As it appeared in the Daily Nation on March 15th 2016 Lucy Kiruthu What brand is your customer experience? Not many of the chief executive officers in Kenya’s service organizations would give a straight answer to this question. One such CEO’s responded to the question with a question. He sought to know what I really meant by that. What I mean is “How would you describe your company’s customer experience?” Is the customer experience on-brand or is it off-brand? Organization across the globe spend billions of dollars developing brands. These brands mainly at the corporate level or at the product level such as I-phone take time to build. The five most powerful brands in the world namely Apple, Microsoft, Google, Coca-Cola and IBM as per Forbes 2015 ranking need not much introduction. In fact a quick glance at the top 100 most valued brands according to Forbes yields more than 90% brand recognition. The key question…
Dr. Lucy KiruthuApril 12, 2016