Our Blog
Emotional Temperature – What degree of emotion do your customers feel for you?
I was at the barber shop yesterday morning getting my hair done, a place I visit every other month or so. As is the trend nowadays, besides hair care, every salon/barber shop has on the menu an array of beauty services on offer including nail care, eye care, massages...
The Beauty of Drowning
Drowning is a good thing. Yes drowning – going up and down in water and being unable to breathe!It is Christmas holidays 2013 and we are in Tiwi Beach South Coast. My children are in the swimming pool cavorting around having a grand time and I am at the pool side....
Is Having a ‘Customer Service Desk’ A PR Gimmick?
This article first appeared in Commerce and Industry Vol 2: 009 of Dec 2013The...
Celebrating the Kenyan Customer @50
Kenya’s Customer Service Week was recently celebrated at the end of November 2013 with an impressive figure of over 50 companies from both the private and public sector participating to demonstrate their commitment to appreciating and recognizing their internal and...
Are Some Customers More Equal Than Others?
Most of us have either heard of or read Animal Farm an allegorical novel by George Orwell set in 1917. A simplistic novel about a farm where the leadership of the farm declared all animals on the farm equal in status, but as was discovered in their farm life and...
Stoking the Fire
I am running, the weather's beautiful, the tarmac beneath my feet that are encased in fabulous Asics Gel Noosa 7 running shoes that cushion every step, feels great. Each step taking me toward restoring a child's sight. Yes I am at the Standard Chartered Marathon...
The Techie’s Dilemma on Customer Service
This article first appeared in Business Journal Africa - Empowering Africa's Entrepreneurs - Issue No 162 of Oct 2013Picture this scenario and reflect on just how familiar it sounds… Your computer is frustrating you thoroughly, it is behaving in a manner likely to...
Customer Service And Your Doctor
This article first appeared in Pregnant Magazine -Pregnancy & Birth Magazine For Today's Woman and Her Man.. Issue 50Recently my good friend told me a story about a ‘nightmarish’ paediatrician. Her regular doctor had travelled and had someone else sitting in her...
Enhanced Customer Response Mechanisms for Manufactured Goods
This article first appeared in Commerce and Industry Magazine Vol 2 No 008 August 2013When we conjure up images of well blended bone soup with the marrow and herbs all fused into a great tasting broth, the elements that make the sum total of the whole evoke a very...