Local businesses urged to go beyond goods and services to retain customers

Kenya National Chamber of Commerce and Industry (KNCCI) Chairman Kiprono Kittony delivers a speech during Kilifi International Investment Conference cocktail in Nairobi on September 21 2016.The conference slated for October 6-8 will provide stakeholders, Government, Private Sector players and Development Partners with a platform to interact through Business to Business and Government to Business with the aim of striking Enterprise and Industry Development Deals.PHOTO DAVID NJAAGA/STANDARD}

Local businesses have been urged to go beyond goods and services and offer their customers memorable experiences to retain them.

American author Joseph Pine, while addressing about 100 chief executive officers of local companies in Nairobi yesterday, said customers are no longer just after “stuff”.

Mr Pine, who is also a management advisor and co-author of The Experience Economy, said offering clients memorable experiences is the best way to spur business growth.

“We are quickly moving towards an experience economy, where business people give customers memories that will last forever. People are happier when they spend their money on worthy experiences. For this to happen, we must create specific experiences around the products and services we offer as this will enable us to connect more with our customers,” he said.

Kenya National Chamber of Commerce and Industry Chairman Kiprono Kittony (pictured) said they are working to promote a suitable business environment to ensure economic growth, with a special focus on Small and Medium Enterprises (SMEs). He said the lobby aims to enable SMEs access markets, achieve credibility and get the necessary networks for growth.