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Grace Ngugi

A customer's love language is trust in a word full of promises

Longevity in business is all about building lasting relationships, and relationships do not just happen; they require a lot of effort to cultivate. 
By 1 month ago
A customer's love language is trust in a word full of promises
Overcoming the pitfalls of information asymmetry in customer experience
Overcoming the pitfalls of information asymmetry in customer experience
By 2 months ago
The dead horse theory: When it's time to dismount for your customer's sake
The dead horse theory: When it's time to dismount for your customer's sake
By 3 months ago
Exploiting conformity to win over customers to your brand
Exploiting conformity to win over customers to your brand
By 5 months ago
Why human-to-human interaction is irreplaceable with tech in customer service
In today’s digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.
By 7 months ago
Why human-to-human interaction is irreplaceable with tech in customer service
Why human-to-human interaction is irreplaceable with tech in customer service
In today’s digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.
By 7 months ago
Why human-to-human interaction is irreplaceable with tech in customer service
Why human-to-human interaction is irreplaceable with tech in customer service
In today’s digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.
By 7 months ago
Why human-to-human interaction is irreplaceable with tech in customer service
Data is king in fast-changing customer experience landscape
Customer service has come a long way, with data increasingly dictating how organisations relate with their existing and potential customers.
By Grace Ngugi 10 months ago
Data is king in fast-changing customer experience landscape
Broken Window: How to fix customer churn in business
Managing an issue to the customer's satisfaction could prove the difference between customer retention and churn.
By Grace Ngugi 1 year ago
Broken Window: How to fix customer churn in business
How the 'idiot curve' can help in bettering customer service
From the service provider's perspective, a business can identify existing gaps by mapping out a customer's journey through the curve, which can be leveraged to optimise customer experience.
By Grace Ngugi 1 year ago
How the 'idiot curve' can help in bettering customer service
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