As it appeared in the Daily Nation on May 30th, 2017 We live in different times. In almost every sector, customers have a wide choice. New customers choose which services or products to use and which not to. Existing customers choose whether to stay or whether to go look for alternatives. Sometimes, customers choose to use multiple service providers or to try out different products before making a final decision. The sort of loyalty witnessed with our parents is not there in our generation and the generation after us. In the last decade, it is likely that many of us have switched between brands. The reasons for the switch may vary. The mere fact that one can switch at no cost makes the decision an easy one. Today, one can walk into a bank, walk out with a new bank account, and be ready to close the old account within hours. On expiry of the motor…
Dr. Lucy KiruthuMay 30, 2017