Failing to Make Good on a Make Good that is a Make Good for Failure!
A former colleague and dear friend copied me on an email to a renowned baby diaper brand that had...
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Author: Carolyne
The Power of ‘YES?’
This is not an inspi-motivational call to action to have you say YES we can or whatever other...
Read MoreGreat Brands Thrive on Service Excellence
This article first appeared in Management Magazine September 2014- a Publication of Kenya Institute of Management Management and service experts alike have for a long time believed that customers define brands. But things...
Read MoreIs “Pain – Free” The New Excellent?
“Sue them!” I recently advised one of my clients who has a constant complaint about the service levels from his bank. After listening to his latest ‘Agony Aunt’ lamentations that I thought I‘d just about had enough of, I felt...
Read MoreCustomer Service Investment – Capex or Opex?
Excellent Customer Service, the much touted ‘must –have’ that every organization desires attributed to them, and every leader irrespective of profession or economic orientation is anxious to have as one of their achieved...
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