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Customer Satisfaction Tips from Kenya
Wanjiku Wangai of Kenya, owner of a small retail store, always handles customer complaints himself. “If I cannot deliver very good customer service my own self, how can I expect it of my employee?” he asks. “Besides, I learn a lot about how I can improve my business, when a customer complains. And they learn [...]
Building Customer Relationships
Customer Experience Management or CEM and problem solving are the newest techniques to creating a positive experience for every customer, managing expectations and generating repeat business. These techniques are “secret weapons” in marketing that work as well in Nairobi as they do in London or New York.
CEM is often confused with its predecessor, CRM or [...]
