Tag Archives: customer experience

Customer Experience for Tourists

It’s all change on the regional tourism front with Kenya emerging largely undisrupted (we hope) from its Election process. Tanzanian tourism is delivering much less value for money thanks to ill-considered Presidential interference in taxes and levies. And in Uganda, … Continue reading

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Sticky middle slows business

Just when you thought you had enough problems dealing with Millennials in your organisation, here comes another demographic that requires your attention. Tim Gould, Editor of HR Morning once said: “I’ve been promoted to middle management. I never thought I’d … Continue reading

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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

Walk the talk

Staff behaviour must deliver on brand claims When I think of the millions that companies spend on shaping and communicating their brand offerings, I wonder how much they spend on inculcating brand behaviour in staff. The answer is probably more … Continue reading

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Online gets physical Retail premises for web brands

In Africa, markets are grappling with getting traditional brands to play in the Internet space. It’s a tough business because some brands may not be suited to that environment yet. In terms of their target audience and brand positioning; or … Continue reading

Posted in Advertising, Africa statistics, African Business, African marketing, Current affairs, Digital space, Direct marketing, Market Research, Social marketing, Uncategorized | Tagged , , , , , , , , , , | Leave a comment