What Makes Customers Tick?

As it appeared in the Daily Nation on October 30th 2018 Dr. Lucy Kiruthu What makes a clock tick? The battery – not quite. If you put a new battery into a faulty clock, it will not tick. One can find out what makes a clock tick by looking at it from the inside out […]

Are you using data to make decisions?

As it appeared in the Daily Nation on October 23rd 2018 Dr. Lucy Kiruthu Companies gather all sorts of data knowingly and unknowingly. Most have data that is financial in nature; they know their revenues per location and even per customer and the have other data relating to their financial performance. Those in retail know […]

Is Yours a High Performance Culture?

As it appeared in the Daily Nation on October 16th 2018 Dr. Lucy Kiruthu I often observe staff at their places of work or during training sessions. My observations largely revolve around their behaviours and attitudes and to some extent their skills. As I make these observations, I often wonder about the staff’s understanding of […]

Is Customer Service Excellence Your Way of Life?

As it appeared in the Daily Nation on October 9th 2018 Dr. Lucy Kiruthu Last week, I lost count of the number of messages received. Of interest were the messages received to appreciate me as a customer. Many companies seemed to have joined in the week long celebrations this year. Some of the messages took […]

Happy Customer Service Week!

As it appeared in the Daily Nation on October 2nd 2018 Dr. Lucy Kiruthu It is that time of the year again when customer-centric organizations around the globe create awareness about the importance of customer service excellence in their organizations. Celebrated by many organizations, the Customer Service Week (CS Week) is commemorated every first full […]