John Nalianya: A supportive workplace will spur staff to go the extra mile Guest Blogs 16 min ago Listen

Constant work While the airline values the recognition, Kenya Airways, like its peers, is still working toward improving its customer experience by using customer feedback to show where the work remains.

In the airport case, different entities must also work together to create that wow experience at all customer touch points, be they at Immigration desk, security checkpoint or customs clearance area.

This year’s Customer Service Week, themed “The Extra Mile,” rightly recognises frontline employees who carry much of the daily responsibility for serving customers.