Showing posts with label customer experience. Show all posts
Showing posts with label customer experience. Show all posts

Wednesday, September 9, 2015

Why my (2) barbers cannot charge me equally

Credit: Pinterest

Some days ago, I overhead a conversation where a rep of an institution had tried to justify why his outfit was charging its customers a certain amount for services rendered.
He compared his institution to another that delivered far better services than his.

His mistake.

You see, I've got two barbers who are good at their jobs. They both deliver the same services, but the quality of their service delivery, differ.
The first one has an air-conditioned salon, nice sitting area, with newspapers and magazines, and a fully stocked fridge of customers' favourite drinks.
He uses smaller clippers, rather than razor blades in trimming the edges of customers' hairs. Instead of the 'usual alcohol' used by the second barber after a shave, he uses Nivea's after shave. He disposes off the heated towels used on cleaning clients' head before applying hair cream to it. He's got a back up electricity power system that ensures customers are attended to, even when dumsɔ hits.

My second barber doesn't have these investments to enhance his service delivery. He therefore cannot charge the same rate as my first barber.

In service delivery, we are sometimes tempted to charge rates based on what our competitors charge, without doing.a proper homework on improving our services to match the rates we are charging.

Monday, May 11, 2015

What Yahoo! can learn from a kelewele seller

Yahoo! says Flicker isn't available in Ghana
 Naa Merley is one of the earliest Kelewele sellers in her neighbourhood.
She enjoyed a greater share of the market until other Kelewele sellers began operations in the same neighbourhood. Naa wasn't disturbed because she still had customers loyal to her 'brand'.

Then reality hit.

Customers were patronising other vendors who had both kelewele and groundnuts for sale. They no longer bought Naa's kelewele, as it meant they had to go to another place to get the groundnuts.

The above scenario is what Yahoo! is facing. As a Yahoo! Mail user in Ghana, I am able to download and use the mobile app, but then I'm surprised I can't download and use the Flickr app -- Yahoo! says it's unavailable in Ghana.

I. Don't. Get. It.

If I can use the web versions of both services in Ghana, why can't I equally use the mobile apps?
Yahoo! Mail App is ready to be installed.


Customer retention is based on value being got out of using a product. If Yahoo! is really looking at gaining popularity and usage for its photo-sharing app Flickr, it has to make it available in countries -- like Ghana -- where photo marketing; local content creation using pictures is gaining ground.