Articles Tagged Customer Care

Sep 12, 2021
Are you a good customer?

My first book was Crown Your Customer. It was an early attempt to chronicle the supremacy of the customer. Your business only succeeds if your customers are happy, I wrote, and if they are happy enough to keep buying from you. Place the customer at the centre of your world, and you won’t regret it. […]

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Aug 29, 2021
How much unnecessary pain do you inflict on your customers?

Some years back I was the facilitator for a strategy retreat for a leading corporate, and checked into a hotel for the event. It was a high-level affair; all board members and senior executives were present. A top-notch hotel had therefore been chosen, to cater for the senior attendees and deliver an excellent service experience. […]

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Apr 04, 2021
There are no commodities, only opportunities

Plumbers are needed by everyone. It’s a vital service, because all homes and buildings will encounter plumbing issues. What needs to be done is usually straightforward, but it’s also messy and awkward – and so not many folks aspire to be plumbers. Those who do take it up as an occupation seem to despise their […]

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Mar 14, 2021
How honest are you about your products?

Have you ever come across a restaurant that says these things about some of its menu items? “This one is not THAT good.” “This one is NOT authentic…” “I am surprised some customers still order this plate.” Those are actual dish descriptions on the menu of the Aunt Dai Chinese restaurant in Montreal. The owner, […]

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Jan 07, 2021
The 4BY4 Leader: Our first open, virtual programme. Join us!

I have been running learning programmes for leaders for decades now, trying to deliver essential knowledge and create a cadre of chief executives and senior managers who can drive better, wiser organizations. Those programmes all had common features, though: they were in-person, and aimed at the senior-most echelons. The global pandemic allowed us to experiment […]

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Oct 11, 2020
Is your product too useful to ignore?

Google Maps has more than one billion active users. Nine zeroes. I use it every day. You probably do too. It’s just too damn convenient to ignore, isn’t it? It maps the city out perfectly, tells you where the traffic is and which roads to avoid, estimates pretty accurate arrival times, and allows you to […]

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Sep 27, 2020
If your business takes one in the face, get back up quickly

The British love their sandwiches. Ever since the 4th Earl of Sandwich popularised the idea of fillings placed between two slices of bread (supposedly to allow him to do other things like work at his desk, or play cards, while eating) the sandwich has been a phenomenon. When I was studying and working in London, […]

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Sep 20, 2020
The year I (re)discovered podcasts

2020 has become the year of podcasts for me. I know what you’re about to say: dude, they’ve been around for a while. Indeed they have. And of course I’ve listened to many since the time they entered the popular culture. But 2020 is the year podcasts popped for me. Why? Pandemic, naturally. I read […]

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Sep 13, 2020
Are you adding great accompaniments to your main offering?

A confession: I love chilli sauces. All types. I always have. They add zing and spark to many meals. I’m an aficionado. I like ‘em sweet, I like ‘em savoury, I like ‘em unusual.  It’s not the heat of the chilli that’s important, though. Too hot is not fun. A bit of kick is a […]

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Jan 26, 2020
Wisdom about human nature provides the digital edge

I pressed SUBMIT. And then my heart sank. I was trying to pay an overseas credit-card bill. My local bank has a useful online banking system that means I can do this sort of thing in my own bedroom. Back in the bad old days, I used to leg it to my bank branch once […]

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Oct 13, 2019
Going beyond ‘Customer Service Week’

Did you survive Customer Service Week? I say that only half in jest. That week, just concluded, has become a big deal now. It’s a global phenomenon. Businesses all over the world focus on remembering their customers and appreciating them. Much fanfare ensues. Special events, colourful outfits, gifts and freebies, social media campaigns light up […]

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Oct 06, 2019
To survive, lead the change – don’t deny it

Last week I warned that many large corporates were in ‘slow puncture’ mode – with their current business models deflating slowly, all the while pretending all is well. I had referenced Marks and Spencer, Britain’s once iconic, now troubled retail giant. In the days since, another icon bit the dust. Thomas Cook, a huge travel […]

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Sep 29, 2019
Is your organization a slow puncture?

Marks and Spencer, one of Britain’s venerated corporate icons, fell out of the FTSE 100 stock index this month. It is hard to describe how central M&S has been to British retailing. It is 135 years old, and when I was a young man studying in London, it was discussed as a case study in […]

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Sep 01, 2019
Wake up, retailers. The writing’s on the wall.

A busy schedule means I don’t get out and about as much as I used to, so I jumped at the opportunity to go around Nairobi for a whole morning recently, looking for furniture and household items with the family. It would be a good chance to look at how our retailers are doing, I […]

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Aug 11, 2019
Technology fail? A human can rescue that…

Photo credit: www.foliosociety.com Do you know The Folio Society? If you’re a bibliophile, you probably do. They create beautiful special editions of classic books. Books done the old-fashioned way: in hardcover, usually cloth-bound; with premium paper and elegant typography; and given a new twist by specially commissioned illustrators. A book-lover’s delight. But expensive. Surely that’s […]

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Jul 28, 2019
Is this Facebook’s ‘M-Pesa’ moment?

Photo by Glen Carrie on Unsplash In every talk I have given to banking groups in recent years, I have warned them that future competition will be nothing like what they have been used to. The biggest threats to their future will not come from other bankers, because those guys are just as confused and […]

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Jul 21, 2019
Hammering your employees is self-defeating

Image by Gerd Altmann from Pixabay Many years ago, I ran a seminar on customer excellence for a leading corporation. When my presentation was over, I began taking questions from the floor. The first question was this: ‘What should we do about bad customers?’ I offered what I thought was a comprehensive answer. To my […]

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May 19, 2019
In customer care, silence is not golden

Photo by Kristina Flour on Unsplash Customer: Do you have that item in stock? Assistant: No, but let me call the factory and see if they can make it for you. I’ll call you back tomorrow and let you know. Customer: Thank you very much. One week later: Customer: I’ve been waiting for your call! […]

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May 05, 2019
Are your customers enthusiastic about giving you their time?

Photo by Djim Loic on Unsplash Last week I explained: I compete for your attention against Netflix. Time spent with me on this page needs to have a higher payoff for you than switching to streaming something on your device. Netflix, too is competing for your attention. Not just against a local TV channel, but […]

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Jan 13, 2019
Pay attention to the ingenuity technology is throwing up

Photo by Isaac Mehegan on Unsplash We were driving back home from the other side of Nairobi. I tapped Google Maps on and connected it to the car’s display. It showed the route home, and indicated that the journey would take 31 minutes. We decided to keep track of this. The road was clear of […]

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Dec 09, 2018
Ever wonder why your customers don’t trust you?

Two years ago I wrote on this page that insurance companies have a lot to think about. They face profound disruption. You might think this is for the usual reason – digital technologies – but you would be wrong. Yes, accelerated technological change is shaking every sector up, dramatically; but insurance faces a special problem […]

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Oct 21, 2018
How many more cars do you hope to buy?

Could you have bought your last-ever ‘traditional’ car? It seems unlikely, doesn’t it? But if you live in an advanced economy and have just bought a petrol car, it could well turn out to be your last one. If you’re young and haven’t bought one to date, perhaps you never will. Five years from now, […]

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Jul 01, 2018
Bricks or clicks, those who play for distinction win

Retail seems to be a tough business to be in right now, anywhere in the world. Consumers seem to prefer the convenience of online browsing and buying. They get things delivered to them rather than venture out into inclement weather and frustrating traffic; they curl up on couches rather than brave public transport. As online […]

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May 27, 2018
We still can’t get home delivery right?

I wrote on this page in 2015 that explosive growth in a certain type of business was absolutely inevitable, and that those with eyes with which to see and minds with which to anticipate should rub their hands and get set to take advantage. That business was home delivery – of cooked food, but also […]

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Mar 25, 2018
What’s the first impression your customer gets?

A prospective customer is considering a domestic family holiday. First, she calls a local airline. Customer: ‘I am interested in your flight-and-accommodation packages for my family.’ Employee: ‘They are all on our website.’ Customer: ‘OK, I had tried that, but I couldn’t find them. All I have on me now is my phone. Let me […]

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Mar 11, 2018
It’s time for conference venues to raise their game

The conference business is big business. Humans working in organizations have an unending need to meet in their numbers away from their workplaces: for seminars, workshops, roundtables, town halls, celebrations, parties, retreats, jamborees, junkets – or even just regular meetings. Demand is strong, buyers are willing. Sellers should be smiling. I must have commissioned or […]

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Mar 04, 2018
Make kindness a daily habit

Last week we looked at the underrated virtue: kindness. It is easy to be self-absorbed. Some of us are lost in our own egos. Others are trapped in their own miseries. Yet others have no time for anything but their own race to the pinnacles of success. The harder thing is to be aware of […]

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Jan 28, 2018
No service. No smiles. No future

A customer walks into one of Nairobi’s brand-new mega-malls on a weekday. It boasts many household names in shopping, both local and global. It’s virtually empty. She enters an internationally renowned supermarket. Here, too, customers are thin on the ground. She’s looking for a refrigerator – a sizeable purchase – amongst other things. It’s a […]

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