Our Blog
The Power of Customer Feedback – A Case of Coptic Hospital
In this country we have been so rightly accused of being very tolerant to mediocrity. And whilst we would like to stand up with placards and declare this untrue, a common hashtag that follows any mal-happening both verbal and written is #accept-and-move-on. It is...
The Two Magic Words
Quite high on my New Year’s resolutions, I reached out to a colleague in industry who runs a fantastic programme for business owners that focuses on business excellence and leadership differentiation, with a view to having participants transform their enterprises from...
It’s Never That Serious……..
Just yesterday I had a very interesting discussion with a new acquaintance (let’s call her Jeanette) who works at the care centre of the country’s only power supply company. She was decrying top management country wide and appealing to them to work out the math and...
Three Blind Mice – Are Your Customers Groping About In The Dark?
My colleague was hit by a motorbike on Ngong Road this past Thursday and we ended up at the nearest hospital to seek treatment. I was pleasantly surprised at how clean and sanitary the hospital was. Everything was spick and span and thankfully it was devoid of the...
Stop Trying To Delight Your Customers!!!
So screams the headline of an article in Harvard Business Review that analysed the findings of a research study by The Customer Contact Council. It covered more than 75,000 customers on their service interactions across a wide range of industry sectors, where loyalty...
Customer Service Standards – Same Cast Different Scripts
I recently had an unfortunate experience with my bank where money was fraudulently withdrawn from my account. The withdrawer seemed to have quite some knowledge of the system for they withdrew the maximum daily allowable amount just shy of midnight and then withdrew...
Failing to Make Good on a Make Good that is a Make Good for Failure!
A former colleague and dear friend copied me on an email to a renowned baby diaper brand that had frustrated him beyond belief. He wanted wise counsel to know if he was truly justified to feel completely put off by the brand’s empty promises. His story has the makings...
The Power of ‘YES?’
This is not an inspi-motivational call to action to have you say YES we can or whatever other positive mantra goes with the thoughts that accompany such calls. Far from it………. It is a call to action to NOT say YES to customers. A colleague who runs a very popular...
Great Brands Thrive on Service Excellence
This article first appeared in Management Magazine September 2014- a Publication of Kenya Institute of Management Management and service experts alike have for a long time believed that customers define brands. But things have changed. According to Shep Hyken,...
