Listen more to your Frontline Staff

As it appeared in the Daily Nation on June 26th, 2018 Frontline staff play a very crucial role in all businesses. It is the receptionists, waiters, cashiers, tellers, sales personnel, customer service agents, shop floor assistants, cleaners, deliverymen etc. that create both the first and the last impressions. They are the face of any business; […]

Are Customers Forgiving?

As it appeared in the Daily Nation on June 12th , 2018 by Lucy Kiruthu How should we react when a meal is delayed, a flight is cancelled, a package is lost or an email enquiry is not responded to? Should we just ignore the incidence and forgive the business, request for an explanation and […]

Are you Seeking Creative Ideas?

As it appeared in the Daily Nation on June 5th , 2018 Lucy Kiruthu I am overly interested in creativity and innovation. Maybe because my first job was in product research and development. I recall coordinating the Dairy Fresh product development from all angles as we sought to commercialize the new product. I was especially […]