Tag Archives: customer service

Machine and human

Posted on May 23, 2019 by Chris Harrison

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 | Leave a comment

Customer Service Weak

Posted on October 10, 2018 by Chris Harrison

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 Authority, Banks, Breast Cancer, Chloride Exide, commercial messages, Communication, Companies, Customer, customer service, DPO, Email, Environment, internet, media, National, Organisations, Planet, Police, Science, SMS, social media, Toronto Professor, University, US Congress, WhatsApp, work, World | Leave a comment

Marketing leaders needed

Posted on September 1, 2017 by Chris Harrison

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 | 1 Comment

Customer experience drives results.

Posted on July 12, 2017 by Chris Harrison

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 | 1 Comment

Social media in trouble

Posted on May 10, 2017 by Chris Harrison

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 | Leave a comment

Make training purposeful.

Posted on December 8, 2016 by Chris Harrison

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 | Leave a comment

From bland to brand

Posted on May 25, 2016 by Chris Harrison

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 | Leave a comment

Tales from the Boardroom

Posted on November 17, 2014 by Chris Harrison

Insights from a senior practitioner Last week we co-hosted a breakfast forum on building stronger business cultures in Nairobi. We hope to repeat the exercise in Kampala and Dar in due course. It was a great session, because the CEOs … Continue reading →

Posted in Africa statistics, African Business, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Chris Harrison Africa, Culture change, Empowerment, Human Relations, Internal brand, The Brand Inside | Tagged Africa, Barclays Bank, brand promise, Business, CEO's, Company, Culture, customer service, Dar es Salaam, east africa, East African Breweries, Economy, Enterprises, Human Resources, Kampala, Kenya Airways, Nairobi, Organisations, Public sector | Leave a comment

Cloud cuckoo land?

Posted on July 18, 2012 by Chris Harrison

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 | Leave a comment

Tag Archives: customer service

Machine and human

Marketing leaders needed

Customer experience drives results.

Make training purposeful.

Tales from the Boardroom

Cloud cuckoo land?

Read Chris every week in the African press.

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