.: EVENT :. CUSTOMER INTIMACY – WHAT BIG BRANDS DO THAT SMALL ONES IGNORE - KICTANet

27 Apr 2011

      ---------- Forwarded message ----------
From: Caroline Kimutai <mhariricarole@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@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@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@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@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@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@mwenyeji.com <gakuru@mwenyeji.com>* wrote:
From: gakuru@mwenyeji.com <gakuru@mwenyeji.com>
Subject: Re: [ke-internetusers] Uchumi is shamelessly cheating consumers
To: "JME Simekha" <simekhajme@gmail.com>, pmutiso@gmail.com
Cc: "jciano" <jciano@uchumi.com>, "Internet Users List" <
ke-internetusers@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@gmail.com<http://mc/compose?to=simekhajme@gmail.com>
...
Sender: ke-internetusers-bounces@bdix.net<http://mc/compose?to=ke-internetusers-bounces@bdix.net>
Date: Sun, 24 Apr 2011 07:20:22
To: <pmutiso@gmail.com <http://mc/compose?to=pmutiso@gmail.com>>
Cc: Internet Users List<ke-internetusers@bdix.net<http://mc/compose?to=ke-internetusers@bdix.net>>;
jciano<jciano@uchumi.com <http://mc/compose?to=jciano@uchumi.com>>; <
ke-internetusers-bounces@bdix.net<http://mc/compose?to=ke-internetusers-bounces@bdix.net>
...
Subject: Re: [ke-internetusers] Uchumi is shamelessly cheating consumers
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--
***************************************
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
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.: EVENT :. CUSTOMER INTIMACY – WHAT BIG BRANDS DO THAT SMALL ONES IGNORE

Eng. Wainaina Mungai

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