The Future of Customer Service: Innovations and Trends to Watch
The Role of AI in Shaping Customer Service Emerging Trends in Customer Interaction Personalization in Customer Service Future Challenges in Customer Service
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. […]
First Impressions in Customer Care Matter
First impressions in customer care can shape confidence, loyalty, and even life decisions. Often, we underestimate how powerful a single service interaction can be — until we experience one that lingers in our memory for years. For example, I learned this lesson the day I decided to try a weave for the first time. Although […]
Front Desk Customer Service: My First Day as a Security Guard
Lessons from the Lobby Every day, front desk customer service begins long before a customer reaches the service desk. On my first day as a security guard, I learned that excellent front desk customer service isn’t just about following procedures—it’s about helping people understand them. This is the first story in my From My Corner […]