Blog

Business Tips for the Festive Season

As it appeared in the Daily Nation on December 11th 2018 Dr. Lucy Kiruthu We are fast approaching that time of the year when the bulk of shopping happens. Year in year out, the Christmas season and the start of a new year results to a surge in sales volumes. It is around the same […]

Is Black Friday Sale Effective in Kenya?

As it appeared in the Daily Nation on December 4th 2018 Dr. Lucy Kiruthu The Black Friday concept is gaining prominence in Kenya. This year, many retailers and malls have been running Black Friday campaigns. On one hand, Kenya’s largest shopping mall, Two Rivers for example has been running a Black November sale promotion themed […]

Keep Your Customer Data Clean and Safe

As it appeared in the Daily Nation on November 27th 2018 Dr. Lucy Kiruthu How clean is your customer data? Do you really have confidence in your data? A certain local bank still sends me text messages on system downtime more than two years after closing an account with them. My insurance company still does […]

Safaricom Naming of First Chief Customer Officer in Kenya Could be a Game Changer

As it appeared in the Daily Nation on November 20th 2018 Dr. Lucy Kiruthu When Safaricom created the role of the Chief Customer Officer (CCO) a few days ago, I felt a wave of excitement. My excitement was not because I am a Safaricom customer but because I am a firm believer and an advocate […]

Innovation Goes Beyond Technology

As it appeared in the Daily Nation on November 13th 2018 Dr. Lucy Kiruthu Throughout my career life, I have been keen on innovation. Having started off in the field of product research and development I believed in the need for creativity in the development of new products and improvement of existing ones. I thereafter […]

Has your Business Planned Ahead for 2019?

As it appeared in the Daily Nation on November 6th 2018 Dr. Lucy Kiruthu The year 2018 is almost ending. Have you started thinking about 2019? Have you thought about what your business should accomplish in 2019? Have you decided what your top priorities for 2019 should be? Have you determined how you will position […]

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 […]