<br><br><div class="gmail_quote">---------- Forwarded message ----------<br>From: <b class="gmail_sendername">Caroline Kimutai</b> <span dir="ltr"><<a href="mailto:mhariricarole@gmail.com">mhariricarole@gmail.com</a>></span><br>
Date: Wed, Apr 27, 2011 at 8:21 AM<br>Subject: CUSTOMER INTIMACY – WHAT BIG BRANDS DO THAT SMALL ONES IGNORE<br>To: "Eng. Wainaina Mungai" <<a href="mailto:wainaina@madeinkenya.org">wainaina@madeinkenya.org</a>><br>
<br><br><font size="4"><span style="font-family:garamond,serif">Dear Listers,</span><br style="font-family:garamond,serif"></font><span style="font-family:garamond,serif"><font size="4">I trust you are well. <br><br>In the mood of customer service, the Kenya Institute of Management has organised an interactive forum tomorrow <b>Thursday 28th April</b> at the <b>Laico Regency </b>from 5pm on customer service in Kenya. Entrance is <b>FREE</b>. <br>
<br>We have invited three panelists and the discussion will be on the following</font>:</span><br style="font-family:garamond,serif">
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span><span>1.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span><span>Tenets of good
customer intimacy – secrets from successful brands globally</span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span><span>2.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span><span>Killer front
offices – losing business before you even get it</span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span><span>3.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span><span>One brand many
faces – the challenge of unpredictable brands</span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span><span>4.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span><span>Telling it like
it is – introducing the new customer with high expectations</span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span><span>5.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span><span>Brands in
trouble - social media the double edged sword </span></font></p>
<p style="font-family:garamond,serif"><span style="font-size:12pt"> <font size="4">The discussions will be
led by a panel of three key speakers comprising of:</font></span></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><b><span><span>1.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span></b><b><span>Dr. Peter
N. Kiriri </span></b></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span>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. </span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><b><span><span>2.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span></b><b><span>Dr. Havi
Murungi</span></b></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span>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.</span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span><span>3.<span style="font-style:normal;font-variant:normal;font-weight:normal;line-height:normal;font-size-adjust:none;font-stretch:normal">
</span></span></span><b><span>Aaron</span></b><span> <b>Jones</b> </span></font></p>
<p style="margin-left:0.5in;font-family:garamond,serif"><font size="4"><span>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. </span></font></p>
<font size="4">See you there!<br>CK<br><br><br><br><br><br><br><br></font><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><br><div class="gmail_quote">On 27 April 2011 00:13, Eng. Wainaina Mungai <span dir="ltr"><<a href="mailto:wainaina@madeinkenya.org" target="_blank">wainaina@madeinkenya.org</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0pt 0pt 0pt 0.8ex;border-left:1px solid rgb(204, 204, 204);padding-left:1ex">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....<div>
<br></div><div><p style="margin:0px;font:12px Helvetica">
Stale bread/milk & incorrect pricing</p>
<p style="margin:0px;font:12px Helvetica">---------------------------------------------- </p>
<p style="margin:0px;font:12px Helvetica">1. JME</p>
<p style="margin:0px;font:12px Helvetica">2. Sharon</p>
<p style="margin:0px;font:12px Helvetica">3. Patrick K</p>
<p style="margin:0px;font:12px Helvetica">4. Josephine</p>
<p style="margin:0px;font:12px Helvetica">5. JME's friend (loyalty points)</p><div><div></div><div><div><br></div><div><br></div><br><div class="gmail_quote">On Tue, Apr 26, 2011 at 11:32 PM, Alex Gakuru <span dir="ltr"><<a href="mailto:gakuru@gmail.com" target="_blank">gakuru@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0pt 0pt 0pt 0.8ex;border-left:1px solid rgb(204, 204, 204);padding-left:1ex">Charles,<br><br>I really think it would be a great if the list got a response from Uchumi?<br>
<br>Thanks,<div><div></div>
<div><br><br><div class="gmail_quote">On Tue, Apr 26, 2011 at 11:24 AM, Patrick K Kariuki <span dir="ltr"><<a href="mailto:pkkariuki@gmail.com" target="_blank">pkkariuki@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0pt 0pt 0pt 0.8ex;border-left:1px solid rgb(204, 204, 204);padding-left:1ex">Josephine,<br>You have given a good point; in any case, there is a branch manager who is always ready to take complaints and compliments.<br>
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.<div><div></div><div>
<br>
<br><div class="gmail_quote">On Tue, Apr 26, 2011 at 8:40 AM, JOSEPHINE NDIKWE <span dir="ltr"><<a href="mailto:njokindikwe@yahoo.com" target="_blank">njokindikwe@yahoo.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0pt 0pt 0pt 0.8ex;border-left:1px solid rgb(204, 204, 204);padding-left:1ex">
<table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td style="font:inherit" valign="top">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.<br>
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. <br>
<br>--- On <b>Sun, 4/24/11, <a href="mailto:gakuru@mwenyeji.com" target="_blank">gakuru@mwenyeji.com</a> <i><<a href="mailto:gakuru@mwenyeji.com" target="_blank">gakuru@mwenyeji.com</a>></i></b> wrote:<br><blockquote style="border-left:2px solid rgb(16, 16, 255);margin-left:5px;padding-left:5px">
<br>From: <a href="mailto:gakuru@mwenyeji.com" target="_blank">gakuru@mwenyeji.com</a> <<a href="mailto:gakuru@mwenyeji.com" target="_blank">gakuru@mwenyeji.com</a>><div><br>Subject: Re: [ke-internetusers] Uchumi is shamelessly cheating consumers<br>
</div>To: "JME Simekha" <<a href="mailto:simekhajme@gmail.com" target="_blank">simekhajme@gmail.com</a>>,
<a href="mailto:pmutiso@gmail.com" target="_blank">pmutiso@gmail.com</a><br>Cc: "jciano" <<a href="mailto:jciano@uchumi.com" target="_blank">jciano@uchumi.com</a>>, "Internet Users List" <<a href="mailto:ke-internetusers@bdix.net" target="_blank">ke-internetusers@bdix.net</a>><br>
Date: Sunday, April 24, 2011, 12:55 AM<div><div></div><div><br><br><div>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.<br>
<br>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. <br>
<br>It would, therefore, be unwise to ignore this complaint raised by ICAK Vice Chair.<br><br>Regards,<br><br>Alex<br>Sent from my BlackBerry® smartphone provided by Airtel
Kenya<br><br>-----Original Message-----<br>From: JME Simekha <<a href="http://mc/compose?to=simekhajme@gmail.com" target="_blank">simekhajme@gmail.com</a>><br>Sender: <a href="http://mc/compose?to=ke-internetusers-bounces@bdix.net" target="_blank">ke-internetusers-bounces@bdix.net</a><br>
Date: Sun, 24 Apr 2011 07:20:22 <br>To: <<a href="http://mc/compose?to=pmutiso@gmail.com" target="_blank">pmutiso@gmail.com</a>><br>Cc: Internet Users List<<a href="http://mc/compose?to=ke-internetusers@bdix.net" target="_blank">ke-internetusers@bdix.net</a>>; jciano<<a href="http://mc/compose?to=jciano@uchumi.com" target="_blank">jciano@uchumi.com</a>>; <<a href="http://mc/compose?to=ke-internetusers-bounces@bdix.net" target="_blank">ke-internetusers-bounces@bdix.net</a>><br>
Subject: Re: [ke-internetusers] Uchumi is
shamelessly cheating consumers<br><br>_______________________________________________<br>ke-internetusers mailing list<br><a href="http://mc/compose?to=ke-internetusers@bdix.net" target="_blank">ke-internetusers@bdix.net</a><br>
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<br></blockquote></div><br><br clear="all"><br></div></div><font color="#888888">-- <br>***************************************<br>Patrick Kingori Kariuki<br>ICT Consultant<br><br><br>"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<br>
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<br></blockquote></div><br><br clear="all"><br></div></div>-- <br><span style="font-family:'lucida grande',tahoma,verdana,arial,sans-serif;line-height:14px"><div><span style="font-size:11px">"</span><span style="font-size:9.16667px">What other people think of me, is none of my business"</span></div>
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