Category Archives: Crisis Management

Customer experience drives results.

We’re already halfway through the year and one encouraging trend in the region is the number of companies who are taking steps to improve customer experience. I wouldn’t say they are in the hundred, but very definitely in the tens. … Continue reading

Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal brand, Local Brands, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , | Leave a comment

Have banks abandoned business?

In 2014 Ernst & Young released the results of a global study they had conducted into the nature of customer experience in banks. In our region, they reported that more than half of the banking customers in Kenya cited bad … Continue reading

Posted in African Business, African ingenuity, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Kenyan Market, Market Research, Marketing Strategy, The Brand Inside | Tagged , , , , , , , , , , , , , , , | Leave a comment

Social media in trouble

Hot on the heels of extraordinary customer service failures in the US airline industry comes news of even bigger brands attracting reputational damage. Facebook, the social media giant, now boasts 1.86 billion weekly users, with over 150 million in Africa. … Continue reading

Posted in Advertising, Behaviour change, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Crisis Management, Culture change, Facebook, Information Technology, Media Investment, Social Media, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Your brands in their hands

Two international airlines currently under public scrutiny show how vulnerable brands can be to the actions of employees. They are both American and to be honest the world hasn’t heard much about them since they were subjected to terrorist attack … Continue reading

Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Direct marketing, Global Brands, Global Statistics, Internal brand, Market Research, The Brand Inside | Tagged , , , , , , , , , , , , , , | Leave a comment

CEO survival kit

Many business people strive for promotion to the top without ever considering what the top looks like. In many ways it’s like climbing a real mountain. Whether it’s Mount Kenya, Kilimanjaro or Elgon … or ascending one of the Mountains … Continue reading

Posted in Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal brand, The Brand Inside, Uncategorized, Workshops | Tagged , , , , , , , , , , , , , , | Leave a comment

Thinking ahead

One glance at any media outlet at the moment will bring you up to speed with a so-called seismic event in international politics and economics. The British people have been given the opportunity to vote in a referendum about continued … Continue reading

Posted in Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Current affairs, Market Research, Marketing Strategy, Talent Development, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

From bland to brand

Brand experience, not just customer service, is increasingly the main differentiator for modern companies. Professor Nader Tavassoli (www.nadertavassoli.com) of London business School suggests that there is a clear process to creating a true brand experience. His latest case study features … Continue reading

Posted in Advertising, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Corporate Social Responsibility, Crisis Management, Culture change, Direct marketing, Global Brands, Internal brand, Local Brands, Market Research, Social marketing, Social Media, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Let them go

Strong cultures can cope with resignations Last week, I talked about personal branding. And specifically how important it is to be a good leaver: to resign professionally when you decide on a job change.I shared some advice from leading executive … Continue reading

Posted in African Business, African ingenuity, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Internal Communication, Social Media, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , | Leave a comment

Jurassic Park

Kenya Media scene in darkness Half of Kenya’s TV stations have deliberately switched themselves off for an unspecified period. So now wouldn’t be a bad time to catch up with some reading. I myself dusted off an old copy of … Continue reading

Posted in Advertising, Africa statistics, African Business, African entertainment, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Crisis Management, Culture change, Current affairs, Digital space, Empowerment, Government, Kenya Government, Social marketing, Social Media, The Brand Inside, Uncategorized | Tagged , , , , , , , , , , , , , , | Leave a comment