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Overcoming the pitfalls of information asymmetry in customer experience
Information asymmetry, whereby one party in a transaction or relationship has more or better information than the other.
By Grace Ngugi 1 year ago
Overcoming the pitfalls of information asymmetry in customer experience
The dead horse theory: When it's time to dismount for your customer's sake
When businesses focus on "dead horses," they miss out on opportunities to innovate, grow, and improve, leading to erosion in market share and their competitive edge.
By Grace Ngugi 1 year ago
The dead horse theory: When it's time to dismount for your customer's sake
Exploiting conformity to win over customers to your brand
Confronted by a host of choices, customers are increasingly becoming more discerning in choosing one product over another.
By Grace Ngugi 1 year ago
Exploiting conformity to win over customers to your brand
Why human-to-human interaction is irreplaceable with tech in customer service
In today's digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.
By Grace Ngugi 1 year ago
Why human-to-human interaction is irreplaceable with tech in customer service
Data is king in fast-changing customer experience landscape
Customer service has come a long way, with data increasingly dictating how organisations relate with their existing and potential customers.
By Grace Ngugi 1 year ago
Data is king in fast-changing customer experience landscape
Broken Window: How to fix customer churn in business
Managing an issue to the customer's satisfaction could prove the difference between customer retention and churn.
By Grace Ngugi 2 years ago
Broken Window: How to fix customer churn in business
How the 'idiot curve' can help in bettering customer service
From the service provider's perspective, a business can identify existing gaps by mapping out a customer's journey through the curve, which can be leveraged to optimise customer experience.
By Grace Ngugi 2 years ago
How the 'idiot curve' can help in bettering customer service
Breastfeeding is the first investment every child deserves
Opinion
By Dr Waceke Ng’ang’a Kombe
23 mins ago
NCBA to give Sh6b dividend as profit up 12pc
Business
By Brian Ngugi
41 mins ago
Wangai emerges top at Ladies Coast Open
Sports
By Maarufu Mohamed
55 mins ago
Kenya appears desperate to destroy herself
Opinion
By Ken Akuk Dawo
1 hr ago
Shareholder politics
Opinion
By Elias Mokua
1 hr ago
Butula and Kinale crowned rugby Sevens champions
Sports
By Elizabeth Mburugu
2 hrs ago
Revival of 13 Lake Victoria ports boost for regional trade, livelihoods
Shipping & Logistics
By Rogers Otiso
2 hrs ago
Varsity dream comes with bigger debt under Ruto's new proposals
Education
By Lewis Nyaundi
2 hrs ago