Focus on Value

Some days ago, I had a discussion with Charles Ifedi, a Nigerian technology entrepreneur, on how my organization has managed customer expectations and maintained positive experience during the coronavirus pandemic. Aside from relating how our 28-person call centre has coped at this time, both by working remotely as well as within the office premises, we also … Continue reading Focus on Value

Image of a pleased female employee

The most vital stat for your Business

Dear Business Owner, You might be worried that your sales volume has plummeted or that the percentage of calls presented and picked in your call centre has declined. Be not dismayed. There's probably one stat you are overlooking. Globally, we are in a time of crisis. With over a million infected and 69,000+ dead, every … Continue reading The most vital stat for your Business

Why observe Customer Service Week?

In a couple of months, October precisely, it'll be another Customer Service Week. And many companies will toe the line and attempt to 'do something' for their customers. But it's helpful to step back and reflect on the purpose of the week. Why was it set up? What's the agenda? According to the International Customer … Continue reading Why observe Customer Service Week?

Designing a Customer Service Strategy

A customer service strategy is your roadmap describing how your organization or business will provide excellent service to your customers. While this strategy will be largely driven by your customer service team, it requires company-wide support and adoption. Here we go. 1. Set a compelling vision I'll begin with a vision, which captures the future … Continue reading Designing a Customer Service Strategy

The perennial significance of customer service

It is the age of AI and block chain. New technologies and business tools spring up around us like plants in the rainy season. And in a highly competitive world, such as the business terrain is, the successful organization must be quick to learn about the newest development. Not only must it know about the … Continue reading The perennial significance of customer service

Disengaging business partners without alienating customers

Many companies operate a business model which involves a partnership with other businesses. For instance, a retail outlet sells items to its customers which are produced and supplied by other organizations. A health maintenance organization (HMO) provides access to healthcare for its enrollees through a network of healthcare providers. A restaurant or fast food chain often … Continue reading Disengaging business partners without alienating customers

How Jesus turned the world upside down

The problem with the world is not its diversity - social, ethnic, or otherwise. I am white, he is black; I belong to society's elite, he is a poor farmer; I speak Yoruba, she is Fulani. No. The problem arises when love and service are left out and the elements of power and superiority are … Continue reading How Jesus turned the world upside down

Book Review: Business as Mission by Michael R. Baer

Can Business be more than an enterprise for the generation of profit? Is there a higher purpose to this human activity? This book argues that there is. Business as Mission, according to the author, is an attempt to "explore how companies can align with God's purpose and bring him glory." This journey flows from the … Continue reading Book Review: Business as Mission by Michael R. Baer

The Purpose of Business

What is the purpose of Business? In a conference presentation Jeff Van Duzer, former Dean of the Seattle Pacific University (SPU) School of Business and Economics,  identified a twofold purpose for business. He described it as God's Mission Statement for Business in general. Business exists to create opportunities for individuals to express aspect of their … Continue reading The Purpose of Business

The Christian Worldview of Business

Christ is king of all creation.  He rules over the universe as Mediator. As the great  Dutch theologian Abraham Kuyper declared in his inaugural lecture, “There is not a square inch in the whole domain of our human existence over which Christ, who is Sovereign over all, does not cry: 'Mine!' ". As his followers … Continue reading The Christian Worldview of Business