthu When I went through an MBA program 16 years ago, there were no lessons on business models. The closest we got to learning about business models was in relation to the then upcoming e-businesses. However, business models whether defined or not have […]

Why CEOs must lead the Customer Experience Agenda

As it appeared in the Daily Nation on August 7th 2018 Lucy Kiruthu I know a few CEOs that are the number one customer experience champions in their organizations. They know their customers’ journey and they are walking it in their shoes. They know exactly when the shoe is comfortable and when it pinches. They […]

Navigating the Turbulent Waters of Strategy Execution

As it appeared in the Daily Nation on July 31st 2018 Lucy Kiruthu Over the last few years, I have dived deep into the complex world of strategy execution. I have interviewed board members, CEOs and senior executives, surveyed managers and spoken to staff on the subject. I have read the best books and journal […]

What is your Level of Customer Service?

As it appeared in the Daily Nation on July 24th 2018 Lucy Kiruthu Most businesses I interact with think they are providing a “not so bad” customer service. Very few managers and staff alike admit that their service could be dismal. Even if their customers were to rate them as a 7, 6, 5, or […]

Stop Spamming Your Customers

As it appeared in the Daily Nation on July 17th 2018 Lucy Kiruthu Every so often, I unsubscribe from an emailing list or a mass SMS that I never signed up for. Why should any company add someone to their emailing or mass SMS list without their consent? In some cases, there is no option […]

Business Lessons we can learn from the World Cup

As it appeared in the Daily Nation on July 3rd, 2018 Lucy Kiruthu Football is a game that some like. Others do not really care about what goes on in the world of football. I may not know much about Kenyan football and I know very little about the European league. However, something excites me […]

Listen more to your Frontline Staff

As it appeared in the Daily Nation on June 26th, 2018 Frontline staff play a very crucial role in all businesses. It is the receptionists, waiters, cashiers, tellers, sales personnel, customer service agents, shop floor assistants, cleaners, deliverymen etc. that create both the first and the last impressions. They are the face of any business; […]

Are Customers Forgiving?

As it appeared in the Daily Nation on June 12th , 2018 by Lucy Kiruthu How should we react when a meal is delayed, a flight is cancelled, a package is lost or an email enquiry is not responded to? Should we just ignore the incidence and forgive the business, request for an explanation and […]

Are you Seeking Creative Ideas?

As it appeared in the Daily Nation on June 5th , 2018 Lucy Kiruthu I am overly interested in creativity and innovation. Maybe because my first job was in product research and development. I recall coordinating the Dairy Fresh product development from all angles as we sought to commercialize the new product. I was especially […]

Is your culture reactive or proactive?

As it appeared in the Daily Nation on May 29th 2018 by Lucy Kiruthu We often hear people say, “that is how we do things around here”. Others may say that you have to do this or that because that is how it must be done. Most organizations seem to have a natural way of […]