Do you have two ride-hailing apps on your phone? (Likely Uber and Bolt.) Is your cell phone dual-SIM, with each slot housing a different mobile network? (Probably Safaricom and Airtel.) Have you ever MPESA-d 160 shillings in two instalments—100 and 60—just to avoid transaction charges? What does that say about you? What does it say
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Sales are lost long before the customer walks away. Downtime, stockouts, and poor communication aren’t just operational issues; they are sales problems. While businesses work to address these sales problems, here’s what a salesperson in a small or growing business can do in the meantime to safeguard every sale. Downtime is not an IT problem
#biggestprobleminsales, #challengesfacedinsalesandmarketing, #lostsales, #salesproblemsolvingexamples, #whatisasalesproblem
From abductions, extrajudicial killings, unleashing destructive ‘Goon Z’ to criminalize peaceful Gen Z protests, and launching fake projects, to, now, playing Tom trying to nab Jerry with iron-fisted attempts at suppression of speech, and playing the tribal card. Get on the program; smell the coffee; the djinn is out of the bottle. You cannot put
#aretomandjerrybestfriends, #CancelStateVisit, #kasongomemes, #KingWillemAlexandervisittoKenya, #MariaSarungiabduction, #tomandjerryepisodes
Customer service is determined by the giver. Customer experience is defined by the receiver. Be clear of this difference if you are a business owner, and choose wisely. We shall use examples from Kenya’s current governance (popularized as Ukasongo) to illustrate the difference and importance of customer service and customer experience. As MP Ndindi Nyoro
#customerexperienceagentmeaning, #customerexperiencevscustomersuccess, #customerserviceandcustomerexperienceexamples, #HolideiimefikaWakenyawakomawaya, #kasongoyeye, #servicerecoverymodel
A sale is initiated and then deepened. That doesn’t make it linear but cyclical. It’s two sides of the same coin (sale?). So quit blaming your colleague. Mind your side of the sale, instead. You are both serving the customer. Sales people initiate the customer relationship. Only they can. Customer service and technical staff deepen
What do you do when your most influential advocate turns against you? Churches were the cornerstone platform on which the current administration rode to power. And, as per the last census, with 84% of the population professing Christianity, you must admire the genius behind the strategy. For example, Catholic and Presbyterian Church of East Africa
#churchesspeakout, #enoughisenough, #harambeeorsadaka, #religionvsstateinkenya, #safaricomcustomerservice, #Sholleicheappublicity, #stateofthenationaddress
Are you losing sales because of how you treat your employees? This is the Customer Service Week 2024 theme – elevate employee experience for customer experience success. Employee experience is customer experience. For example, If institutions, like employers, civic bodies and the Judiciary were employees, is the Executive iron-fistedly dragging them kicking and screaming into
Customer Service Week 2024 comes up from 7th October. As business owners and sales professionals prepare to engage with customers, here are three Customer Service Week quotes to keep in mind during, and especially outside the week. “You are serving a customer, not a life sentence. Learn how to enjoy your work.” Sales and customer
Salespeople should say just enough to close the sale. Equally, to boost the customer experience, those in service should respond to customer queries with just the information sought. This is so, especially when it’s a direct query that could be a potential sale. Such is what an effective response to customer enquiries entails. For instance,
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Today I wish to share sales (or lack thereof) experiences, from a customer’s viewpoint. This is in the hope that business owners will take heed how to stop losing customers. Unless of course you want to debate the disadvantages of losing customers. No? OK. Here is a customer’s perspective on reasons why your business could