"How do you get an African to believe in change?" - GotIssuez @ Africa Gathering Nairobi2009
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Mark Kaigwa, Communications Lead at Gotissuez gave a talk on Customer Service in Africa and how Gotissuez is bridging the gap between consumers and companies. Using the question "How do you get an African to believe in change" Mark made the case that African's have been let down by the integrity of the ballot box and the electoral process, so how can they expect change from a suggestion box? He then made the case for the Gotissuez approach that creates a community of problem reporters, thinkers and problem solvers and evolves a culture of reporting and resolving issues. The hope then, is that by also involving companies in the process, we will have an outcome where we can change circumstances for both. How do you get an African to believe in change? You get to them to participate in change.
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"How do you get an African to believe in change?" - GotIssuez @ Africa Gathering Nairobi2009
- 1. www.gotissuez.com mobile.gotissuez.com @gotissuez #gotissuez
- 2. How do you get an African to believe in CHANGE?
- 10. Create Community How do you get an African to believe in CHANGE?
- 12. Evolve Culture How do you get an African to believe in CHANGE?
- 14. Involve Companies How do you get an African to believe in CHANGE?
- 16. Change Circumstances How do you get an African to believe in CHANGE?
- 19. How do you get an African to believe in CHANGE? You get them to participate in change
- 20. The Future...
- 22. Shukrani | Thank you | Asante @mkaigwa Marketing | Social Media | PR @GotIssuez
Editor's Notes
- IntroCopywriter | Filmmaker | Web EntrepreneurYou’ll never have to experience bad customer service alone.Harnessing the power of the social web to engage Africans.Quick pollHow many people think the roads would be better without the traffic police?Web, Mobile enabled, tweet on-the-fly
- An audacious questionWhat do I mean?Do you believe in change? Definition – to cause to make different, to cause a transformation.Do you believe in that. Period.Context: Your customer experience.Africa’s been referred to as “The Dark Continent” before. What are some reasons for this?A more important question we might need to ask besides what’s been stated is whether as Africans and as a continent, we listen.Are we a listening continent?Audacious enough for GotIssuez to try and be a part of the solution. I’ll tell you how.
- Impunity, human rights abuses, corruption, fraudRepeated exposure = a deaf ear to criticism?We are a country of complainers. Wallace from Project Amani.Are we ready to listen, let alone act? Talk, talk, no action? Soon I stop listening.When we act – We turn violent.Case & Point: 2007 Post Election Violence. 2008 KCSE School Riots. What channels exist in which one can be heard?What about companies in Africa? Large, small & medium enterprises.Adopted the culture and are ‘blending in’
- Elections time. You’re one vote can make a change. You have the power. You have the numbers. You can bring about change.Plenty of promisesMan of the people type storiesBribing, corruption, election fraud“Dialogue”Conflict Resolution – between the leaders, between the top dogs, no voice for you. I speak for you.Where did your voice go? Where did your vote go?No change. Accountability? Nope. Repeat until [someone changes the system]We’ve become accustomed to complaining about ourselves, our issues in society expecting no real or lasting resolve. Expecting no one to listen, and certainly no one to do anything about it.This mistrust and uncertainty behind the ballot box has led to a total disregard for the suggestion box
- Customer is King.Long live the customer.The customer is always right.What guarantees a good customer experience? Are companies listening?Are companies doing anything with their feedback?Who’s doing the checking? Who’s keeping each side informed on what’s going on?Access Kenya’s Kris – You don’t need a techie to come over to fix every problem.The suggestion box is obsolete.
- Customer is King.Long live the customer.The customer is always right.What guarantees a good customer experience? Are companies listening?Are companies doing anything with their feedback?Who’s doing the checking? Who’s keeping each side informed on what’s going on?Access Kenya’s Kris – You don’t need a techie to come over to fix every problem.The suggestion box is obsolete.
- So who’s going to listen to me?I got issues.I got issues with Nairobi Water, Kenya Power, Access Kenya, Who’ll speak up for me? Who will amplify my voice? Where can I turn to?Is there any hope for an African who wants change?
- Barack!Change personified.Oh wait, he’s African, but he’s not in Africa.So what now?
- There is hope! There is GotIssuezQuestion: How do you get an African to believe in change?Answer: You get an African to participate in change.Barack said – “Change begins with me, I am the change I’ve been waiting for.”In a sentence - GotIssuez is where Africans Rant, Rate and Resolve Issues for Rewards.Speak mind on Phoney Products, Substandard Service Delivery and Bogus BrandsThere are 4 things we’re doing to help Africans participate in change.