19th-Feb-2026 • Sheldon Cooper • SME Customer Insights
In the dynamic world of SMEs, understanding and engaging with customers is paramount. By tapping into valuable customer insights, you can make informed decisions that propel your Kenyan business forward. Let's delve into key findings and recommendations to enhance your customer relationships.
According to the Kenya National Bureau of Statistics (KNBS), SMEs contribute significantly to Kenya's GDP, accounting for over 98% of all businesses and employing around 70% of the workforce. However, understanding who your customers are can be a challenge.
Data from Lipabiz Technologies reveals that customer preferences in Kenya lean towards digital solutions, with mobile payments being particularly popular. By offering seamless digital payment options, you can cater to this growing demand and provide a more efficient service.
Personalized experiences create loyal customers. Use customer data to tailor your services or products according to their preferences. For instance, if a customer frequently purchases children's clothing, consider offering discounts on related items or sending exclusive promotions for family-focused events.
Actively listen to customer feedback. This can be through direct communication, social media platforms, or reviews. Address their concerns promptly and make necessary adjustments to improve your services or products. By demonstrating that you value their input, customers are more likely to remain loyal and recommend your business to others.
Technology can help SMEs gain valuable customer insights and streamline their operations. Solutions like Lipabiz offer a comprehensive business management platform that integrates payment services, inventory management, CRM tools, and more. By harnessing these capabilities, you can better understand your customers' needs and improve their overall experience.
By understanding your customers' behavior, preferences, and feedback, you can create a tailored approach that fosters loyalty and encourages growth. Leverage technology to gather customer insights and streamline your operations, ultimately propelling your Kenyan business forward.
