Posts Tagged Customer Experience

Ni sisi mnasema hatujaandika for this long?

It has been a longtime since we interacted. Memes, GIFs, and Trends have come and gone, but Brand Strategy foundations are still the same. The world of marketing and communications changes like the weather and if you are not careful, you will be blown away literally when caught standing on this fast lane. Traditional marketing has met with digital marketing, and the field is as lively as we Brand lovers dream of!


This was the most popular meme last week and some companies hit it spot-on to their core values, while others blundered themselves through the razzmatazz. We are having awesome adverts on telly this first quarter, and some which make one squirm as it passes by. Awesome local and international shows have come through, in both theatre and movies. Songs have been made which make you laugh, or cry. We will discuss anything that is something in our daily life because you know what? Your life is a brand, and is surrounded by brands….and that is why we love this BrandLyf to the fullest…sisi tuko ndani…ndani…. ndaaani…! We love this Country, our Brands, our People, and our life. We will discuss country brand, corporate brand, personal brand, and whatever makes us passionate, as Brand Strategy is supposed to!

We were quite shocked to find ourselves labelled as Millennial, is there really an exact definition, and does it really matter? Most products coming out are for this bracket, and why not? They comprise over 51% of the population. Some companies are pulling it so well, makes us wish we are the intended client. BOYB Tv Show hats off to you, we learn so much from each show, even us who linger on the periphery of your target audience. We all have our opinions on these topics, and that is the beauty of freedom of expression. Unemployment is only gonna go down through such initiatives. Like someone said, the government job is to create the environment, for the private sector to thrive and solve this giant load on our backs. Lions’ den had a different strategy, still effective in getting both sides benefit from such a partnership. We will discuss these powerful brand initiatives as we walk through this BrandLyf lane.

Has anyone noticed the 90’s is back! Shows, events, personalities that we looked up to when growing up can now be observed by hindsight lenses and understood. They look like fiction now, the likes of Pablo Escobar’s, OJ Simpson’s Series and The New Edition Story, to name but just a few. Tupac Shakur’s movie is out soon also. A quick question, where are our Kenyan stories? Who is writing, and producing such Brand Kenya memories that those who are not there will get to experience them in books, and hopefully plays and movies? We would love to see Wangari Maathai’s biography as a movie. She is a Legend in this world, and our next generation needs to made aware that she changed the world in her own way; by standing firm for her beliefs. The 60’s was a time of upheaval, and movies like Hidden Figures remind us how ladies succeeded in the weirdest environments, and shone for their talents. The likes of Jackie, Selma gave us glimpses of the lives of people who changed the world at certain points in time. We have our Kenyan stories, and we need to tell them. How will our generation be remembered?

We pray that the Arts are given the importance they deserve, as this is where the majority of youth will get opportunities for a livelihood. The informal sector is huge, through guys hustling in one way or another in crafts that they are good at. The sciences really come through for us. To have the best doctors, engineers, scientists on one side changing the world, and musicians, sports people, poets showing you the soul of the world, in its beauty and horror; giving you memories that take you back to a certain period of your life, when that is all that you have to cling to at certain periods of time. That is the best cocktail of professionals we should claim, and let us learn to love our own. We shall go through Unemployment, and how we can relate industries to this issue; as we inform, look for solutions and brand the SME sector holders to optimize their talents.

It is encouraging that we have 8 full buses going to Uganda over this weekend to support our biggest Brand Ambassadors, the athletes. Harambee Stars is playing at Machakos a friendly match against Uganda. That is local sports tourism right there. What are we doing to optimize such events and package them to have long-term effects? Kabaddii is in Mauritius representing us after a tale to tell of begging for funds. We will engage in Sports Branding, and how we can raise our brands to the levels they so deserve.

Do you have a squad? We will discuss the best social and brand squads we would love to have. An awesome social brand squad is like that of Billy Graham, with his two best friends, over 50 years of friendship…through life in its way as it always is. We will engage in such personal brands, and what they have taught us. We need Kenyan stories to tell too, we will get them and celebrate them.

We have touched on a lot of stuff today, but we will sift through topical issues as we wind down with the first quarter of this year. Have you met your personal KPIs by the way? Analyze yourself and begin again later in April after Fools’ Day…au sio?

Remember at the end of the day…. all these topics are through Brand Strategists’ eyes…. let us engage…learn…laugh…and impact our generations. We are Wale Wasee that make your dreams actualize, because we walk through them together, and provide the best brains to implement and change Brands. Let’s do this thing…


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BRAND: It’s Business…and very Personal

The news is awash with the sale of WhatsApp to Facebook. For some, it signals impending doom, as they believe our privacy will be compromised. Others see it as a conspiracy theory by the NSA to further probe into the lives of the global publics. iChoose to see the human element of it; Brian Acton. Together with Jack Koum, they have become the newest billionaires in town, according to Forbes. The classic story of rejection ,from shame to fame;  from ashy to classy, as the Notorious B.I.G. told us eons ago rings true. He was denied a position at both Facebook, and Twitter. Four years later, $19 billion is proof of his tenacity, ingenuity, and fruit of his labor. Where am i going with this?

Too often, we have been told the infamous adage, ‘It’s not personal, it’s just business’.  this usually happens when you are getting the sack, or being let down ‘gently’. ibeg to differ. The business of Brand is very emotive. It is extremely personal, why? As we said previously , or wrote last time; the consumer decision-making behavior is largely driven by perceptions, which emanate from feelings. It is purely an experiential process, after which the informed consumer makes rational decision on the product/ service purchased. What the heart wants, it wants. There are no two ways about it. Try prying away from a lady’s hand a pair of shoes that ‘were just  made for her’. Or from a man a gadget that simply calls out  to him. iSpeak from experience. There is small, square music device known as The Music Angel. The first time a colleague showed it to me, iHad no idea how it worked. So after fiddling with this device, instead of reading the manual (all men don’t! Who reads those things anyway?), iWas in love. Let’s just say we are now celebrating our 2nd month anniversary. In order to maintain proper relationships with you-know-who, a plan was hatched to get her a pink one. Crisis averted.

Aha, back to topic. Business is personal. The passion that drove the formation of any enterprise, the big WHY?, the reason for existence; is derived from an innate desire to solve a prevailing need, a core purpose. Let no one lie to you that the purpose of business is to make profit. Such ventures are the fads that disappear like Usain Bolt, here today, gone tomorrow. Were Acton et al not passionate about his vision, talents,  and put his sweat where his mouth was; we would not even know about him today. The reason we have countless tales of pathetic customer service permeating all industries in Kenya, is the lack of heart in the owners, translated to the employees. The actualization of the triple bottom line of Planet, people, and Profit, is the reason we have the newsmakers, and lack of is why we vumilia the noisemakers (another story for another day, hehe).

Anyone who has played sports competitively knows that even a practice session is a dress rehearsal to the weekend game; and it is very easy to pick out the joy riders from the focused. iHave had, and heard three stories of the appalling cases of lack of decorum by  makangas (touts). A pal was nearly drugged, another almost accosted; and iAlmost had fist conversation with a member of this league of extraordinary gentlemen. Sadly, they are just a reflection of what we have condoned as normal behavior and standard of service; from people we actually pay a premium for shoddy services rendered. The public sector is rife with mismanagement of time, and infrastructure simply because of lack of passion for the job, resulting in disgruntled, foul-mouthed public servants who deem it fit to share their frustrations with those who pay them, the general public. iStill blame their leadership, they are a reflection of their superiors, a spitting image.

Branson said, “iRun all my homes like businesses, and all my businesses like homes”. He says this is because both have to be shared, and neither one works as well if one tries to go it alone. You want a solution to the lack of of decorum by product/ service providers? Look at the leadership. Change begins with you and me (story for another day). Simply put to all intrapreneurs, and budding entrepreneurs, your WHY? Should be the most compelling reason you wake up each morning. You have to be in love with what you do (remember Love and Brand?), and grind it out, regardless of present circumstances; for you to live to your full potential in business, and life. Acton has reinforced the ideology of Mvumilivu hula Mbivu, do your part, and let God do his bit.

iAm passionate about what iDo, are you? It is your business to be offended by poor service, and to break the cycle by offering the best of you in whatever you do, to your target audience. It’s not personal…it’s personal to business, and life.Image

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