Evolve Insights

The Future of Retail

Businesses keep evolving. This is evident across all sectors and retailers have not been left behind. For example, retail stores as we know them today did not exist in the past and are unlikely to exist in the future. Globally, the retail sector continues to advance. It is a sector that is expected to have a bright future given its important role in the life of every human being. In Kenya, the retail sector has made major milestones. Unfortunately, the sector has also failed to live up to expectations. We have witnessed the leading retailers come down crumbling. Will there be a new dawn for the retail sector in Kenya? Here are key trends that are influencing the retail globally and which will play a key role in determining the future of retail in Kenya. Smaller Neighbourhood Stores When mega stores were introduced, they were a big hit. Customers could shop for everything needed under one…
robert
September 29, 2017
Evolve Insights

Smart Companies Continue to raise their Customer Experience Standards

As it appeared in the Daily Nation on September 12th, 2017 Customers’ expectations keep rising. Customers continue to be choosier, more demanding and less loyal. Organizations hoping to survive in the marketplace have no choice but to also raise their standards. Every year for the last two and a half decades, organizations from across the globe have come together in one accord to commemorate the customer service week. The week marked every first week of October falls on October 2nd to 6th this year. In the past, many organizations have used this week to create awareness internally about the need to focus more on customers. Others have held celebrations in honour of staff and customers. Once again, many organizations have put in place customer service week plans for this year. The vibrant Customer Experience Community in Kenya has been instrumental in raising customer experience standards. Their enthusiasm has been greatly felt during past customer service week…
robert
September 12, 2017
Evolve Insights

Dear Customer, Please sort out your own packaging!

As it appeared in the Daily Nation on September 5th, 2017 The last time I was on the Mai-Mahiu Maasai-Mara road, one of the main attractions was the plastic bags. It was heart-rending to witness such sights. The areas around the urban areas along the road were most affected. All over and especially in our urban centers, the plastic bags menace is a major threat to our environment. They have particularly been blamed for blocking drainages resulting to flooding. Since the plastic ban took effect a week ago, it has not been business as usual. Those most affected by the plastic ban are the manufacturers, the retailers and their customers. Over time, plastic bags have become the preferred form of packaging. We have overused them as packing material on anything and everything. Looking back less than two decades ago, we used to survive on paper packaging. We seem to have forgotten that experience. Without plastic bags,…
robert
September 5, 2017