[kictanet] .: EVENT :. CUSTOMER INTIMACY – WHAT BIG BRANDS DO THAT SMALL ONES IGNORE

Wed Apr 27 08:41:59 EAT 2011

---------- Forwarded message ----------
From: Caroline Kimutai <mhariricarole at gmail.com>
Date: Wed, Apr 27, 2011 at 8:21 AM
Subject: CUSTOMER INTIMACY – WHAT BIG BRANDS DO THAT SMALL ONES IGNORE
To: "Eng. Wainaina Mungai" <wainaina at madeinkenya.org>

Dear Listers,
I trust you are well.

In the mood of customer service, the Kenya Institute of Management has
organised an interactive forum tomorrow *Thursday 28th April* at the *Laico
Regency *from 5pm on customer service in Kenya. Entrance is *FREE*.

We have invited three panelists and the discussion will be on the following:

1.      Tenets of good customer intimacy – secrets from successful
brands globally

2.      Killer front offices – losing business before you even get it

3.      One brand many faces – the challenge of unpredictable brands

4.      Telling it like it is – introducing the new customer with high
expectations

5.      Brands in trouble  - social media the double edged sword

 The discussions will be led by a panel of three key speakers comprising of:

*1.      **Dr. Peter N. Kiriri  *

Dr. Kiriri is an Associate Professor of Marketing at United States
International University (USIU) and a consultant with Aspect Consulting and
Training (ACT) on management issues locally and regionally.

*2.      **Dr. Havi Murungi*

Dr Havi Murungi is a director of Havis, a design, research, and training
firm. He has a BA in Design from the University of Nairobi, Kenya, MA in
Graphic & Information Design, and PhD in Visual Communication both from De
Montfort University, England. He has taught Design Management, Branding
Strategy, and Information Design at the universities of Nairobi, Kenya,
Brunel, England, and Pretoria, South Africa, respectively. He was the
research director at Consumer Insight, a market research agency, between
2006 and 2010.

3.      *Aaron* *Jones*

Mr. Jones is the Founder and CEO of Jones Consulting, whose business is to
improve the management skills of corporations and SME's throughout Kenya and
eventually Africa. He holds a bachelors degree from Springfield College and
a Masters from Anna Maria College in Massachusetts. He specializes in
quality management, world class customer service and world class sales
enhancement training. He has been Executive with Fortune 100 companies
making revenues of between US$ 22 to 92 billion. He has travelled in the US,
as well as North America, teaching service recovery as a Senior Business
Analyst for International Profits Associates (IPA) out of Chicago. He has
also experience in conducting business analysis for consulting firms, in
North America.
See you there!
CK

On 27 April 2011 00:13, Eng. Wainaina Mungai <wainaina at madeinkenya.org>wrote:

> 5 out of 12 posts have raised complaints about Uchumi. This is not a matter
> confined to a Store Manager. I do not shop there but I would just want to
> have the option....
>
> Stale bread/milk  & incorrect pricing
>
> ----------------------------------------------
>
> 1. JME
>
> 2. Sharon
>
> 3. Patrick K
>
> 4. Josephine
>
> 5. JME's friend (loyalty points)
>
>
>
> On Tue, Apr 26, 2011 at 11:32 PM, Alex Gakuru <gakuru at gmail.com> wrote:
>
>> Charles,
>>
>> I really think it would be a great if the list got a response from Uchumi?
>>
>> Thanks,
>>
>>
>> On Tue, Apr 26, 2011 at 11:24 AM, Patrick K Kariuki <pkkariuki at gmail.com>wrote:
>>
>>> Josephine,
>>> You have given a good point; in any case, there is a branch manager who
>>> is always ready to take complaints and compliments.
>>> I have been a loyal Uchumi Ngong Hyper since it was opened and I have
>>> only had one incident of stale food item. I raised the complaint with the
>>> manager and it was resolved with a lot of apologies.
>>>
>>>
>>> On Tue, Apr 26, 2011 at 8:40 AM, JOSEPHINE NDIKWE <njokindikwe at yahoo.com
>>> > wrote:
>>>
>>>> I have been a loyal customer to Uchumi and my only Issue is lack of
>>>> proper price labels on products on the shelf's hence this leads to different
>>>> prices at the Till.
>>>> On the bread issue i think the easiest and quickest way to resolve this
>>>> was to go back to the store and lodge the complaint and probably return the
>>>> stale bread with the receipt. The particular shop manager would have
>>>> resolved this and ensured his staff keep checking the freshness of the
>>>> products on the shelf's.
>>>>
>>>> --- On *Sun, 4/24/11, gakuru at mwenyeji.com <gakuru at mwenyeji.com>* wrote:
>>>>
>>>>
>>>> From: gakuru at mwenyeji.com <gakuru at mwenyeji.com>
>>>>
>>>> Subject: Re: [ke-internetusers] Uchumi is shamelessly cheating consumers
>>>> To: "JME Simekha" <simekhajme at gmail.com>, pmutiso at gmail.com
>>>> Cc: "jciano" <jciano at uchumi.com>, "Internet Users List" <
>>>> ke-internetusers at bdix.net>
>>>> Date: Sunday, April 24, 2011, 12:55 AM
>>>>
>>>>
>>>> Mine just to urge Mr. Ciano to react to the claims. We have several
>>>> hundreds of individual email adresses subscribed on this list. Multiply the
>>>> number makes takes the message to thousands, whom forward to colleagues,
>>>> friends and family and the thousands multiply.
>>>>
>>>> Whereas many corporates and politicians over-invest their trust on media
>>>> blitz to counter adverse publicity, let us not forget the impersonal nature
>>>> of media advertisements compared with the trust individuals place on an
>>>> email message from someone that they trust and know they would not lie to
>>>> them.
>>>>
>>>> It would, therefore, be unwise to ignore this complaint raised by ICAK
>>>> Vice Chair.
>>>>
>>>> Regards,
>>>>
>>>> Alex
>>>> Sent from my BlackBerry® smartphone provided by Airtel Kenya
>>>>
>>>> -----Original Message-----
>>>> From: JME Simekha <simekhajme at gmail.com<http://mc/[email protected]>
>>>> >
>>>> Sender: ke-internetusers-bounces at bdix.net<http://mc/[email protected]>
>>>> Date: Sun, 24 Apr 2011 07:20:22
>>>> To: <pmutiso at gmail.com <http://mc/[email protected]>>
>>>> Cc: Internet Users List<ke-internetusers at bdix.net<http://mc/[email protected]>>;
>>>> jciano<jciano at uchumi.com <http://mc/[email protected]>>; <
>>>> ke-internetusers-bounces at bdix.net<http://mc/[email protected]>
>>>> >
>>>> Subject: Re: [ke-internetusers] Uchumi is shamelessly cheating consumers
>>>>
>>>> _______________________________________________
>>>> ke-internetusers mailing list
>>>> ke-internetusers at bdix.net<http://mc/[email protected]>
>>>> http://www.bdix.net/mailman/listinfo/ke-internetusers
>>>>
>>>>
>>>> _______________________________________________
>>>> ke-internetusers mailing list
>>>> ke-internetusers at bdix.net<http://mc/[email protected]>
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>>>>
>>>>
>>>> _______________________________________________
>>>> ke-internetusers mailing list
>>>> ke-internetusers at bdix.net
>>>> http://www.bdix.net/mailman/listinfo/ke-internetusers
>>>>
>>>>
>>>
>>>
>>> --
>>> ***************************************
>>> Patrick Kingori Kariuki
>>> ICT Consultant
>>>
>>>
>>> "It takes 20 years to build a reputation and five minutes to ruin it. If
>>> you think about that, you'll do things differently." -- Warren Buffett
>>>
>>> _______________________________________________
>>> ke-internetusers mailing list
>>> ke-internetusers at bdix.net
>>> http://www.bdix.net/mailman/listinfo/ke-internetusers
>>>
>>>
>>
>> _______________________________________________
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>> ke-internetusers at bdix.net
>> http://www.bdix.net/mailman/listinfo/ke-internetusers
>>
>>
>
>
> --
> "What other people think of me, is none of my business"
>
>
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>
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