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Dr Anderson Uvie-Emegbo - Blog
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  • Published in Blog

Disengaged Employees in the Digital Age

Dr. Ade (not real name) was looking forward to his trip to Barcelona, Spain. He was one of a handful of medical consultants from his country invited to attend one of the leading conferences in his specialty. Hundreds of delegates from tens of countries would be attending.

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Making the Feedback and Complaint Process Work

Days ago, I was at a retail outlet of a brand with hundreds of physical service touch points in Nigeria (and in over a hundred countries). It has been around for over 50 years and has a proud history of integrating with the local communities where it operates.

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Managing Expectations

“…always under promise, but over deliver”

Promises are meant to be kept – or are they?

I have not always kept my promises and here’s an example of why.

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Retooling your Customer Model

Strathmore Business School held a breakfast session for the TOP 100 Mid-Sized companies on Thursday 6th June 2013 led by Dr. Anderson Uvie-Emegbo, an international faculty from Lagos Business School, dubbed, ‘Retooling your Customer Model’. Dr. Anderson stated that it is important to manage the customers’ interactions with the organisation at all levels, and at all touch points so that a customer has a positive impression of the organisation, is satisfied with the experience and will consequently remain loyal to the organisation.

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  • Published in Blog

Retooling your Customer Model

Strathmore Business School held a breakfast session for the TOP 100 Mid-Sized companies on Thursday 6th June 2013 led by Dr. Anderson Uvie-Emegbo, an international faculty from Lagos Business School, dubbed, ‘Retooling your Customer Model’. Dr. Anderson stated that it is important to manage the customers’ interactions with the organisation at all levels, and at all touch points so that a customer has a positive impression of the organisation, is satisfied with the experience and will consequently remain loyal to the organisation.

Read more...
  • Published in Blog

Making Service Recovery Work

If you have been following my column you would have noticed that I am deeply committed to making service work better.

This week I have a case study, which would help make the case for better service recovery strategies.

Some minutes before writing this, Kenya Airways (KQ) fulfilled a promise they made to me a few days earlier.

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Delivering Happiness

“The best businesses are those that have figured out how to combine profits, passion, and purpose” —Tony Hsieh, CEO Zappos.com.

How do you deliver happiness? How do you put a smile consistently on people’s faces? How do you build a culture of really “doing good”?

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