Customer Service at Its Best

What targets have you set for your team?

As it appeared in the Daily Nation on February 20th, 2018 Many businesses have set very clear revenue and or production targets. These targets are tracked and reported daily. In addition, most sales persons have targets. Every week they submit a report on the status of their sales pipeline. Most call centres also have set […]

Building and Sustaining a Culture of Service Excellence

As it appeared in the Daily Nation on February 13th, 2018 How would you describe your organizational culture? I often pose this question to company executives and to entrepreneurs. Many are hard-pressed to describe their culture. Others describe it in an amorphous way. However, the few that have been intentional about their desired culture, describe […]

Why Customers Never Come Back

As it appeared in the Daily Nation on February 6th, 2018 Every smart business desires to hold on to its valuable customers for life. Unfortunately, not many businesses are able to keep their customers year in year out. Many businesses tussle with customer inactivity and attrition. Some customers only come back once in a while […]

Are we Adequately Equipping our Staff?

As it appeared in the Daily Nation on January 30th, 2018 I believe that the knowledge and skills that students receive while in college may not be adequate to make them top performers when at the workplace. A wide range of skills, knowledge and attitudes need to be learnt while on the job. First, new […]

Is your Business Focus Right?

As it appeared in the Daily Nation on January 23rd, 2018 What is your business focusing on? Businesses can choose to focus on one major thing or on a number of areas. Most businesses focus on aspects such as revenues, profits, staff engagement, customer numbers, customer retention, customer satisfaction, expansion, digitization, social impact and the […]

Is the Quality of Staff Hurting Us?

As it appeared in the Daily Nation on January 16th, 2018 We often talk about quality of products and quality of service. However, discussions about quality of staff are not common. This is despite the fact that quality products and quality services are dependent on the quality of staff. Our staff produce products and offer […]

Business Trends to watch out for in 2018 in Kenya

As it appeared in the Daily Nation on January 9th, 2018 The business environment continues to evolve! Every year we witness innovative trends in business. This year is no different. A significant change in the businesses’ internal and external environment is expected globally and locally. While most of the changes go beyond boarders and affect […]

Making 2018 Count!

As it appeared in the Daily Nation on January 2nd, 2018 2018 is here! Every New Year is an opportunity to make the additional year count. To most, a New Year presents new beginnings while to others it is just another year. Many businesses across the globe prepare annual plans or set objectives that they […]

Closing 2017 on a High Note

How was your 2017? An associate recently asked for my description of the year 2017 in three words. My first instinct was ‘Another Year Gone’. However, on further reflection, I recognized that 2017 was not just another year gone. It was a unique year. It was a year characterized by both the good and the […]

Every Customer Interaction is Priceless

As it appeared in the Daily Nation on December 19th, 2017 Every day, millions of customer interactions happen. These interactions are either face-to-face, via telephone, via email, via social media or on other online platforms. These interactions shape the customers’ perception of our businesses. Most importantly, it is these interactions that determine whether the customers […]