How Shamim Nalwadda Built Sheran's Customer Ignited Into a Multi-Million Business in Uganda

Are you a business owner, corporate leader, or someone with a story others need to hear? We'd love to feature you on our show! Contact us today via WhatsApp at +1 469 278 1138 or call +256 704 233 306. In this episode of CEO Insights Uganda, we discuss one of the biggest silent killers of Ugandan businesses—poor customer service. Many companies don’t realize they’re losing customers until it’s too late. But what if fixing this one issue could double your sales and elevate your brand? Our guest, Shamim Nalwadda, CEO of Sheran's Customer Ignited, has helped countless Ugandan businesses stop losing customers and build a loyal client base through powerful customer care strategies. She’ll answer pressing questions like: Is the customer really king, or have we been getting it wrong all along? How is poor customer service secretly damaging businesses in Uganda? Shamim also reveals the biggest customer service mistakes in various sectors—and how YOU can avoid them. If you’re running a business in Uganda or as an African entrepreneur abroad, this is an episode you simply can’t afford to miss! You can reach Shamim directly on +256787866770 *Episode Chapters* 00:00 Intro 03:45 On the company's USP 05:38 On customer care in the Banking sector 13:48 On customer care in Businesses 23:56 On customer care in the Education sector 32:44 On her most intriguing customer experience 38:40 On the practice of going away on company retreats for customer service training sessions 45:45 On the 4 pillars of customer care 53:45 On the common challenges Businesses face while transitioning to better customer care practices 01:02:00 On the business sector that needs the most improvement in customer care 01:04:08 On what students say about their customer experience in schools 01:13:33 On what staff say about their organizations' internal customer service practices 01:17:40 On the role of technology in customer care 01:22:56 On what the organization leadership say about their company's'' internal customer service practices 01:26:33 On inter-departmental cooperation in organizations 01:36:30 On the question of organizations needing ongoing customer service training 01:41:38 On customer care vs organizational culture 01:47:20 On businesses currently offering good customer care in the country 01:54:43 On the challenges she's faced running the organization, as a Muslim and as a lady *CEO Insights Uganda with Herbert Rwabugahya is Uganda’s number one podcast.* As the most watched and fastest growing podcast, it is consistently ranked as the best Ugandan podcast, bringing the country's business landscape to life with powerful storytelling, real-life insights, and raw success stories. Dominating across YouTube, Spotify, Apple Podcasts, and all major streaming platforms, CEO Insights Uganda has redefined the landscape for anyone searching for a Uganda podcast, podcasts about Uganda, or the best podcasts in East Africa. Whether you're searching for a Ugandan podcast, exploring podcasts about Uganda, or trying to discover the most relevant podcasts from Kampala, CEO Insights Uganda is your trusted source. This isn’t just another business podcast in Uganda—it’s a dynamic space where leaders, builders, and visionaries across every sector share their stories. From high-level CEO interviews in Uganda to deep dives with founders, investors, politicians, creators, and cultural icons, we go beyond the headlines to explore the real stories shaping Uganda’s business, politics, innovation, and society. Each episode offers a masterclass in leadership, entrepreneurship, resilience, and smart strategy, whether you're curious about real estate podcasts in Uganda, startup journeys, or how top brands in Uganda were built. If you’ve ever searched YouTube for terms like Lynn Ngugi show, The Diary Of A CEO podcast, The Ugandan Boy Talk Show, how to Start a Business in Uganda, or The Ugandan Podcast, you’ve just found your new favorite show. We don’t just talk about success—we unpack it. Expect candid discussions about challenges, breakthroughs, and decisions that have shaped some of Uganda’s most influential lives. CEO Insights Uganda is also among the most trusted Uganda news podcasts and politics in Uganda podcasts, often spotlighting public leaders and game changers driving the region forward. Filmed in Kampala but watched across Kenya, Rwanda, Tanzania, South Sudan, the UAE, the UK, and the US, CEO Insights Uganda is a pan-African platform with global reach. Whether you're a student, entrepreneur, policy thinker, or just passionate about Uganda’s transformation, this show gives you the rare, raw, and real stories that define East Africa’s future.