Tag Archives: customer service

Marketing leaders needed

We live and work in a region where there are still relatively few Marketers at Executive Board level. In fact, there are fewer Marketing Directors than HR Directors. This may reflect the perception that HR – in its traditional role … Continue reading

Posted in Advertising, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Culture change, Market Research, Marketing Strategy, Talent Development, The Brand Inside | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

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

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

Make training purposeful.

I’m often surprised by how much irrelevant training goes on in East Africa. I don’t mean lacking in general value. I have no doubt that people need to be taught customer service; qualified on specific technology; or given management training. … Continue reading

Posted in African Business, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Branded behaviours, Chris Harrison Africa, Culture change, Global Brands, Global Statistics, Human Relations, Market Research, Marketing Strategy, Talent Development, The Brand Inside | 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

Tales from the Boardroom

Insights from a senior practitioner Last week we co-hosted a breakfast forum on building stronger business cultures in Nairobi. We hope to repeat the exercise in Kampala and Dar in due course. It was a great session, because the CEOs … Continue reading

Posted in Africa statistics, African Business, African Leadership, African marketing, Behaviour change, Brand Marketing, Brand Reputation, Chris Harrison Africa, Culture change, Empowerment, Human Relations, Internal brand, The Brand Inside | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

Cloud cuckoo land?

IT innovation demands a more human face Isn’t imagination a wonderful thing? This weekend I felt the power of such an imagination. I read the obituary of the American novelist Ray Bradbury, and it spurred me to buy a collection … Continue reading

Posted in Current affairs, Digital space, Information Technology, Uncategorized | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment