The importance of the physical or tangible aspect of the customer’s experience is something very few will argue against. This importance is clearly seen in the oft-quoted RATER Model of Service Quality where the “T” stands for Tangibility.Reliability, Assurance, Empathy, and Responsiveness are the other elements that make up...
A revolution is described as: (a) sudden, radical or complete change; (b) a fundamental change in political organisation, especially the overthrow of one government or ruler and the substitution of another by the governed; and (c) an activity or movement designed to effect fundamental changes in the socioeconomic situation...
The nature of crime witnessed in society varies considerably. As a result, police operations are expected to be diverse and flexible. Police operations are tailored to react effectively to situations ranging from fleeing suspects to threats of explosives. Officers need the requisite training and tools to assure effectiveness, safety...
In its shared vision for a prosperous and sustainable future, Africa is looking forward with optimism. The African Union's Agenda 2063 lays out a visionary plan for the continent's evolution, incorporating goals for economic expansion, social advancement and political stability. To guarantee that Agenda 2063 is implemented correctly and...
“Think tomorrow. Act today.”
Leadership is a beautiful experience. The fact that it gives room for future thinking also creates opportunities for many fantasisers to lead teams, organisations and countries. What you think of today and subsequently say afterward, must guide what you do tomorrow in leadership. In other words,...
Businesses - whether Limited Liability Companies, Sole Proprietorships, Partnerships, etc. - in Ghana, like elsewhere, exist with the aim of maximising profit. Shareholders or persons who invest in such business by way of shares have an expectation that the company will keep being a going concern, make profit and...
The Ladbroke Arms is described by many as a ‘destination pub’ for both British and tourists who want to sample a slice of the nightlife in the English capital, London.
Tucked away in Notting Hill, west of London and in the Royal Borough of Kensington and Chelsea, the Ladbroke Arms...
Family-owned businesses make up a significant portion of all businesses registered and operating in Africa. In fact, family-owned businesses are today recognised as vital participants in, and contributors to, the continent’s economy.
Family-owned businesses face their own set of unique challenges. As they grow and develop, personal relationships between family...
The subject of leading with empathy is a very thought-provoking exercise as it calls for sober reflection anytime we are called to it. It is important for employers today to hire and develop more effective managers and leaders who have the competence of moving their organisations forward during both...
Last Thursday, 6 October 2022, was a memorable day. There was a second Customer Experience Conference taking place at the Labadi Beach Hotel Accra. This follows the first of its kind run last year at the same venue. In attendance were major industry players actively engaged in Customer Experience,...