Marketing Transformation


Customer journey analysis – Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they are focused on improving their quantity and quality of business is: “What is my competitive advantage? What makes me unique, memorable, special… what truly sets me apart from the rest?”

While there are no definitively right answers to that question, most people come to some conclusion that customer service is a critical component of your competitive advantage. For most businesses, the service they offer can vary from exceptional to not so hot, depending upon circumstances.

Why is that? Why does the same company, and even the same people within that company provide world class service some of the time, and marginal service (or worse) other times?

That answer can be found in asking a different question: “What makes you (or your staff) happy when serving your customers?” While these answers also vary, most people come up with some sort of variation of “I am happy when my customer is happy.”

Do we enjoy dealing with agitated or disgruntled people? Normally not. We derive our joy from delivering value, by making others feel good about their experience, and by exceeding people’s expectations.

What comes first then? The happy customer or the happy person serving the customer? This is not the chicken or the egg quandary. The happy person serving the customer NEEDS to come first, because it is a very unusual day when your customer comes into your business looking to cheer YOU up.

cuctomers red word and conceptual target

This all seems very obvious. At the same time that many people realize this truth, it is rare that people consciously take steps to make sure that their greatest customer service assets are being serviced too – whether that person in on your staff, in another department, or if that person is YOU. It is critical that you continually improve the emotional, physical and mental support you are supplying to the people serving your customers.

How committed are you to taking the same care of YOUR needs? Your task for the month is to identify and act upon a couple of ways to keep you in proper shape so you can take care of your always important customers.


As i  know and understand that Two things define your personality:
The way you manage things when you have nothing
And the way you behave when you have everything. Those things are enough to define who you really are….

My lifetime has been full of sorrows since childhood.This is because my parents died at an early stage, when i was very tiny. only to to be taken care off at the orphanage. However, i felt very despised by some of my classmates at the school, whenever they talked about their parents each and every time,which made me to shy away and move far away from such story telling. just because i would remember the pre-existed parents who had decayed before i knew how to write and read.


my two younger siblings also died and now just left alone as the only guy who owns the family`s name. sometime i ask God a lot of question why this happen but no answer to be heard anywhere. The remaining relatives are also snooty and has grabbed all of my family properties. This makes me to think of going back to the street to stay with my fellow orphans in Kenya.The orphanage only supported me up to form four level  which made me to attain grade C (plain) at the national exams. I cant continue with my studies due to lack of fees and support from my relatives. This has made me to lose hope in life as others do have.

Nor words nor statistics can adequately capture the human tragedy of children grieving for the dying or dead parents, stigmatized by society through association with HIV/AIDS plunged into economic crisis and insecurity by their parent`s death and struggling services or support systems in impoverished communities.In my life, i would like to be a Medical Laboratory Technologist  which also fully depend on the financial adequacy to take the course. i have always thought of getting someone who would volunteer in supporting me financially interns of education to achieve what i had planned to be in my life.

I believe that i will get assistance from anybody, not related but through the grace of the lord, if anyone is interested in supporting my education can inform me through an email,