As it appeared in the Daily Nation on Sept 7th 2016 As customers, we have expectations. One of our key expectations is that we will be kept informed. An informed customer is without doubt a happy customer. As customers, we get informed through various channels. Sometimes we get a call, an SMS, an email, a letter or we come across a notice in the papers or an advert on television or even a post on social media. For example when a 10% excise duty on bank charges was introduced, I received several notifications. Occasionally I also get an SMS from my bank indicating that I qualify to borrow. Unfortunately, the SMS notification does not indicate the interest rate or other fees applicable. In addition, when I enrolled for mobile banking, I did not receive a notification on what the charges would be. This made me wonder why banks are selective in sharing information with customers.…
Dr. Lucy KiruthuSeptember 16, 2016