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How to Move from Customer Service to Customer Experience



Companies that truly want to grow need to focus on improving their relationships with customers and providing an experience that will get customers talking.

We all know the difference between good and bad service, but in order to compete, you have to move beyond this and focus on the overall experience you create for your customers. Successful companies must shift their focus from providing satisfactory customer service to creating a memorable customer experience that builds loyalty.

Build relationships that provide an emotional connection

Rather than focusing on the transactional aspect, companies will build long term relationships with customers if they focus on the emotional connection that customers seek. Every one of your customers has an emotional need that calls for attention.

This issue is not necessarily a product or service, but convenience, time sensitivity, or specific knowledge they require as part of the transaction with your company. Failure to connect emotionally will prevent you from creating that bond, and ultimately prevent you from making the sale.

Companies need to anticipate these opportunities by creating an experience that their customers desire by addressing the emotional connection as part of their interaction with customers.

Here are some thought starters:

  • Put yourself in your customer’s shoes. What do they want beyond your products/services?
  • Understand your customer’s needs. Do you provide an experience your customer would want if they could ask for anything?
  • Anticipate future needs. What might they want but haven’t yet figured it out yet?
  • What is your customer’s emotional need? Ask questions and pay attention to the conversations you have and look for their emotional touch point. If you satisfy their emotional need, you have created an experience that is memorable. And, memorable experiences keep them coming back.

The 3 levels from customer service to customer experience

Identifying where you lie on the customer service to customer experience continuum is the first step. Once you understand your level of customer service, you need to develop action steps and look internally for how you can not only improve in terms of providing a great customer service, but what you can do to take things to the next level.

Let’s look at the 3 levels and what you can do to move your company from customer service to customer experience.

1. Satisfying customers (this is just good customer service)

This is where most companies reside. They are focused on a single customer interaction. These companies are focused on short term gains and have a transaction by transaction approach to service. They either do not see the importance or do not want to put the effort into developing long term relationships with customers.

While satisfying customers and providing good customer service is a necessary component of customer experience, companies need to come to the realization that satisfying customers will only get them so far. Customer satisfaction with a single service experience simply provides the opportunity to serve that customer one more time—and limits their ability to grow and create loyal repeat business.

What needs to be done to take your service capabilities to the next level?

Start thinking about the long term ramifications of taking a transactional approach to service. How much of your sales are based on repeat business? Consider these action steps:

  • Start by taking a look at your current service experience and look for areas to improve it.
  • Crunch the numbers! Are customers coming back on a regular basis? What is the long term value of a customer and what is the cost associated with replacing a lost customer with a new customer?
  • Attempt to answer “why”. Why are your customers coming back and why are they not coming back? Why are they choosing you over your competitors?
  • Talk to your employees. Your frontline workers are the ones who interact and make an impression on your customers.
  • Talk to your customers. Ask them to take a customer satisfaction survey. But make sure it is focused on how to improve—not simply are you satisfied—otherwise you won’t discover the insights that will help you rise to the next level.
    If you want to create a loyal base of customers, you have to satisfy them first. Master customer satisfaction, and then work on building a loyal base.

2. From satisfying customers to loyal customers

When companies move beyond satisfaction and focus on developing a loyal base of customers, they recognize that loyal customers generate repeat and sustainable business. Loyal customers move you from having short term transactional relationships to long term repeat customers.

What are you doing to build loyal customers?

  • Do you understand and provide an experience your customers would want?
  • Are you creating an experience that meets their emotional needs?
  • Do you incent customers to come back?
  • How do you reward your loyal customers?

What actionable steps can be taken to build a loyal customer base?

  • Implement a customer loyalty program if you do not already have one. People love to be rewarded. How do you recognize and acknowledge repeat customer so they feel special and linked to your organization? Consider a points or rewards system for frequent purchases.
  • Identify specific actions you can take to exceed expectations with every interaction—not just meet them. Build these into your intentional experience.
  • Get to know customers personally. Learn more than just their names—learn about their needs that your company helps address and how you can help them be more successful.
  • Make your customers opinion matter. Take their feedback seriously, listen attentively to their concerns and accommodate their needs.
  • Regularly track your repeat business. Are your customers coming back? Understand what the key elements are that drive repeat business and build on them.
  • Tell people about your great customer experience. Make it part of your advertising and marketing campaign. When your current customers verify the messages you are conveying it will entice the return of customers.

3. From loyal customers to brand advocates

A loyal customer base will ensure that the same customers keep coming back. Customer experiences that create an exceptional emotional return for your customers will turn them into brand advocates. And, this is where your business will kick it into high gear and you will start to experience a higher volume of new and passive sources of revenue.

Great customer experiences make customers feel like they have received something exceptional. This positive experience you deliver creates an imbalance that disturbs the natural sense of reciprocity. When this happens, it creates brand advocates. They want to reciprocate by promoting your business—through word of mouth, social media, online reviews, and other traditional means—to balance the scales of reciprocity.

What are you doing to create brand advocates out of your customers?

  • Are you focusing on your relationship first and transaction second?
  • What are you doing to engage customers?
  • Are you listening to your customers’ real concerns?
  • What are you doing to offer outside the box experiences?

If you want brand advocates you have to give them something to talk about. Consider taking these actions to create an army of advocates:

  • Look for ways to create value. The only time you interact with them shouldn’t only be when they are doing business with you. Send them useful and relevant information periodically. Email lists, newsletter, and special offers keep you in your customers’ mind.
  • Create a 5 year vision for your customer relationships. How does that relationship evolve from their perspective—not yours? What can you do to become a valued strategic partner in their business success versus simply a supplier of goods or services?
  • Get social! Engage with your customers online and develop an open dialogue with them. Social platforms give your customers the opportunity to interact directly with you and become an insider versus a customer. It also allows them to share your company with other users—the electronic version of word of mouth promotion.

Great customer service just does not cut it anymore. Companies that truly want to be in a position to grow need to focus on improving their relationships with customers and providing an experience that will get their customers talking and keep them coming back.

bill-hoggBill Hogg is widely recognized as the Performance Excelerator™. This is due to his ability to create profound change and deliver extraordinary results within the most demanding organizations. He works with senior leadership teams to navigate change and transform organizations into high performance, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

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6 Low Cost Business Ideas You Can Implement This Weekend



In the entrepreneurship world, so much is said about start ups and the hardships, hustles and all the difficulties one goes through to establish themselves.  But hey, I believe that in every sphere of life you have to struggle to get what you want. No gain without pain. Even in school, to get those first class results, you have to warm those books and do research to give the best proposal. So, it is not any different when it comes to entrepreneurship.

Today I am going to take us on a journey of start-ups where we will get to learn how we can earn thousands with less than Ksh. 500. Personally, I believe so much in the humble beginnings. And in most cases, whatever you learn on the ground and implement is what sustains you, even when you get big.

  1. Hawking

I’m sure if not most of us upon seeing the word hawking are like… “No, that’s not for me!” But before you brush off that idea, why don’t you follow me in a few. First of all, there’s no fee you pay for hawking. You just use what you have. Your feet and hands. You can hawk anything as long as you have the passion.

Take for instance sweets, umbrellas, toothpaste, water, biscuits and the like. And good thing is that you need less than Ksh. 500 for such. On a rainy day, you will buy an umbrella for Ksh. 100 or 150 and sell the same at Ksh. 300 or even Ksh. 500. Now say you sell like 50 umbrellas.

Selling mitumba is another business that requires minimal capital. This is because you can start with as low as Ksh.500, go to Gikomba market, collect ladies tops at Ksh. 30 each and sell them at Ksh. 200. Now that is something to think about. You can hawk such clothes in big companies and get higher profits.

2. Shoe shining Stall

Ever thought of shoe shining? Well, this too is a great idea.  For a pair of shoe you pay Ksh. 50 or Ksh. 100, depending on the location of the shoe shine stall. And if it is around a busy town, it becomes even more profitable. You can actually make so much money a day, because everyone wants to look smart in Nairobi.  And the good thing is, you only need your hands, shoe polish and brushes, water and of course a cleaning material especially on muddy days.

3. Bodaboda industry

This is also very profitable. For starters, the Bodaboda is owned by someone else and they entrust it to you, saying by the end of the day you are supposed to bring him a fixed Ksh. 300 or Ksh. 500. That means for a ride it is Ksh. 50, what if you begin working from 6:00am till say 9:00pm. Meaning you will have had more than 30 customers in a good day.  That translates to Ksh. 1500 in a day. And you get to go home with Ksh. 1000 daily. What if you get hired to do corporate events delivery? The profits are way higher.

4. Boiled Eggs and Smokies

Selling boiled eggs and sausages is another upcoming start-up with very good returns, especially if you do both. This means you buy a packet of smokies at Ksh. 330, and a packet has 24 pieces, and sells one at Ksh. 25. That means for a packet you make Ksh. 600. From one packet you make a profit of Ksh. 270. Now that is good money for smokies alone. How about you incorporate eggs? That is much more profitable.

5. Manicure and Pedicure

Doing manicure and pedicure on the streets and in people’s houses is another very profitable venture. This will cost you less than Ksh.500 because especially in the beginning where you do not necessarily need space. Every woman today wants to look and feel beautiful. Making ladies nails goes for Ksh. 200 for each, when it is the polish alone, with no decorations and a bottle goes for Ksh. 100.

6. DayCare

Starting a daycare business is also another very amazing idea. This is especially if you have space. For starters you can do four beds, a simple table, and dressing area. Nowadays, mothers do not want to leave their children in the hands of house helps, because they have become unreliable. They prefer a daycare where they can leave their children while going to work and get them in the evening, after work.  For a single day, that goes between Ksh. 100-1000. For a day, that is very profitable.

All these among many more are businesses you can venture in, start small and build yourself up. Within some few years, you will be glad you tried something out, because looking back; it will be worth it.

All the best! I am sure most of you will agree with me now that it is not all about the capital. Passion and talent can pave way for you. Re-examine yourself and know your passion.

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Your Logo Is The Face Of The company



A logo is a combination of visual image and text used to describe to the public the name of your company and creates a visual signature that represents your company. A good logo should have a strong symbolic association connected to people’s memory. This makes it a critical feature in business marketing for any company.

As a company’s major graphical or visual representation, a logo supports a company’s brand and so becomes the single most visible icon or image of the company. It is very essential to have a well-designed logo in any company marketing program.

Note; one of the most significant traits is that the text of your company name should be clear and easy to read as it may appear on signboards, billboards, posters, etc where the logo can be seen at a distance.

Logos are intended to be the face of the company. They should display a company’s unique identity maybe through images, fonts and colors so as to provide important information about a company that will allow clients to identify with the company’s core brand.

Logos are the main visual element of a company’s brand identity. It basically appears on websites, business cards, stationery, flyers or pamphlets and when advertising in different platforms.

Depending on how good your logo is, it will show some seriousness translating to business success while a miserable logo can imply non-professionalism meaning displeasure and dissatisfaction to potential clients.

It is important to note that a logo should connect well with other prospects of a company’s image presentation. What this means is that no logo however good designed can look good surrounded by conflicting graphics or texts and inconsistent fonts. This explains why a logo is the most basic component of a larger brand identity that includes company colors and fonts.

A logo will definitely create brand awareness which simply means that it has created the knowledge that your business exists and even the products or services you handle. Once you base yourself well and customers get to like and trust your specific brand, they are more likely to respond positively to successive experiences with a logo which will potentially lead to increased sales within the intentional market.

A good logo will helps you build trust. Once clients consistently sees your logo on your business cards, websites and other marketing platforms it becomes more familiar thereby creating trust to your business. This is very crucial in industries such and financial institutions and bank sectors.

A well designed logo displays professionalism and competence that could help draw new clients toward selecting your company rather than a competitor with no logo or a poorly done logo. If you’d want clients to picture you as a professional business then you’ll definitely need a professional image.

Your logo will distinguish you from your competitors. You may find that many of your competitors have great logos while others don’t. Take every advantage you can and stay at the top of the game by having a good logo which will stand out. A nice logo reflects who you are. Therefore it should also distinguish you from other companies hence different.

Consistency of your logo is very important where you must ensure that your brand is represented right and it’s clear wherever it appears. This is important especially if your business appears in multiple platforms such as, Instagram, Facebook, Twitter, in blogs, your website, business cards, etc. This will help you maintain your professional look and increase efficiency of your brand reliability that needs to be built up. It is also important to also note that you should avoid re-creating different types of logos for specific purposes such as business cards and letter heads therefore showing consistency.

A good logo can draw potential new clients towards selecting your business as opposed to your competitors thus increase sales. This in itself is a return on investment. Remember a logo is an asset that will appear in your company forever. If your business doesn’t have a logo or it would need some improvements or corrections or changes get it done by a professional designer such as Inversk designers and have a distinctive graphic visual that will describe your company.

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How To Enjoy Your Entrepreneurial Journey



As an entrepreneur my day is always filled with many different activities all seeking my 100% attention, I believe it cuts across all aspects of the business. Today I wish to share the four keys that lead to  my entrepreneurial sanity and hope that it will transform how you run your day and business , These easy to follow keys have helped me have a balanced life equipping me with the ability to get achieve my goals, take control of my time and future of my business.

1. Meetings :

With technology nowadays, and as our lives continue to get busier, traffic jams the list is endless scheduling a meeting with your teammates, employees, or partners is an important factor in business so as to touch base on what is currently happening in the business, and how to forge forward. However, the meetings don’t have to be one on one physical meetings you can opt for virtual meetings like for instance,   you could choose to have a group conference call on your mobile phones, Skype meetings, schedule a zoom call the list is endless. In addition to these, For you to have a productive meeting ask all the participants to send in their agenda ahead of time, take time to go through them and  prepare for the meeting, have a timekeeper managing the time and allocating each person their time to speak and be addressed lastly have a session of Questions and Answers.  The one on one meetings are good but let them be periodical, not every week.  Not only will you end up saving time and focusing on growing your business, reaching out to your clients and signing up new business engagements.

2. The key to time management;

Plan your day before you go to sleep at night. For me I prefer planning my week, of course, there are events and incidences that may crop up and distort your plan but with a plan you will be able to track and remain on course even with distractions, the most important thing about the key of time is scheduling others call it ‘chunking’ your time the key things that distract us today are emails, texts, messages, and phones, have a designated time to answer and respond to messages, calls, and emails, and plan this around other activities like your breaks for a cup of tea or lunch. That way you kill two birds with one stone planning to have a half an hour lunch that ensures your client queries are responded to within 4 hours is indeed something! Personally, I do not make time for activities that don’t make me a better person, money.

3. Have some me time.

Learn the art of mentorship, grow someone who can sit in for you and do your job better than you, learn to capitalize on your employees’ skill sets, let them take over some of the roles you are currently engaging in so that you have some free time in your days. Train them well, equip them with excellent customer relations skills, and learn to step back once you delegate to focus on the key roles of managing your business growth, resource mobilization and engaging new partners and frontiers. These free time also allows you to think creatively thus innovations come to your business.

4. Get organized Utilize technology:

In this day and age you can use free applications like Google calendar to schedule your appointments so that you never miss an appointment, Evernote, is a software that enables you to take notes and share with your teammates, have conference calls with your key partners so as to update each other on the progress of the business and touch base on the way forward for your business getting organized is just a Google search or quick visit to the app store .



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