Articles Tagged Customer Care

Nov 18, 2007
Crown Your Customer – post your favourites here

I am delighted to announce the launch of my new book: CROWN YOUR CUSTOMER. CYC is a short polemic about the state of customer service in Kenya – and what to do about it. Click here to read an excerpt. The book is available in Kenya from the end of October, and is published by […]

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Oct 30, 2007
Crown Your Customer – Signings, Saturday 3 November

I will be signing copies of Crown Your Customer on Saturday 3 November, as follows: Simply Books, ABC Shopping Centre: 10am to 12pm Bookstop, Yaya Centre: 1pm to 3pm Muthoni Garland will also be there, signing Tracking The Scent Of My Mother. Please come to chat and buy a signed copy.

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Sep 17, 2006
The customer service debate continues

I wrote last week about the lamentable state of customer service in Kenya, and I appear to have touched a nerve. I received an avalanche of e-mails, mostly from very angry people wanting to share their own dreadful experiences with Kenya’s leading companies. So it is perhaps worth keeping this topic going for another week. […]

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Sep 10, 2006
Customer service has gone to the dogs

The customer, we are told as children, is king. Anyone who has spent some of his or her life in Kenya could be forgiven for screaming at that fanciful notion. Here, the customer is a serf, a pauper, a desperado. Are the following sad tales not the common experience of anyone trying to buy goods […]

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Apr 03, 2005
Let Kenyan consumers take power

We are again engaged in endless debates in bustling bar rooms and virtual chat rooms about who our next leader should be. What qualities should he or she have? How do we ensure that we avoid the failures of the past (and present)? Which party really stands for the people? Here’s a thought: forget the […]

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