WELA Week

“The Master said, Govern the people by regulations, keep order among them by chastisements, and they will flee from you, and lose all self-respect. Govern them by moral force, keep order among them by ritual, and they will keep their self-respect and come to you of their own accord.” ~ The Analects of Confucius

If you are an entrepreneur, join me as I dissect the topic “Executing a Leading Edge Service Strategy for Your Organisation - A Service Design Masterclass”

Transforming your service delivery is a dilemma worth solving!

What do all the following firms have in common?

Jumia, Konga, DHL, Alibaba, Amazon, Google, Facebook, WeChat, Metro Bank, GTBank, Sterling Bank, ING Direct, FNB, MTN, Airtel, Glo, Swift Network, Spectranet, Smile Communications, Safaricom, Jobberman, Jevenik, Azmera Restaurant, The YOLO Group, Java House, Dominos Pizza, KFC, The Place, Jevenik, Tastee, Mr Biggs, Suya Merchant opposite Eko Hotel, Yahuza, Starbucks, MacDonalds, KFC, Golden Corrals, FilmHouse, Silverbird Galleria, Disney, Nairobi Serena Hotel, Sarova Hotel Kenya, Eko Hotel, Former Renaissance Hotel (Ikeja GRA), Ibis Hotel, Marriott, Ritz-Carlton, Airbnb, Burj Khalifa, Total Nigeria, Total Kenya, God is Good Motors, Africa World Airlines, RwandAir, Dana Air, Emirates, Qatar Airways, United Airlines, Delta Airlines, Virgin Atlantic, Aero Contractors, Azman Air, Simon Outlet Malls, Nakumatt, IKEA, Lego, Zara, Coursera, Apple, Globe Motors, Stallion Motors, Germaine Motors, CleanAce Drycleaners, Garment Care Drycleaners, Slot Systems, Joy FM, Capital FM Kenya, Guardian UK, Airbnb, Uber, Taxify, Changi Airport, Dubai Airport, Cedarcrest Hospitals and Your Organization.

1) These are fiercely competitive firms in industries where sometimes margins are low, there is little product differentiation and customer switching cost is low.

2) Their challenge is to ensure that they continually deliver a seamless experience for their customers across a plethora of channels using a multi-generational workforce that are under-motivated and work with limited resources.

During the masterclass, we will dissect key service strategy and implementation case studies from these and other firms.

Using a proven framework, you will:

1) objectively diagnose the state of service in your organization, including people and process gaps, pain points, bottle necks, and missed opportunities.

2) design the ideal customer experience journey - that delivers bottom line impact.

3) develop a service excellence implementation roadmap - that is sustainable whether you are there or not.

For a deep dive into these and more, join me and amazing entrepreneurs at the 2019 WELA Masterclass holding on Thursday, 21st March 2019 at Radisson Blu Anchorage Hotel, Victoria Island, Lagos.

If you are an entrepreneur in Nigeria and are yet to register, click bit.ly/WELAWeek to do so now.

It is completely FREE as the wonderful alumni of the China Europe International Business School (CEIBS) Africa Women Entrepreneurship and Leadership for Africa (WELA) Programme have paid for you.

Indeed, in the spirit of , it is also open to male entrepreneurs!

Click bit.ly/WELAWeek to register now.

Please share if you believe in female entrepreneurship!

WELA Week Event Registration Event Timing: March 21-23, 2019 Event Address(es): Civic Centre; Raddison Blu Anchorage Contact: [email protected]