Customer Service at Its Best

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 […]

What they don’t teach in business schools

As it appeared in the Daily Nation on September 25th 2018 Lucy Kiruthu After four years in business school, many university graduates get into the job market or into the world of entrepreneurship. As they settle in, they realize that they did not learn enough. There is so much more, some of it basics that […]

Is smartphone addiction affecting your productivity?

As it appeared in the Daily Nation on September 18th 2018 There is an increased craving for the use of smartphones. Many of us have witnessed it. We have observed security guards glued to their phones instead of taking watch, traffic police directing traffic as they peep on their phones and worse still frontline staff […]

Customer Experience as a Competitive Advantage

As it appeared in the Daily Nation on September 11th 2018 Lucy Kiruthu Today, customer experience is a major area of focus in many organisations. Business leaders and managers across the globe have shifted their attention to the customer. They recognize the customer as a key player in the survival of their businesses. They know […]

Is a don’t care attitude hurting your business?

As it appeared in the Daily Nation on September 4th 2018 Lucy Kiruthu I was visiting an organization for the first time; it was evident that there was something hurting the business. The staff lacked enthusiasm; they seemed overly disinterested in what they were doing. When I sought to find out what was going on […]

Spreading customer love

The workplace is one of the most complex places on earth. At the workplace are people from different backgrounds that need to work together to get things done. These people are of a different gender, age, religion, education, race etc. In working together, people are expected to put aside their differences and work as one […]

Chatbots are making inroads in customer experience

As it appeared in the Daily Nation on August 21st 2018 Lucy Kiruthu At a recent customer experience training, I asked the participants to draw a chatbot. Most participants had no idea what that was despite being in the customer service arena. Others had an idea but it was difficult to visualize a chatbot and […]