Author: Carolyne

Getting and Staying On Top!

Having celebrated the Service Excellence Awards 2015 this week ( organised by The Institute of Customer Service in Kenya to recognize and celebrate exemplary customer service, many insights emerged. The SE Awards are purely an expression of service delight conveyed directly by customers about their service providers. The awards are based on the Net Promoter Score that solely incorporates the voice of the customer and their willingness to act as brand ambassador for the corporate of choice, vide their inspiration to make recommendations to their family, colleagues and friends. This year’s awards had some surprising results in the banking,...

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The Customer is NOT Always Right

There’s a very common assertion in business that “The Customer Is Always Right”. It has been hammered time and time again and is deeply ingrained in the minds of staff world over, that without fail in any corporate speaking forum when we pipe up and say “The Customer Is Always………………” RIGHT!!! is what we get right back at us. Unanimously and in choir format. So let’s get our facts right and dig deeper and ask – really, truly, is the customer always RIGHT? Always?! NO WAY!!!! Customers are very often in the wrong. There are very many different factors...

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Is Tipping or Not Tipping a Tipping Point?

And no……………….. I am not talking about Malcolm Gladwell’s award winning book The Tipping Point that talks about the tipping point, being that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire, that has dramatically changed the way people worldwide think about business development and idea publishing. I am talking about a different tipping point………….. Last night we went out to dinner at Peppers Restaurant in Westlands Nairobi with a group of guests from China. One of my clients was hosting their publishing partners who had come visiting them as a...

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Acacia Premier – The Epitome of Safety, Comfort and Trust

We had the absolute pleasure of staying at the Acacia Premier – a new 4 star hotel in Kisumu City whose Hospitality is not only worth writing home about, but rivals establishments that have been in the industry for years. Their customer responsiveness was awesome. We had too many delightful experiences to narrate, but the one that blew me away was their response to (what was then) a presumed security breach. On the morning of the second day of our stay, I needed to wear a particular set of earrings and after looking and looking and looking for the...

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Nil By Mouth

Same Brand Disparate and Desperate Service We had such distinctly different experiences at Java Coffee House this past weekend that left us rather perplexed. The Java Coffee House brand has become quite a formidable brand in Kenya in the past few years. It leads the way in brand standardization and providing customers with a similar experience irrespective of the outlet one visits, in terms of menu items, ambiance, service delivery, billing and presentation. Even with the current outlets popping up on the sidewalks and at Petrol stations, the Java experience is just the Java experience and that’s what keeps...

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Welcome to See Service

Carolyne Gathuru

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