"CEOs can't wait to read Sunny Bindra's articles every week."

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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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Nov 22, 2015
Waiting for Pope Francis, champion of the poor

“Lombardi had served as the spokesman for (pope) Benedict, formerly known as Joseph Ratzinger, a man of Germanic precision. After meeting with a world leader, the former pope would emerge and rattle off an incisive summation, Lombardi tells me, with palpable wistfulness: “It was incredible. Benedict was so clear. He would say: ‘We have spoken […]

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Nov 15, 2015
When vehicles start driving themselves – what happens next?

Last week I wrote about the phenomenon of autonomous vehicles that is on the horizon. Some futurists think that this technology will rival the smartphone in its potential to disrupt our world. This week, let’s trace out where the effects may fall. As indicated last week, car ownership will change dramatically. Consumer purchasing of cars […]

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Nov 08, 2015
What will self-driving cars do to your world?

Is it time to discuss self-driving cars? Five years ago, I started telling my clients to start thinking about autonomous vehicles. At the time, I admit that I thought I was engaging in a bit of science fiction. Whilst it was important to imagine the consequences of a world in which vehicles drove themselves, in […]

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Nov 01, 2015
5 years on Twitter: some personal reflections

Five years ago this month, reluctantly and apprehensively, I joined Twitter. I had many reservations about my first foray into the then-nascent phenomenon of social media. I feared that I would have little worth saying in a mere 140 characters, and that I would be distracted from my main work in life; that I would […]

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Oct 25, 2015
Where the ignorant clap for the immoral

An article I wrote here a couple of weeks ago seemed to excite much reaction. Online as well as in person, many Kenyans seemed keen to tell me why the temptation to be like the looters all around us is so strong. So this week let me go further. Much further. Of course it’s tempting. […]

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Oct 18, 2015
Coming to terms with a digital future

I was on holiday recently, visiting a far-flung place for the first time. After my usual conversations with assorted locals, I became acutely aware of my ignorance about the place’s history, culture, fauna and economy. I noted that the hotel I was staying in offered a library for guests. To my delight, the library was […]

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Oct 11, 2015
Three words that may ruin you one day

Lawyer Mugambi Nandi recounted an interesting episode on Twitter recently. He was sitting in the back of a taxi when an ambulance appeared, siren blaring. Mr Nandi’s driver, like many others on that road, refused to give way. The lawyer took umbrage and ordered the taxi driver to give way, to little avail. He even […]

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Oct 04, 2015
CEO: how many “small” people does your company bully?

Kenyan CEOs are always busy giving away cheques to worthy causes, speaking noble words at gatherings of luminaries, and championing the agenda of good corporate citizenship. Here’s a question for them, though: why is your company so virtuous for the cameras, and often an outright bully when it comes to the “small” people it deals […]

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Sep 27, 2015
Keep Left Unless Overtaking

Many years ago I was a university student in the United Kingdom. I would, of course, take public transport everywhere: trains, buses, coaches. But I missed the feeling of getting behind the steering wheel of a car. Once, when I had to make an inter-city trip to meet some relatives, I decided to splash out […]

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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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Sep 13, 2015
How to tell if a company is heading for trouble

Last week on this page we discussed the “dead-horse strategy.” There is only one sensible strategy to follow if your horse is dead: dismount. Many of us, nonetheless, don’t do sensible strategies: we try to fund, motivate, whip or imagine the dead horse back to life. The column raised many a laugh, but also a […]

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Sep 06, 2015
What’s your “dead-horse” strategy?

A friend who knows me well sent me a link that he was sure would regale me. His confidence was well-founded. The link took me to www.better-management.org, where I was introduced to the “dead-horse” strategy. To wit: “The tribal wisdom of the Dakota Indians, passed on from generation to generation, says that when you discover […]

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Aug 30, 2015
Leadership lessons from what the waitress told me

I was sitting in a restaurant looking at a sushi menu recently. There were many delectable-sounding options on offer, and I wondered what to choose. I decided to ask a waitress for advice. Here’s what she said. “Please try the chef’s signature sushi roll. He thought long and hard about it and experimented with various […]

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Aug 23, 2015
Watch out for the stories your brain spins

You’re deep in sleep, immersed in a dream. A whole story is playing out in your mind. Suddenly, the phone rings. In your dream, it is someone who’s part of the story calling you. You reach out to answer the call. You now realize you were asleep and dreaming, and are awake now. The phone […]

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Aug 16, 2015
There may be much more corporate distress to come

For years now, I have been warning of many a corporate collapse to come, on this page and elsewhere. We have been seeing unprecedented speed of change in technology; the far-reaching impact of demographics; and gradual handover of power from producers to consumers. Globally, many a dominant company has been laid low. Japan’s giant Sony […]

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Aug 09, 2015
So Obama came to Kenya. So what?

The visit was epic. As I wrote here last week, US president’s long-awaited visit to Kenya had it all: spectacle, glamour, drama, sensation. New words entered our vocabulary, and even our child-naming lexicon: POTUS, Air Force One, Marine One, The Beast. And then he was gone. And a thoughtful Kenyan must ask: so what? After […]

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Aug 02, 2015
Three observations from #ObamaInKenya

The visit to Kenya last weekend by US president Barack Obama brought us to a standstill, watching every bit of the ride: planes, helicopters, automobiles, protocols, speeches and all. Allow me to make three simple observations. First, Kenya received publicity that we simply could not have bought. This was pure gold. We were in the […]

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Jul 26, 2015
Life’s too short to waste time on…

Something I saw online made me laugh out loud the other day: “Life is too short to remove USB safely.” Computers ask us to ensure we don’t just pull the USB cord out; we must follow the proper procedure. Most people don’t do this, of course – they just yank. That’s because the consequences are […]

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Jul 19, 2015
More on leadership, according to Pope Francis

Last week I introduced Pope Francis’s refreshing take on leadership. We focused on the “diseases” that afflict the egos of leaders around the world. This week I want to dwell on the maladies of leadership that manifest themselves in the work of leaders, and those that are particularly prevalent in this part of the world. […]

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Jul 12, 2015
The Pope’s message on the diseases of leadership

Pope Francis is proving to be refreshingly different. He is giving his own office a good shakeout, shedding it of static doctrine. He also has wise things to say on a wide range of issues. Recently, he gave an address to the Roman Curia, and focused on the challenge of leadership. That caught my eye. […]

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Jul 05, 2015
Where do you find good people?

I am often asked: “Where do I find good people for my organization?” Good employees are scarce, and employers seem to struggle to find them. They imagine there is a secret to this process, and they want to uncover it. You can’t blame them, for an organization is a collective endeavour: without excellent team members, […]

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Jun 28, 2015
You want to charge a high price? Justify it

Walmart, with a strategy predicated on low prices, is the company with the highest revenue in the world. But Apple, with a strategy predicated on high prices, is the world’s most valuable company. Volkswagen fights for volume leadership in vehicles with Toyota globally. But recently, an interesting thing happened: Porsche, a part of the VW […]

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Jun 21, 2015
“Where are you calling from?”

I called a hotel to book a table for lunch last week. The conversation went something like this: Me: “I’d like to book a table for lunch, please.” Hotel: “Where are you calling from?” Me: “My house.” Now then. Why should “where I’m calling from” be a matter of concern to the hotel? I think […]

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Jun 14, 2015
Jail the real criminals, not minor traffic offenders

Regular readers may recall I was arrested a while back. Irregular ones may need reassuring that it was for a minor, inadvertent infringement of road rules that technically constituted an offence. I looked the arresting officer in the eye and asked him why he wished to arrest me, a generally law-abiding person who takes great […]

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Jun 07, 2015
We need to act now on Nairobi pollution

What’s the biggest killer in the developing world? Given our propensity to engage in senseless and unending armed conflicts, you might be forgiven for thinking war was the biggest culprit. Not so. If you have been following much-publicised recent global campaigns, you might also think diseases such as malaria and HIV-AIDs are the most lethal […]

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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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May 24, 2015
Innovation is all about connections

The year was 1970. A man was with his family at a busy airport, lugging two very heavy suitcases. An airport employee walked past, pushing a heavy piece of machinery fairly easily on a large wheeled trolley. An “aha” moment occured. The man, Bernard D. Sadow, looked at the trolley, looked at his suitcases, and […]

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