The Evolution of Customer Care: From Call Boxes to AI and Smart Systems
About 20 years ago, when mobile phones were becoming the new big thing, the call box was still very much part of everyday life. If you didn’t own a mobile phone, finding a call box was often the next best option. You would walk to it, pick up the receiver, dial the number and hope […]
Customer Expectations on WhatsApp: What Happens When a Customer DMs Your Business?
You search for a school, find exactly what you are looking for, visit the website, spot a WhatsApp number and think, Bingo! I don’t have to make another phone call. You send your question. Then you wait. One grey tick. You check again. Still one grey tick. By the end of the day, you are […]
Event Catering Services in Kenya: A Lesson in Customer Experience
Sometimes, a plastic basket can teach you a business lesson. This Monday, I was sitting in an office without a kitchen when a lady walked in carrying one. Inside were tea, mandazi and sausage. What looked like an ordinary office tea break got me thinking about event catering services in Kenya, outsourcing and the customer […]
Bank Customer Service Experience: What a Morning at KCB Taught Me
Monday Field Notes #5: A Morning at KCB Before I entered KCB that morning, something else caught my attention — the building. I have always appreciated buildings with character, and this one caught my eye because of its design and distinctive stonework. There was something aesthetically pleasing about the way the structure came together, and […]
How Social Media Customer Service Builds Trust
Monday Field Notes #4 – Inspired by Doree Fred Boutique, Chuka Town Before a customer walks through your door, they have probably already visited your business. Not physically. But digitally. They have scrolled through your Facebook page. They have looked at your photos. They have read your comments. They have noticed whether you reply to […]
Selling at the Market: Lessons in Customer Care & Business | Monday Field Notes #3
“Sometimes the longest journey isn’t the road you walk. It’s convincing yourself to try again after your first attempt didn’t go as planned.” On the morning of 23rd July, I woke up with one mission: prepare my daughter for school and head to the market to sell some of my unused clothes. Simple enough. Yet […]
Hotel Customer Service Lessons from Lowlands Hotel & Spa | Monday Field Notes #2
Some businesses promise excellent customer service. Others quietly demonstrate it through the small things they do every day. Last Monday, after taking my daughter to school, I decided to do something different. Instead of heading straight home, I visited Lowlands Hotel & Spa in Chuka. I wasn’t checking into a room or attending a conference. […]
From Fired Up to Fired: Navigating Faith and Job Loss in Kenya as a Working Mum
There are moments I look at my career journey and laugh—not because it was funny, but because if I don’t laugh, I’ll cry. Maybe you’ve been there too: jobs started with fire in your belly, only for reality—or life—to rewrite your script. Mine is a tale of bold moves, awkward exits, and the unplanned twists […]
Boost Your Evening Routine: 7 Simple Habits for Restful Nights & Productive Mornings
What if the secret to a powerful tomorrow wasn’t in your morning coffee—but in what you do tonight? A strong morning routine is important, yes, but it’s your evening routine that sets the foundation for calm sleep and fresh energy. In this guide, we’ll explore how to boost your evening routine for better sleep and […]
Choosing Faith in Seasons of Lack: A Reflection on God’s Provision and My Journey Through the Desert
Faith That Moves Mountains in Seasons of Lack Life has seasons that test the deepest parts of who we are—our strength, our identity, our courage, and above all, our faith. For almost five years, I have walked through a very difficult season. It has been a long stretch of waiting, hoping, praying, and quietly facing […]