Read Chris every week in the African press.
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Category Archives: Crisis Management
Segment your clients
Today I want to talk to people who describe their activities as business-to-business. People like me who think of themselves as serving clients rather than customers. When you offer a professional service, it is very important to segment your customers … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal brand, The Brand Inside
Tagged Advocate, Bertie Forbes, Business, Clients, Customers, Dundonian, Enterprises, Forbes Magazine, Management strategy, People, Procurement, Professional, Prospect, Suppliers
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Stress – the office bug that undermines your brand culture.
I’m delighted to welcome regular contributions to this blog from Dr.Yolande Coombes, one of the very few Rapid Transformational Therapists in Africa and a trusted colleague at The Brand Inside. I expect you’ve noticed the colds and stomach bugs that … Continue reading
Customer experience drives results.
We’re already halfway through the year and one encouraging trend in the region is the number of companies who are taking steps to improve customer experience. I wouldn’t say they are in the hundred, but very definitely in the tens. … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal brand, Local Brands, The Brand Inside, Uncategorized
Tagged Airport, Attracting talent, Brand promises, Companies, Cultural values, customer experience, customer service, Developing, HR processes, Inducting, Interviewing, Jet Blue, Rewarding, service business, Southwest Airlines, Talent management, Telemarketing centre
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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 advertising, Banks, Business, Central Bank Governor, Credit card, Customer, Empowerment, financial, global, Kenya, Mombasa Port, Organisational, Overdrafts, Relationship Manager, Risk Committee, Technologies
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Social media in trouble
Hot on the heels of extraordinary customer service failures in the US airline industry comes news of even bigger brands attracting reputational damage. Facebook, the social media giant, now boasts 1.86 billion weekly users, with over 150 million in Africa. … Continue reading
Posted in Advertising, Behaviour change, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Crisis Management, Culture change, Facebook, Information Technology, Media Investment, Social Media, The Brand Inside, Uncategorized
Tagged Africa, Billion, brands, Communication, Communities, comprehension, Continents, customer service, Europe, Facebook, Google, Industry, Politico-religious, social media, Society, US Airline, warmth., Youtube
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Your brands in their hands
Two international airlines currently under public scrutiny show how vulnerable brands can be to the actions of employees. They are both American and to be honest the world hasn’t heard much about them since they were subjected to terrorist attack … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Direct marketing, Global Brands, Global Statistics, Internal brand, Market Research, The Brand Inside
Tagged airline, Airlines, American, Behaviours, brands, Cabin crew, CEO, Companies, Customers, Employees, International, Mobile phone, Retail, Staff, Terrorist
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Now you can’t fly.
In a December column, I wondered how long it would be before commercial CEOs would be held to account for betraying customer trust. While the public sector is pilloried daily, the most appalling breeches of commercial faith routinely go unmarked. … Continue reading
Posted in Advertising, African Business, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Local Brands, Market Research, Marketing Strategy, Social marketing, The Brand Inside
Tagged Account, Africa, brand, Business, CEO's, Commercial, Customer, December, Festive season, Fly, Jambojet, Kenya, KQ, Passengers, Public sector, social media
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CEO survival kit
Many business people strive for promotion to the top without ever considering what the top looks like. In many ways it’s like climbing a real mountain. Whether it’s Mount Kenya, Kilimanjaro or Elgon … or ascending one of the Mountains … Continue reading
Posted in Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal brand, The Brand Inside, Uncategorized, Workshops
Tagged Africa, Benjamin Franklin, Business, Café, CEO, Elgon, Executives, Global conference, Kilimanjaro, London Business School, Millenials, Mount Kenya, Organisational Behaviour, Professional, technology
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Thinking ahead
One glance at any media outlet at the moment will bring you up to speed with a so-called seismic event in international politics and economics. The British people have been given the opportunity to vote in a referendum about continued … Continue reading
Posted in Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Current affairs, Market Research, Marketing Strategy, Talent Development, The Brand Inside, Uncategorized
Tagged brand, British people, Business, Cultural, economics, Employees, enterprise, Entity, European, Government, International, Iraq, Market confidence, media, Organisations, Politics, referendum, target audience, Tax
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From bland to brand
Brand experience, not just customer service, is increasingly the main differentiator for modern companies. Professor Nader Tavassoli (www.nadertavassoli.com) of London business School suggests that there is a clear process to creating a true brand experience. His latest case study features … Continue reading
Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Crisis Management, Culture change, Direct marketing, Global Brands, Internal brand, Local Brands, Market Research, Social marketing, Social Media, The Brand Inside, Uncategorized
Tagged 2015, Africa, Apartments, brand, Business, Chinese, Companies, Consumer insights, Credit cards, CSR, Culinary, customer service, Diploma, Electricity, Energy, Entrepreneurs, Experience, Hong Kong, Insurance, Iron, London, Mobile app, Nike, oil, Restaurants, School, Teleco, Towngas, World
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