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 […]

Be easy to work with

As it appeared in the Daily Nation on March 27th, 2018 As a business, how easy is it for your customers, partners and suppliers to work with you? As an individual, how easy is it for your manager, your colleagues, your juniors and everyone else to work with you? I believe that being easy to […]

The Evolution of Customer Interactions Channels

Over the last three decades, channels for interacting with customer have grown immensely. Face-to-face interactions and telephone calls are gradually becoming outdated. Slightly over two decades ago, emailing and messaging made inroads. Telephone calls and emails made it unnecessary for customers to physically visit a service provider. Before we decide to visit any organization in […]

What is ailing our SMEs?

As it appeared in the Daily Nation on March 13th, 2018 Small and medium sized enterprises (SMEs) play a pivotal role in driving social economic well-being. Locally, SMEs provide a livelihood to millions of Kenyans. Globally, they are a force to reckon. While some SMEs have matured into large corporates others have chosen or have […]

Everything Business – Leading Your Team to Achieve More

As it appeared in the Daily Nation on March 6th, 2018 Most of us are part of different kinds of teams. These teams are at the workplace, in our businesses, in church, in the community, in school etc. In some of the teams, we are the leaders and in the others, we are the followers. […]

The Changing Consumer Behaviour in Kenya

As it appeared in the Daily Nation on February 27th, 2018 Every day, we choose what to buy, when to buy, where to buy from and how often to buy among other purchase decisions. Over the years, consumers have changed how they make these choices and what informs their decisions. Today, the Kenyan consumers are […]

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 […]