Evolve Insights

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 bad and maybe even the ugly which are part of living. How do we close this year on a high note? At the individual level and even in organizations, the year has had its gains and pains. As we come to the close of the year, it is an opportune time to reflect on the gains we have made and the lessons we can learn from pains experienced. In a few days, 2017 will be in the past. A good starting point to end this year on a high is to be grateful that we saw the year 2017. It is…
Dr. Lucy Kiruthu
December 21, 2017
Evolve Insights

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 will keep coming back or if that will be their last interaction with the business. What the customer tell others about a business is also influenced by the interactions they have had both positive and negative. How many businesses consider every customer interaction priceless? How many intentionally make every customer interaction positive? A priceless interaction is so important that its value cannot be easily established. A single positive interaction may open the door for a lifetime high value customer. On the contrary, a single negative interaction may lead to the loss of a key account. We have witnessed many single negative…
Dr. Lucy Kiruthu
December 19, 2017
Evolve Insights

Establishing Credibility in Your Business

As it appeared in the Daily Nation on December 12th, 2017 How Credible is your Business? At a recent strategy workshop, we had an interesting discussion on the subject of credibility both in business and at the personal level. While some of the managers felt that it is daunting to establish credibility in business, others felt that they have no choice but to build a credible business. A credible business is one that can be trusted. When a business establishes credibility, customers believe in the products, services and the people. In addition, the staff believe in the business and are confident about what the business stands for. If your business is seeking to establish credibility, here are three insights to show the way. Credibility in business starts from the inside out. I believe that a major starting point is to define what is important in our businesses. Some of the questions crucial to this definition are…
Dr. Lucy Kiruthu
December 12, 2017
Evolve Insights

Cultivating the Entrepreneurial Spirit

As it appeared in the Daily Nation on December 5th, 2017 Businesses especially small and medium enterprises all around us are an engine for social-economic transformation. Not only do these businesses provide a livelihood to their owners they also create employment both directly and indirectly. Some of these businesses were started and are owned by entrepreneurs. The entrepreneur identified a viable business opportunity either intentionally or by accident. The entrepreneur then took a calculated risk and kept working on the business idea with the intention to grow it into an enterprise. I have closely worked with and studied business enterprises of all types and sizes. I believe that there is a unique spirit that enables people to take risks and to grow a start-up. The spirit known as the entrepreneurial spirit has been widely recognized by many and is studied in most entrepreneurship classes. The entrepreneurial spirit helps the entrepreneur to dream, take risk and keep…
Dr. Lucy Kiruthu
December 5, 2017