Read Chris every week in the African press.
-
Tag Archives: Service
Experience not Service
Customer experience has become the new marketing. It influences brand perceptions and impacts business performance just as strongly as traditional Marketing once did. As my Chairman, Professor Nader Tavassoli www.nadertavassoli.com reminds us: “Brands are promised by advertising but delivered by … Continue reading
Posted in Machine and human
Tagged advertising, African, brands, Company, customer experience, east africa, Europe, Experience, Global research, HR, Insurance, Nader Tavassoli, Service, Virgin Atlantic
Leave a comment
Constructive Complaint
I have a friend who loves to complain. In fact, for him, complaining about service is less of a hobby and more of a second career. He is persistent; he is detailed. He reaches far into the targeted organisation and … Continue reading
Posted in Advertising, African Business, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Culture change, Internal brand, Local Brands, Social marketing, Social Media, The Brand Inside
Tagged career, Company culture, Constructive complaint, Customer complaint, Customer Service Training, Email, Managers, MD, Organisational culture, Professional manager, SBI method, Service, social media, Targeted organisation
Leave a comment
Your culture is your brand
A decade ago business culture was safe from public scrutiny. Unless you ran a service business with millions of customers, what went on in your own corridors stayed there. Thousands of silent triumphs and defeats, assassinations and coups, benevolences and … Continue reading
Posted in Advertising, African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Internal Communication, The Brand Inside
Tagged brand, Business, CEO, Corporate, Culture, Customers, east africa, Employees, Harvey Weinstein, Professor Adrian Furnham of the Norwegian Business School, Service, social media
Leave a comment
Long service redefined
A good friend, whose business has been successful for more than two decades, admits one defeat. He has no member of staff with more than 8 years’ service. Is he a monster or a slave driver? No, he’s an urbane … Continue reading
Posted in Advertising, African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Social Media, The Brand Inside
Tagged Academic, African companies, Business, Culture, Decades, Employer, financial, LinkedIn, Millennials, Organisation, Service, Social conscience, social media, Staff, Successful
Leave a comment
Not different enough
There’s a lot of loose talk about differentiation these days. Most of it happens in Marketing Departments, and not enough at the Boardroom table. Frankly, we need to get better at it if we hope to build our regional economy. … Continue reading
Posted in Advertising, African Business, African marketing, Behaviour change, Billboards, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Local Brands, Social marketing, The Brand Inside
Tagged Airlines, Banks, boardroom, Brand promises, Business leader, consumers, Customers, east africa, Economy, Enterprise. Pharmacy chain, Insurance Companies, Marketing Departments, Mobile Telephony, Product, Regional, Service, Tourism
1 Comment
Shame about the name
Right now, I’m going through the naming process for a new business. An enterprise in which I have two partners. We’ve worked out our reason for being; we have written our brand promise. We have agreed our target audience; we … Continue reading
Posted in Advertising, African marketing, Behaviour change, Billboards, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Global Brands, Internal brand, The Brand Inside
Tagged 19th century, advertising, American, American-style, billboards, Brand name, brand promise, Business, Business culture, Chinese, Clients, Communications empire, Creative designs, enterprise, Marketing, money transfer, New York, Service, target audience, Western Union
Leave a comment
Let it go
As you know I am in the business of adjusting company cultures. Sometime this means intervening to rebuild an established culture that is broken. But I’m pleased to say that a characteristic of our region is that we have developed … Continue reading
Posted in Advertising, African Business, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Empowerment, Global Brands, Global Statistics, Internal brand, Internal Communication, Kenya Government, Kenyan Market, Local Brands, Machine and human, Market Research, The Brand Inside
Tagged Brand equity, Business, CEO's, Company cultures, Customer need, Decade, Employees, Founders, Institutional behaviours, Product, Region, Service
Leave a comment
The trouble with corporate brand values
One of the many challenging tasks leadership teams set themselves is the definition of corporate values. In the evolution of business in Africa, this is now seen as a mandatory component in professionalising an organisation. Setting the ‘core values’ often … Continue reading
Posted in Advertising, African Business, African marketing, Behaviour change, Brand Marketing, Branded behaviours, Chris Harrison Africa, Culture change, Direct marketing, Internal brand, Internal Communication, Kenyan Market, The Brand Inside
Tagged Africa, and responsible, be the best, Business, committed, confident, core values, corporate brand values, Customer First, East African Breweries, Firm and Fair, freedom to succeed, independent, Innovation, Integrity, investors, Kenya Airways, Kenyan Red Cross, Leadership, MTN, Organisation, Orient Bank, Passion, Profeciency, Professional, professionalizing, proud of our achievements, Quality, Relationship, Resilience, respected, results oriented, Retirement Benefits Authority, Safety, Service, Teamwork, Transparency and Accountability, transparent, Trust, value each other
Leave a comment
