Let’s talk about solutions for a change

This post is a bit late, it was meant to accompany a cycle of seminars I facilitated for the British Council in Zimbabwe ith the end of June. Since nothing has change for th better in Zimbabwe I feel this post is still releveant if not more relevant now than in June.

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Stagnation in an economy is generally characterised by a major catastrophe which then gives birth to several challenges for business. The catastrophe is the case of Zimbabwe is up for contention. From a purely business point of view we can point to the imbalance between imports and export and from this point we can either go forwards or backwards to find the cause or effect of this imbalance. Some will argue that the imbalance comes from high cost of production which makes Zimbabwean products expensive on the global market while others will say low levels innovation and creativity have left Zimbabwe with little to export. Additionally falling prices in primary exports have greatly affected earning from exports. All these are true and we could possibly find more reasons at a push. So the situation we find the economy now is one that presents challenges for leaders of organisations to overcome. We are in an economy that is not making adequate amounts of new money, struggling to attract FDI while spending more on imports thereby putting pressure on liquidity in the market especially cash. Low levels of development in the banking sector and expensive banking products means alternatives to cash are inadequate or inaccessible to consumers. Banking in Zimbabwe is expensive as banks charge for service that are free elsewhere driving low level customers *majority* to keep cash in hand. Eventually imports drain cash to a point where even the cash in hand is dwindling affecting demand since consumers have not alternative to cash and retailers other services demand cash. Without cash or alternatives of cash simple transactions become impossible, demand falls, profit falls, prices could go up to buffer the effects of falling demand but this only adds pressure to demand creating an unending cycle. Well, there is an end the weakest fall first and the strongest last but not before creating monopolies and cartels.
The most important task for leadership is to know when to change, after that, it is knowing what to change and how to change it without compromising SURVIVAL. Many of us here are at this point we know that without corrective measures the businesses we run or work for are going to die. For some, employment has already died and companies too. I have put leadership forward for a reason, everything falls on leadership. Leadership is the Source of Mission, Vision. And Values (culture of the organisation) so leadership will be the champions of change with clear messages, decisions and direction. Change can be structured on the three windows of strategic planning
Where are? – Where do we want to go? How do we get there?
This process should be characterised by inclusion of all employees (everyone has a contribution to make). The TEAM then explores the options that are available. Depending on the chosen strategy preparing for the future in a market where real growth is possible starts as soon as we know that we can survive. Different organisations will require different strategies but what all organisations will need is a cultural shift. Being able to snap from survival mode to winning mode requires deliberate mental application led from the front by leadership. Training and development of staff is part of this strategy to re-orient staff from survival to winning. Leaders must train and develop too because they can only share what they know. When I first arrived in Zimbabwe in 2013 in the middle of an economic boom with a 13% growth rate a lot of the people went around saying “my CV should say I survived 2008”, that was a badge of honour and an achievement but 2013 wass 5 years from 2008!! We should have been selling different rhetoric at that point showing progression. The power of KNOWLEDGE is greatly undervalued in Zimbabwe. How many companies actively up skilled their staff in the 5 years post 2008?
Investing in Research and design as the starting point for Innovation in existing products and developing new products is imperative if the catastrophes of 2008 and 2016 are to be avoided in the future. Rather than importing let’s invest in developing production capabilities to make the things we need. Copy and paste if necessary and then adapt to suit the local needs. Research and development can also seep into capital equipment, modernisation or production lines will do wonders for efficiencies in an organisation. Delta invested million in its production lines post 2008, and the price of their products has fallen consistently without affecting their bottom line, indeed they company enjoys greater economies of scale now. Once we have attained these capabilities we can then move to expanding our markets look beyond the home market, find a competitive position and dedicate strategy to sink roots into a new market. Horticulture is doing it as we speak, the expertise is there, and learning opportunities are there.
The future is approach faster than you can imagine, don’t be caught out again!

The problem with unstructured entrepreneurship

This is probably more of a problem in Harare more than the other cities but the explosion of on-street vendors in the CBD is interesting and worrying at the same time. Surely there is some money to be made otherwise why would all these people congregate there every day but when we say there is money to be made. How much is enough?

The laws of economics dictate that ultra-competitive markets selling homogenous products have little to no profit for the players of the market. So, by all being in the same place the traders are pushing their own prices before the market even demands low prices. This is a perfect scenario for bargain hunters but not for the traders. What’s the solution?

Here is a radical idea! Instead of 25 vendors all sitting on the same street selling the same things how about we think smart and form cooperatives and use our collective resources to widen the product range, economies of scale to lower prices and sell more and ultimately make more money. By reducing competitiveness from the market the cooperatives will be able to claw back some power in terms of setting prices on the market. Tomatoes can gain 10-15% margin by simply selling from 1 sales point instead of 25 points. But what will the other 24 members of the cooperative do?

Well the cooperative will need to be structured. People will be allocated different roles to match their skill sets. The traders have already show they have skills in sourcing, pricing, market scanning, administration and a host of other skills needed to operate on the streets successfully enough to make a living from it. Some of these skills will not be obviously know to them but they are there they just need sign posting. People will earn consistent wages, partake in profit sharing and benefit from a collective pool of resources to expand the scope of their business.

Once the cooperative is fully functional it can then look into market expansion, taking on more members and developing a retail model that is sustainable and profitable. I foresee green grocers developing from this idea but can we convince the traders to formalize their operations?

What are some of the barriers to selling the cooperative idea?

Single mindedness of Zimbabweans in general
Lack of trust
Short term thinking
Lack of Resources to cover incomes in the short term
Lack of Organizational thinking

But most of these barriers can be easily overcome if there is desire and determination to break new ground.

Maybe I am being naive!

Over the last two weeks I have encountered different types of services, private and public and on all occasions I have been left wondering, “what is the reason behind this never ending relationship between customer service and the ball point pen in Zimbabwe?”. In almost all instances there is always a computer at every service desk! Sometimes both the pen and the computer are used to record the same event, meaning I have to wait twice as long to be served without any real improvement to my experience of that service.

Am I expecting too much, does anyone else not see that, for time and age that we are living in at this very moment, we are not equipped to be effective and efficient? One colleague reminded me that my problem is I have diaspora expectations, I should accept that things are different here but what is the real difficult in producing customer service provisions that exceed current levels? Surely it is not because investing in information technology is expensive, the technology is already there!. Could it be a lack of training or is it management myopia holding back the development of better service provision quality?

Here are two examples of why I am complaining, at my previous hotel, I had some dirty laundry washed, my details and the list of items to be washed where added onto my room information on the hotel’s computer system, later as I came to collect laundry I was asked to pay cash, even though this was midway through my stay, I produced the money to pay. Payment details were added onto my room information and a receipt book with ball point pen attached was produced to duplicate the very same information for which I was given a copy but only after a 20 minute wait. Upon checking out I was given a 4 page folio copy printed by the system detailing every single thing I had done that week including the laundry business! why do I need it again or why did I have to wait for all that 20 minutes in the first instance when I could have just got the information on checking out?!

The same goes to my mobile phone provider who made me wait in three queues to be saved at 3 desks in order to change my micro sim to a nano sim! on all three occasions I was asked to repeat the same information for which three different colour hand written receipts were produced while the information was simultaneously added onto the information technology system! After 45 minutes waiting for this elaborate process to be completed I got to the payment station and I was told the cashier didn’t have change for $20 so now I had to find that in order to pay! Life is way too short for this BS!

But all is not lost, as I discovered at Harare Airport where I arrived to check in for my flight to Bulawayo, my first with the airline for 14 years!, with nothing but an emailed e-ticket on my iphone. You can forgive the nervous ball of anxiety in my stomach as I got to the check-in desk but the helpful gentleman checked me in with a smile and without asking any further question or even an ID!

Isn’t it a scary world when anything related to AirZim is an example of best practise! Ahh, its supplier of handling services at the airport should get the applause instead, well done to the NHS for not using a ball point pen! (No!, it stands for National Handling Services, not that other NHS!). As for AirZim, we left on time, well 20 minutes late is no reason to complain when the national airline is the service provider on any trip!

I am sure some will have a counter point and an explantion or rationale for all my complaints, maybe I am just being naive but, come on!
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Defining customers service in Africa; route towards improvement in customer service

Being a regular visitor to Africa in the last 11 months I have experienced varying degrees of customer service quality and concluded that getting “good” quality customer service is still a far fetched dream in almost all service encounters.

A few other travelling colleagues have been discussing how we could drive Africa towards universal good customers service as some research has identified Africa as a future destination for western companies looking to outsource customer service functions to African countries. There are several implications to finding a solution to customer service delivery in Africa, first of which is creating better experiences for customers and improving customer retention. Secondly if Africa is to realise the potential expressed in the above research referred then we need to have a marketable product by ensuring that every customer encounter with service delivery is positive, because you never know who your next customer might be.

It is my opinion that the process of improving African customer service provision must start with developing a clear understanding of how customer service is perceived in the Africa context. The lack of resources, imbalance between demand and supplier in many service encounters means that the supplier usually has an upper hand in most encounters thus removing the obligation on their part to be good to the customer who is dependent on them. This is in total contrast to environments where supply outstrips demand and so companies’ service provision is obliged to treat the customer as “king” in order to retain their custom. This reality of the service encounter in Africa reduces the customers’ bargaining power and potential to switch to an alternative source for either product or service. In the end the African customer feels obliged to accept sub standard customer service as a means to an end.

African private enterprise has substantially better service delivery than public service especially government services like passport offices, registration of births and deaths, medical service and any other essential services that a customer might expect from the government. Perhaps customer service personnel in public service offices do not even regard the people they serve as customers, which then removes the need for “good” customer service. Private enterprise on the other hand recognises the relationship it has with the people they service but greater demand than supplier reduces the impetus to provide “good” customer service.

My conclusion is that there is need for cultural re-orientation to get the customer to demand “good” customer service and service providers from both public and private sectors to view customers as opportunities to create relationships that will continue positively beyond each service encounter. This change will require leadership in both private and public sectors, training and adoption of clearly defined performance parameters supported by systematic evaluation. But the starting point must be a review and analysis of prevailing perceptions of “good” customer service to the provider and customer in Africa.

What should companies use Facebook for?

 

 

 

 

 

 

 

 

 

 

Much of the hype behind the actual value of Facebook was to an extent based on the business potential of the site in terms of it being used as a market platform for companies. But, a big but, the transformation of facebook from being a free service for individual user to a site that companies use to target the free service users has many obstacles to over come, firstly how will customers react to deliberate commercialisation of their social capital? there are lessons to learn from the experiences at myspace and capitalisation of social interaction, it didn’t work too well. The next question is how can companies guarantee that their investment will receive coverage that justifies the expanditure on advertising on facebook? There are already several conspiracy theories regarding coverage, exposure and publicity limitations being imposed, randomly or otherwise, by facebook. So, investment on advertising might only produce a fraction of expected market outcomes afterall.

My reservations against the investment in advertsing on Facebook, as shared by www.larrykwirirai.com, are based on two observations, one of which is that marketers are being opportunistic in trying to convert social interaction into commercial capital. And, the other is that, without complete control if this process, since Facebook will manage all the analytics, there are serious strategic gaps that bring up red flags to observers.

I personally think any company looking to use Facebook as an out and out marketing platform to sell products need to fire their marketing team. Selling and overtly capitalist conduct goes against the whole ethos of social media!. Facebook should be a relationship building platform used to develop brand affinity and general communications while giving customers access into the organisation. It’s all about interaction and whether or not this leads to increased sales is dependent on the use of the data gathered via these interactions with customers and strategic capability of the marketing department to convert brand awareness into brand loyalty.

Just because Facebook has hundreds of millions of people to sell things to doesn’t mean marketers should be lazy, there is still the need to be creative be proactive in responding to customers needs if marketers are to successfuly sell their products while using Facebook as part of an effective marketing strategy!

Commercializing your talents

Looking through Twitter this week I got caught up in a discussion about how Zimbabwean hip hop artist and producers are failing to grow consumership in the Zimbawean market or any other market for that matter. The discussion  brought foward several issues that observers felt contributed to the lack of the development in the genre’s quest for recognition and market share. The aim for any artist is to be recognised for their craft and for the craft to be taken seriously but it seems achieving this or knowing how to achieve it is beyond the grasp of the players in the music industry. This is an which goes beyond just the artist because there are record labels  investing in studio time and production of music which does not bring in much revenue.

The question amongst many participants in the Twitter discussion was what can be done to change the market position of hip hop music in the Zimbabwean market and then also package the music so that it can be sold to an international audiance? I think the starting point for everyone concerned with this product is to put themselves in the position of a customers and ask the following questions;

What value do I get from the product?

Why should I choose this product instead of the alternatives that are in the market?

It is also good practice at this point to do some market research with whoever the industry considers to be their target market. It is my opinion that most of the products that fail to gain any foot hold in their target market would have failed to answer these two questions. But these are very important questions for any customers and require an answer. That answer will be the reason customers buy the product.

Once those questions are answered all players should then look at their product in terms of attractiveness of the markets and this could be done by asking the following questions;

How much of the market is a potential market for our product?

Who are we competing with?

Who is the market leader and what are their core competencies and USPs?

How can we nullify their competitive advantage and convert their advantage into our own?

What resources to we need to achieve this?

It is my belief that in answering these questions honestly the musicians will come up with a product that is acceptible to the market, competitive against its rivals but more importantly the artists will be more aware of the value they give to their customers.

But some people will say good music or art does not need commercialisation or strategic planning, it sells itself….

Do you know what your customers are doing right now?

It is widely accepted that marketing is only as good as its knowledge of the the people it is directed at, but how do we know about these people? Trend tracking is a useful tool for market research but it also appears under used, possibly becuase of its uncoordinated nature and difficulty to measure which limits wider use of trend tracking. Here is a snippet of how companies that might be interested in trend tracking and interacting with customers in their own environment could use simple tools to gain valuable insight into their customers’ life styles

Are we all marketers now?

The increasing use of technology and the sharing opinions that comes with that has shifted the marketing powerbase somewhat in the recent past. There was once a time when consumers relied on marketers’ information to know about the product, how it performs but never about its faults because marketers kept a tight control on such information as it could have a negative impact on sales. Now, however, the consumer has unlimited access to all the good information and also the stuff the producers wouldn’t want consumers to know because we are sharing information about anything and everything. I no longer read product manuals anymore, I google the product and let other people tell me how by product works, how to fix problems and even how to hack the product to get additional perofmance. That is the beauty of social media but what is the impact on companies and their marketing departments? how do they react to uncontrolled opinion sharing? should they even try to control and influence social opinion?

The article below asks there question and then tries to answer them, let me know what you think as well

https://www.mckinseyquarterly.com/Marketing/Digital_Marketing/Were_all_marketers_now_2834

Forget junk mail and emails, get into the customers’ pockets

 

Random marketing and its effectiveness was a side topics at one of my meetings today. Some people feel annoyed and often presssured into looking at the junk emails that clog up their email addresss. I never open mine but I understand why companies do it. It’s in the hope that they will grab a second of you time to make themselves known so that maybe you me buy whatever it is they are selling.

But this strategy is seriously flawed because no one I know opens let alone read junk mail or emails so it’s a pointless investment of marketing resources. Apart from the recipients not opening their enails, the idea that random marketing works goes against the concepts taught in fundamental marketing, it ignores segmentation, targeting and positioning! With all the tracking power modern internet technology has, companies can pretty much track  everyone who uses the internet looks at, buys and ignores so there is no excuse for spending money on random marketing. Get forcused and start targeting customers with the right offers at the right time.

Has anyone with a smart phone ever wondered why no company ever sends adverts to your phone? They know all the website you visit, with the location service they even know where you are at what time and with people’s phones always emitting signals it is easy to get into their pockets and send messages or news flashes about product offers, updates ets. My feeling is that junk mail/ emails needs to be more cunning and intrusive especially targeted to the customers who need to get that information being the only ones who get it. There are even some people carrying phones with their bluetooth always switched on and sending message to that is dead easy.

The beauty of getting into the target’s phone is that the message arrives as a sms or mms, people read that because it might be important. It could annoy some people but if the offer is for a product they use there is possibility that they could become a customer. The important thing to remember is that there has to be a benefit for the customers, empty messages should not be sent to customers, avoid wasting their time so that everytime you send a message it is worth reading and it engages the customers to an extent that they consider buying or at the very list the product being advertised occupy a part of the customers’ brain for future references.

This is where marketing should be going and I think it is already 18 months late!