Tag Archives: Customer

Customer Service Weak

Did you notice that last week was Customer Service week, everywhere on the planet? The Internet says Customer Service Week is celebrated annually during the first full week in October when customer-oriented organisations around the world recognise the importance of … Continue reading

Posted in African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Culture change, Global Brands, Internal brand, Local Brands, Social marketing, The Brand Inside | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Bank Promises

Over the holidays I researched our banking sector. Proof positive that the Devil makes work for idle hands. We now have 104 businesses licensed to bank in East Africa, barring any recent failures. I’m sure that the Directors of these … Continue reading

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Retail success requires relationships

One of the greatest retail success stories in the world, that has prospered for over a century, is now facing down new retail giants. Very soon, online shopping portals Amazon, Alibaba and eBay will command 40% of global e-commerce. Like … Continue reading

Posted in Advertising, African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Chris Harrison Africa, Culture change, Direct marketing, ICT, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , , , , , | Leave a comment

The Three E’s

All businesses rely on a combination of three drivers of value creation, the ‘3Es’ of efficiency, effectiveness, and experience. Efficiency has been and remains a dominant driver of profitability since the industrial revolution, Taylorism, invention of the assembly line, and … Continue reading

Posted in Advertising, Behaviour change, Billboards, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Global Brands, Human Relations, ICT, Internal brand, Market Research, Social marketing, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , , , , | Leave a comment

Bridging another divide

Econsultancy’s latest report ‘The future of HR in the digital age’, finds that HR teams in many global organisations are repositioning themselves to be more customer centric. Making sure the actions they take in hiring, retaining and developing human capital are aligned … Continue reading

Posted in African Business, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Empowerment, Global Brands, Growth, Human Relations, Internal brand, Kenyan Market, Local Brands, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , | Leave a comment

Have banks abandoned business?

In 2014 Ernst & Young released the results of a global study they had conducted into the nature of customer experience in banks. In our region, they reported that more than half of the banking customers in Kenya cited bad … Continue reading

Posted in African Business, African ingenuity, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Kenyan Market, Market Research, Marketing Strategy, The Brand Inside | Tagged , , , , , , , , , , , , , , , | Leave a comment

Beware the gig economy

A gig economy is an environment in which temporary positions are common and organisations contract with independent workers for short-term engagements. It’s was coined during global financial crisis of 2009. Newly unemployed professionals sought short-term compensation by ‘gigging’ – working a series … Continue reading

Posted in Advertising, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , | 1 Comment

How not to engage staff

Leadership teams in Africa would be the first to admit that employee engagement is still a relatively new area of competence. Great strides are being made, but from a very low base. One might say this is inevitable on a … Continue reading

Posted in African Business, African entertainment, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Human Relations, Internal brand, Internal Communication, Social marketing, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Brand or culture, which comes first?

I’m working with a client on a project to rebuild the marketing capability inside his business. Recently he asked me a very pertinent question. “Which should come first, your culture or your brand? By “brand” he was correctly referring to creating branded … Continue reading

Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Global Brands, ICT, Internal brand, Internal Communication, Local Brands, Market Research, Marketing Strategy, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , | Leave a comment