STRATEGIES ADAPTED BY MEDIA INDUSTRY IN KENYA TO MANAGE CUSTOMER SERVICE QUALITY



The royal media services, the nation media group and the standard media group have put strategies that will help them to be managed effectively. For example socially they have put different strategies in that they have a diverse content that is well balanced and customer tuning to any of their carefully tailored radio station is guaranteed to have a good experience basing on the fact that their station cover the major local dialects. A customer is guaranteed of different programs when they tune in to their television or even read the news papers . They are programed in such a way that they consist movies, local news, International news. Inspirational programs , religious programs, music and sports. This measures on what the customer is willing to read or watch and at what time. They give a little bit of everything to suit different lifestyles.
Under economic, the RMS ,NMG AND SMG have employed young, knowledgeable and sasy employees so as to be able to capture new customers and retain old clients. The employees are able to deliver what the local listeners and readers want. From their dressing styles, how they deliver ideas which is different from their competitors  . By having the knowledge of their employees RMS, NMG and SMG are able to always come up with new first ideas in the market and also they are able to keep in touch with consumers and satisfy their change in tested. The NMG, the SMG and the RMS have tried to minimize the cost of acquiring news programs abroad. For example the RMS have selected news content from Al Jazeera and CNN instead of having the whole news program from the international news channels which come at cost. Through such ways RMS is able to source quality international content but at a cheaper rate. This is also in family programs like soap operas, where they source Mexican soaps cheaply from Mexico producers.

The RMS, NMG and SMG have also adapted the use of the latest technology. This latest technology enables their programs to be of greater quality and clear. This has helped this organization to achieve competitive advantage . This is because they have been able to get new customers and retain old ones.

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