Why apologies matter as much as fixes in digital business

For leaders running digital businesses, the lesson is clear: fixing a technical problem does not automatically restore customer confidence

By Lydiah Kiburu 1 month ago

Why customers often adopt technology through social networks

Customers often adopt new technologies through social networks because enterprises increasingly invest in digital channels, data platforms, and automation to boost efficiency.

By Lydiah Kiburu 1 month ago

The silent exit: A signal digital businesses should never ignore

In African markets, complaints carry a social cost. Many customers do not want to jeopardise their relationship with the service provider, because they believe in long-term relationships.

By Lydiah Kiburu 2 months ago

Why technology adoption fails even when it works

This “silent exit” by customers from digital platforms is the most expensive failure mode of all, because it arrives without warning and is detected too late.

By Lydiah Kiburu 2 months ago

Why apologies matter as much as fixes in digital business

For leaders running digital businesses, the lesson is clear: fixing a technical problem does not automatically restore customer confidence

By Lydiah Kiburu 1 month ago

Why customers often adopt technology through social networks

Customers often adopt new technologies through social networks because enterprises increasingly invest in digital channels, data platforms, and automation to boost efficiency.

By Lydiah Kiburu 1 month ago

The silent exit: A signal digital businesses should never ignore

In African markets, complaints carry a social cost. Many customers do not want to jeopardise their relationship with the service provider, because they believe in long-term relationships.

By Lydiah Kiburu 2 months ago

Why technology adoption fails even when it works

This “silent exit” by customers from digital platforms is the most expensive failure mode of all, because it arrives without warning and is detected too late.

By Lydiah Kiburu 2 months ago

Why apologies matter as much as fixes in digital business

For leaders running digital businesses, the lesson is clear: fixing a technical problem does not automatically restore customer confidence

By Lydiah Kiburu 1 month ago

Why customers often adopt technology through social networks

Customers often adopt new technologies through social networks because enterprises increasingly invest in digital channels, data platforms, and automation to boost efficiency.

By Lydiah Kiburu 1 month ago

The silent exit: A signal digital businesses should never ignore

In African markets, complaints carry a social cost. Many customers do not want to jeopardise their relationship with the service provider, because they believe in long-term relationships.

By Lydiah Kiburu 2 months ago

Why technology adoption fails even when it works

This “silent exit” by customers from digital platforms is the most expensive failure mode of all, because it arrives without warning and is detected too late.

By Lydiah Kiburu 2 months ago