This is part of a series of articles I’m writing on customer service in Africa, the basis of which is my upcoming Marketing Africa magazine column titled “The End of Customer Service As Usual.” For your viewing pleasure, this version is unabridged.
The Cutting Edge by Watchman reads the popular column in Kenya’s The Daily Nation newspaper. Opposite the editorial cartoon lies what for decades has been Kenya’s equivalent of the public suggestion box. From apt questions on government departments to quick and witty opinions on current affairs, this column featuring a carefully selected array of 6-7 edited comments from the Watchman’s inbox. It has since morphed into the modern day bulletin board for comments, complaints and compliments.
If a company was praised or berated, a response was all but guaranteed if not put in writing in The Cutting Edge days later by a senior representative of the mentioned organisation. Often addressing and typically acting on the feedback that was shared by the correspondent. But ask any Kenyan of their everyday experience and there are far more frustrations and challenges they face than a 12 by 3 inch column could ever capture. Whether utilities such as water and electricity or consumer products within the home to the moment they step out and have to deal with the bedlam known as Kenyan traffic (overlapping, anyone?)
But closer to us are the brands we interact with. The companies whose products, services and representatives we pay for or are in a position to make demands of. It is here there for all the +4 million readers of the Daily Nation in a day, they couldn’t print a newspaper big enough for all of us to comment, complain and compliment the peculiar Kenyan experience. Note: Circulation is +220,000 copies and their estimates are approx. 20 people read each copy (source).
The advent of technology and more importantly the age of social media has foretold a new chapter in empowering people to speak up and take action. And the very real challenge of customer service in the age of pervasive technology, be it the mobile phone, which boasts some 26.4 million subscriptions in Kenya or be it the internet, which an estimated 5.5 million Kenyans have access to. What would happen if the mandate of The Cutting Edge was re-imagined today?
Much has been going on since the last update on the blog weeks ago. Here’s a really quick run-down.
Sandbox Summit in Lisbon
Short story: I didn’t go. It is a long story so you can expect a full-length blog post on it. The summary, two the Portuguese government had no idea how hard it was going to be for East Africans to get visas to their country once they shut down visa operations in Kenya and a number of other African countries. It did however speak to consulates of its neighbouring countries but alas, diplomacy is a slow process. I’m glad they know and that senior most officials did their best, given their respective constraints. My thanks to the Italian and Portuguese foreign ministries. As well as the amazing Sandboxers who stood by down to the wire. Though here’s a video from the TransAmerica Expedition that they just launched from the last get together at Kundavi in Los Cabos, Mexico.
Speaking Calendar Filling Up
I’ve taken on public speaking since last year following conference engagements in Sweden, Norway and a speaking tour in Germany towards the end of the year.
The big news is I’ll be back in Germany in a few months giving a keynote at re:publica 2012. I’m really excited and will be sharing more on this in the coming weeks. Locally, here’s what my calendar looks like:
As far as local workshops, trainings and seminars I’ve got a number planned but at the moment they are all in-house. As always, if you’re keen on my speaking services I’m represented in Kenya by Speak to Africa ~wendy(at)speaktoafrica.com if it’s an international client/appointment, get in touch directly: hello(at)mark.co.ke
Tech Direct: Kenyan Technology News, Analysis and Device Review
I recently started hosting a video podcast technology show called Tech Direct. Look out for more product reviews, technology news and highlights on what’s cutting on this side of the Sahara as far as tech. I’ve put both my review of the Samsung Galaxy Note the GS2, Android apps I recommend and below is a 2012 African Tech Trend Briefing I did with Mbugua Njihia.
Writing/Blogging
Reason this side has been a little quiet has been I’ve been doing most of my writing on Afrinnovator, AfricanDigitalArt and more importantly working on some admin issues for both. Afrinnovator’s getting some great things ready for this year, having celebrated 2nd anniversary some weeks ago. As for ADA, we just hosted an incredible workshop on Design for Social Innovation with Poptech! Vice Chair and renowned communication strategist Cheryl Heller at the iHub this past Saturday.
What To Look Forward To
Expect a lot more in the social media area as well as digital thinking. I’ve been penning some articles, the first of which goes into my column for Marketing Africa magazine, the next of which appears as a series here on the blog. The hype machine behind Kenya right now is doing a great job of positioning globally, but there are some pitfalls and areas no one may be pointing out. Also I starred in the next version of Stocktown when my buddies Teddy Goitom and Benjamin Taft were here filming it. Look out for the documentary and in the meantime, check out one video they shot with Antoneosoul below.
And not forgetting you.
If you’d like to see a topic covered, analysed and question solved. You can drop me an email, mention me on Twitter or write me in the comments below.
2012. It’s here.
A few days ago I launched what was certainly my first foray into crowdfunding and with great elation, surprise and excitement I can now announce that my airfare, by Sandbox Network. I want to extend a very heartfelt thank you to Roni, Kara, Nadia and everyone at Sandbox for the gracious opportunity. As my Portuguese friends would say obrigado e até breve. (Thanks and see you soon)
As for anyone who is still considering contributing I recommend you check out my good friend Mac-Jordan Degadjor’s campaign here. Do it. He is awesome.
According to Wikipedia, the popular phrase Harambee is summed up as follows:
Harambee literally means “all pull together” in Swahili, and is also the official motto of Kenya and appears on its coat of arms.
I’ve spent the entire year developing a network of social capital with friends, colleagues and partners all around me chipping in ideas, connections and doing business with some amazing people and really valuing the power of networks. Part of that saw me join the Sandbox Network, described as one of the world’s leading networks of innovative young leaders under 30.
The Sandbox Global Summit next year brings an opportunity to shape conversations around the future of business and bring a developing economy perspective, and more importantly an African perspective to the table.
Now, I look back to the community and network of people to support my campaign to attend the Summit. Hereby placing myself as a candidate for a crowdfunding campaign.
I’m fundraising for my trip and need your support to attend in January next year. It’s a total of $2,500 and I’ve put in $200 of my own to set things rolling. For smart companies, sponsorship represents an incredible opportunity to get their brands/products onto a global stage with some of the world’s most influential +600 people and their networks. More on that here.
Along with Sandbox, we’ve included a whole lot of perks (including some of my own) for people who contribute to support my campaign including:
My IndieGoGo page is here. I hope you can join me in the e-Harambee or in this day and age perhaps it would be better known as an iHarambee.
And to quote a popular Swahili proverb Haba na haba hujaza kibaba – little by little fills the measure.
More on Sandbox in the video below
I was invited to give a talk at Mobile Entertainment Africa 2011 in Cape Town, South Africa at the One & Only Resort on the mobile entertainment industry in East Africa.
I identified a number of trends, examples and insight into this market and what to expect in the months and years to come, not to mention one of the largest untapped opportunities within mobile entertainment.
Here’s not only my slides, but a detailed breakdown of my talk.
Details, pictures, stats and more when you read the rest.
