February 2017

As it appeared in the Daily Nation on February 28th, 2017 Most strategy workshops are stuffed with great ideas. Teams from different departments are eager to see their organizations scale to new heights. During these workshops, participants articulate what needs to be done, how and when it will be done and who is responsible for what. On top of the list are often strategies for growing revenues, for customer retention, building capacity, improving operations efficiency and much more.  I recall going to such workshops as a participant; like most other participants, I would leave the workshop feeling hopeful and with renewed energy. In the past six years, I have facilitated several strategy workshops. I love to facilitate and most participants think I oversimplify strategy by turning the workshops into decision-making sessions. I have interacted with different businesses; some are big others are small; some below five years others have been in existence for decades; some are…

As it appeared in the Daily Nation on February 21st 2017 My first experience with an Internet Service Providers (ISPs) was in 2001. At that time, we had a traditional dial up service through the telephone system. That was in the USA where internet penetration then was then reported to be at about 40%. In Kenya, the internet penetration at that time was below 1% and home internet was unheard off. I do not quite recall the internet speeds but I remember that in those days internet consumers were extremely patient and forgiving. Today, we live in different times.  Internet services have not only become faster but they have also become more accessible. Many customers currently exposed to hi-speed internet many not have had an experience with dial up connections. At the comfort of their homes, most Kenyans can now access the internet either through their phones or via the services of internet service providers. In…

As it appeared in the Daily Nation on February 14th, 2017 I visited a mall on Thika road the first Saturday of February and I was stunned by the decorations all over the hallways and shops. The mall had gone an extra mile to remind its customers that February was here and with it was Valentine’s Day. As I was going on with some errands at the mall, I wondered whether there was any need for malls to put up such decorations whether in February or at the close of the year. Do the decorations add the value? Do they possibly make the customers feel better or even make the customers feel loved? Do customers love the malls more when there are beautiful decorations? Every smart business’ desire is to have many happy customers. Such customers love to do business with the company. They keep coming back even when they have a choice. They tell others…

As it appeared in the Daily Nation on February 7th, 2017 A few days ago, I was on Argwings Kodhek Road waiting to make a right turn. As I waited, I noticed a group of people carrying placards. At first, I thought they were protestors but on reading the message on their placards, I noticed it was about some “Crazy Prices” at House of Leather a store not far from where this was happening. Many of us may have come across this store’s unique marketing tactics. I have often seen them on Ngong Road, but the main question is how many have visited the store as a result and do they remain loyal customers thereafter? Despite living less than 2 Km away from the store and seeing the placards on Ngong road, I am yet to visit the store. On this particular day, I was curious to find out if they have an online store.  After…