Read Chris every week in the African press.
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Tag Archives: customer service
Machine and human
It’s sometimes worth looking up from the day to day routine and thinking about what is over the horizon. This applies to us all as individuals, just as much as it does to the managers and leaders set over us. … Continue reading
Posted in Behaviour change, Brand Marketing, Branded behaviours, Chris Harrison Africa, Culture change, The Brand Inside
Tagged Africa, Bill Gates, Businesses, customer service, Digital transformation, Economies, Elon Musk, Emotional Quotient, Human, Intelligence Quotient, Japanese Government, London Business School, Machine, Managers, Stephen Hawking, technology
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Marketing leaders needed
We live and work in a region where there are still relatively few Marketers at Executive Board level. In fact, there are fewer Marketing Directors than HR Directors. This may reflect the perception that HR – in its traditional role … Continue reading
Posted in Advertising, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Culture change, Market Research, Marketing Strategy, Talent Development, The Brand Inside
Tagged Africa, Anatomy, Board Members, Bravery, Business, Companies, Customer champion, customer service, Empathy, HR Directors, Humanity, Leader, Leaders, Marketing, Profession, Region, Strategic vision, UK marketers
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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, Machine and human, The Brand Inside
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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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, Machine and human, Media Investment, Social Media, The Brand Inside
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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Make training purposeful.
I’m often surprised by how much irrelevant training goes on in East Africa. I don’t mean lacking in general value. I have no doubt that people need to be taught customer service; qualified on specific technology; or given management training. … Continue reading
Posted in African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Global Brands, Global Statistics, Human Relations, Market Research, Marketing Strategy, Talent Development, The Brand Inside
Tagged budgeted, CEO's, Company, Corporate, customer service, east africa, Economies, Governance Mechanisms, HR, investment, Learning, management, Markets, MIT Sloan, Organisations, Programmes, Survey, technology, training
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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, Machine and human, Market Research, Social marketing, Social Media, The Brand Inside
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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Cloud cuckoo land?
IT innovation demands a more human face Isn’t imagination a wonderful thing? This weekend I felt the power of such an imagination. I read the obituary of the American novelist Ray Bradbury, and it spurred me to buy a collection … Continue reading
Posted in Current affairs, Digital space, Information Technology, Machine and human
Tagged Amazon, Amazon Web Services, Arthur C Clarke, Bing, cash dispensers, computer scientist, customer service, EBS Support, films, Google, governments, i-Book, internet, IT, IT innovation, John McCarthy, mainframe computers, Mars, microwave ovens, Ray Bradbury, screen televisions, stage plays, technologists, The Cloud, TV series, universities, Wikipedia
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