In May & June of 2016, Nendo delivered what is now among Africa's best rated and attended workshops on customer experience in the digital age.

Participants included senior leaders, managers and staff from companies such as Safaricom, Centum, Kimberly-Clark, ICEA Lion, among others.

This January 26/27 it returns at the Southern Sun Mayfair Hotel, Westlands, Nairobi, from 8.30 AM to 4.30 PM.

A 2-Day course for Ksh. 59,999 (Inclusive of VAT)
Groups of 3 or more are entitled to a discount of 12.5%. Groups of 5 or more can unlock a preferential rate and complimentary 45-minute consultancy session with a Nendo strategist after the course.

WHO IS IT FOR?

  • Customer Experience Manager
  • Branding or Marketing Manager
  • Corporate communications professional
  • Public Relations professional
  • Social Media Consultant
  • An Agency Professional

LEARNING OBJECTIVES

  • Create a firm foundational understanding of Kenyan customers online and their behaviour and motivation with local case studies
  • Become equipped with tools to measure your own organisational and team performance at Social Care during and after the course
  • Learn practical ways to manage your online reputation by dealing with two types of customer complaints: those done on social media, review sites and and public platforms as well as those done through private channels e.g. phone and e-mail

MAJOR BENEFIT OR PAIN SOLVER

Discover the case studies of local & regional organisations succeeding & failing at providing customer service online.

Nendo brings years of providing strategic support to clients, examining trends in internet user behaviour in Kenya and across 13 countries in Africa. Mark Kaigwa and the faculty of this course Ngendo Machua and Trevor Kimenye bring an unmatched 25 years of experience in digital media to the table for participants benefit.

CASE STUDY VIDEO OF HELB

The Higher Education Loans Board is an alumnus of Nendo's first workshop. After attending and applying their teachings with Nendo's support, the organisation has won two of the highest national and industry awards in social media: The 2016 OLX Social Media Awards (SoMa) & "Best Communication Strategy" at the ICS Kenya Customer Service Week.

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WHO IS IT FOR?

PRESS





TESTIMONIALS

"Kaigwa was consistently one of our highest rated speakers at our events and brings an engaging approach and insight to participants.”

Matthew Dawes

Director of All Amber (organisers of the Mobile Web Africa conferences)

"Mark Kaigwa is an excellent speaker. He talks on Internet, social media and tends in Africa and Kenya in an amusing and pleasant way."

Dr. Maria Canudo

Assistant Professor in the Journalism and Communication Program at USIU

"Mark is a great speaker and a wonderful person to work with. He goes the extra mile and his interest and dedication for digital and social innovation show not only in his words, but also in his actions. He showed a great level of ability to support participants."

Laura M'Baye

Project Manager, Reach for Change

"Mark & Nendo make tailored the talks to fit the audience. I found that they made them interactive and precise. The work they did at Succeeding at Customer Care Online has helped me a lot in communications and engagements for my organisation and myself."

Kevin Angaya

ICT, Africa Fund for Endagered Wildlife.

“Excellent articulation of marketing issues and overall great delivery of work ideas and concepts.”

Herbert Thuo

Chief Marketing Officer at Virtual City Ltd

“I would recommend Nendo (who) do fantastic trainings on social (media) to understand the statistics out there and to use that information to form your strategy and know where you are going to put (marketing & customer experience) spend.”

Wavi Muigai

Head, Customer Experience & Corporate Communications, HELB

ABOUT THE FACILITATOR

Mark Kaigwa has been described as a digital pioneer and thought leader in Africa’s digital economy. He leads Nendo, a digital strategy and storytelling firm that helps brands create unforgettable digital experiences for their customers. He is a recognised and decorated speaker with a career and work that has won awards and recognition globally. He was recognised among Forbes Africa's inaugural 30 under 30 best young entrepreneurs list in 2013.

Mr. Kaigwa has given guest lectures and taught at business schools across Europe and North America including: The Graduate School of Business at the University of Cape Town (South Africa), HEC (Paris, France), The University of Westminster (London, UK) and New York University (New York, USA).