Articles Tagged Customer Care

Oct 01, 2017
Turning your bank of today into the bank of tomorrow

What does the disruption journey look like to those who can think ahead of the curve and transform their successful traditional businesses ahead of time? I covered this topic here last week, and received many requests to show the roadmap for banks in particular. It seems many of you are worried about the future of […]

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Sep 03, 2017
Is counting on patriotism a winning business strategy?

Many years ago our local brewer, East African Breweries Limited (EABL), was facing a major new threat. Castle, a huge brand owned by South African Breweries, had announced its entry into our local market. It was coming in with big money, a big plant and big plans. One of the key strategic decisions made in […]

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Aug 27, 2017
What a flight not missed teaches us

We were flying in the rainy season. We set off on the first leg, needing to arrive at the hub airport on time and then catch a connecting flight to our final destination. We had allowed two hours transit time to catch the next plane – more than enough, said the airline staff at the […]

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Jul 16, 2017
Don’t make these blunders with your customers

Another week, another set of bad customer experiences. That’s how it goes for most of us. I feel strongly about this, as regular readers know. A decade ago I wrote a book about customer care. Since then I have covered different aspects of handling customers repeatedly on this page. I even made a video about […]

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May 28, 2017
How to blend old and new to succeed in the future

Last week I pointed out that the journey to ‘digital’ is not straightforward; the thinking leader will have to blend what is new and what is timeless in order to succeed. ‘Analogue’ in this sense does not just refer to things that you can touch and feel, like printed books and bank branches and fountain […]

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May 21, 2017
Staying analogue is as important as going digital

Digital transformation is on everyone’s lips these days. If you’re ‘analogue’ you’re finished: a dinosaur awaiting imminent extinction. Or are you? The e-book was supposed to kill off the printed book. Did it? No. E-books took off rapidly, and then levelled out in 2014. Sales of physical books have been rising for several years now. […]

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Apr 30, 2017
Losing your temper often is easy, and pointless

I was revisiting Seth Godin’s graceful little book Graceful the other day, and came across this: “The guy in front of me in line (maybe he was in front of you, once, too) has every right to be upset with the clerk. She’s not making it easy for him to buy his ticket, and after […]

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Apr 16, 2017
United breaks guitars. Also, people

If you’re even vaguely connected to the internet (or a television set), you know what happened. United Airlines took a passenger off a plane. And now the whole world is angry about it, and United’s brand is in ICU. On Monday, videos taken by Dr David Dao’s fellow passengers went viral all over the world. […]

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Feb 19, 2017
What young service providers must learn

Even though I advise people on digital disruption, I am not immune to the phenomenon myself. A writer and business advisor must keep up with changing times; I cannot count on the old ways of consuming business content staying relevant. And so over the past few years I have been on a personal journey of […]

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Feb 05, 2017
Why your business will probably commit suicide one day

One of my favourite Nairobi restaurants just closed down. Given the paucity of people willing to make and serve food to a consistently excellent standard in these parts, I don’t have many favourites. In fact, I don’t need more than the fingers of one hand to count them. So losing even one of them is […]

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Nov 27, 2016
What lies behind consistently good customer service?

I love visiting Cape Town. During a recent business trip, I paid more attention to exactly what I like about that city. Certainly, it has a beautiful setting, where a raucous ocean meets the majestic Table Mountain. Certainly, it is a culinary capital and has great food choices. Certainly, it is one of the best-run […]

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Nov 13, 2016
Here comes insurance disruption

I was asked to speak at a conference for insurers recently, and I decide to rattle their cage. Their old business model, I told them, is already over. It’s just that they may not know it yet, because the many changes that will upend their business are invisible right now. To understand why insurance must […]

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Sep 25, 2016
Banks, don’t waste a good crisis

A few weeks ago I warned on this page that Kenya’s banks faced a ‘new normal’ – an era in which they would have to respond to tighter regulation, as well as innovate furiously just to survive. Well, that was before rate-capping knee-capped the industry. The recent Banking Amendment Act has ensured that banks in […]

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Sep 04, 2016
Why do we respond to customers like this?

Image: Tenz1225 / Flickr I was using the mobile app of a top-notch global newspaper I subscribe to, and noted a prominent new feedback button. It asked for any thoughts, insights or ideas about the user experience on the app. I clicked it and shot off a quick point: that their app (unlike their cutting-edge […]

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Jun 05, 2016
Going the extra mile in customer care pays – big

When Amazon.com launched in 1995, it was the world’s first substantial e-retailer. It was a shot in the dark. Its early demise was predicted many times. Now, it is an absolute behemoth, selling everything from apparel to consumer electronics to cloud computing services. And last year, the world’s largest physical retailer, Walmart, was quietly overtaken […]

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Feb 28, 2016
TV wars: who wins, and why?

Last week I took you on a historical tour of the television industry. The tour was deliberately conducted from the perspective of the consumer, not the producer. We saw how the consumer’s TV experience has changed dramatically: from a poor one-channel, one-box experience of limited programming; to multi-channel, multi-format, multi-gadget experiences involving a global library […]

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Dec 20, 2015
Snip. We just disconnected you.

I was disconnected by three companies I deal with recently. All in the space of one week. All three are businesses I have been a loyal customer of for years (decades, in one case). All three know me well. I have an excellent payments history. There was no real reason to disconnect me. But they […]

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Nov 29, 2015
Click. There goes your customer

I’m always curious about the world, and so I have always been a news junkie. When I was growing up in Kenya, the only source of news was the daily newspaper. I would wait outside my father’s door for it every morning. How else would I know what was happening in the world? Later, we […]

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Sep 20, 2015
A tale of two businesses

Someone I’m close to recounted two very different customer experiences to me recently. The first concerns a well-known shop in a well-known mall in Nairobi. This shop is operated by its owners, and customer care does not appear to run in the bloodline. I myself have only been there once, and once was enough. Sub-standard, […]

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May 31, 2015
Are you handling customers, or mishandling them?

Why do so many of our companies not know how to handle customers? Why do most of us fail in this elementary test of business? Imagine a customer lodges a complaint about your business somewhere: comes in person, calls, emails, tweets, messages, posts an update on Facebook – whatever. Here are the typical responses. First: […]

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Apr 19, 2015
A racist restaurant and the danger of the single story

A Chinese restaurant in Nairobi was operating a blatantly racist admission policy. It was exposed. Kenyans were understandably outraged. Sensing the the collective anger, the authorities took action. The restaurant is now closed, and the owner faces charges in court. Will we now live happily ever after? I suspect not. Life is never that simple. […]

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Mar 29, 2015
No, don’t cut the serviettes in half

You’ve probably been in those joints. The ones where the serviette is surprisingly small and thin. And you’re only given one. How does that happen? A member of staff sits down with a whole packet of normal-sized serviettes, and proceeds to cut each one in half. That’s how. After that, the same person will probably […]

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Nov 23, 2014
Don’t just hand your money over to bad businesses

I often state something like this on Twitter: “Don’t give your money to businesses that despise you.” I will keep repeating a version of this for as long as I can. Interestingly, every time I do this, several people will reply with: “So what should I do with Kenya Power?” In other words, how is […]

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Jun 15, 2014
Two crucial questions for your business

Last week I laid into the never-ending culture of businesses playing only for the cameras, rather than playing for the real prize. So what is that prize, and how can you tell if you’re on the way to achieving it? The prize of business is no different from the prize of life itself. It is […]

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Mar 30, 2014
Which customer would you give a refund to?

If you run a business, or are employed in one, allow me to put three scenarios to you this Sunday. Think about your answers carefully. Scenario One: an unhappy customer comes to you. She is dissatisfied with the product she bought, because it doesn’t work. You study the situation, and conclude she is right. Should […]

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May 20, 2013
Apps ate your lunch, right out of your hand

“Nobody knows which was the first app to be downloaded from Apple’s iPhone App Store on 11 July 2008 – but the total is expected to pass 50bn on Wednesday, marking a huge new business created by the explosive spread of smartphones over the past five years.” Charles Arthur, The Guardian (15 May, 2013) As […]

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May 13, 2013
Welcome to the business that never sleeps

“They may have yelled before, but now they have megaphones. Whether they’re bashing or praising your products and your brand, customers are online and louder than ever. And right now, they’re on forums, review sites, Facebook and Twitter, sending out thousands of uncensored opinions—that could have major consequences. Be everywhere. The longer it takes for […]

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Feb 24, 2013
Meet a last-minute contender for the presidency

Kenya was stunned this morning by the news that a court has ruled a ninth presidential contender must enter the fray, and will feature in tomorrow’s second televised debate. The Sunday Nation caught up with Dr Charlatan Sungura to get to know him. Q: Dr Charlatan, it is a pleasure to meet you. A: Please, […]

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