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“Trust is built with consistency” – Lincoln Chafee

 What does it take to sustain customer experience excellence?
 Is there need to focused on not only raising CX excellence but ensuring sustainability?
 Is customer trust in your organizations built on sustainably consistent customer experience
excellence?

Experience excellence is not only a persistent journey that requires commitment, focus, and effort – it is not a destination. ICX- Kenya is very pleased to have run the National Customer Service Week theme for the year 2018: Sustaining Customer Experience Excellence that served as a buildup from the 2017 theme Raising Customer Experience Excellence. The National theme was also been inspired by the global customer service week theme ‘Excellence happens here’

‘Raising Customer Experience Excellence’ stimulated organizations that participated in Customer Service Week 2017 to go beyond service delivery and anticipate, meet and exceed customer expectations. Participating organizations in alignment with ICX Kenya engaged the Kenyan customer on the need for a shift from service to experience excellence.

This year, ICX Kenya enthused organizations to take their service strategy one step higher by holding sustained activities to keep experience excellence top of mind through year-long relevant activities that could begin before October and find their climax during the Customer Service Week celebrations – CSweek2018. Conversely, companies could choose to initiate activities during Customer Service Week and sustain them through the coming year.

Sustaining Customer Experience Excellence – #SustainingCXExcellence is critical in today’s increasingly competitive environment and is desirable for organizations to embrace this theme beyond Customer Service Week and tie it to their strategic objectives and implementation plans.

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I was running late for the study tour at KCB which was meant to start at 9.00 am. On my way I bumped into Riham Taib – Customer Rewards and Loyalty Manager at CBA bank. We had a small chitchat as we were shown to the venue by the security guards at KCB Bank. Service surely does start from the door as the guards meticulously did their security checks and gave us our tags, granting us entry into the Magnificent KCB.

On arrival at the venue on 4th Floor, we are warmly welcomed by Diana Othieno, Retail Service Experience Manager. The training room was full of Customer Experience Champs from different institutions. They were all smiles and warm as is custom of Customer Experience persons. Talk ensued as we caught up with the happenings in the industry over some tea and snacks.

The session kicked off with an introduction from Ms. Benta- Board representative at ICX. Her job was really to reiterate the importance of Customer
Experience as a whole and gear members and non-ICX members up for the upcoming ICX conference.

The Entire KCB Customer Experience team went ahead to introduce themselves. Very pleasant people I must say. The main session was conducted
by Diana Othieno and Oliver Sang- Channel Experience Manager. Now Oliver was all kind of interesting. But the main talk and discussion was around social media management.

Some take outs from my end:
Training is Key : Keep up skiling your staff on new products and new happenings within the institution/company.
Give your audience Dopamine : Feel good reasons as to why they should stick with you.

Read more from the CX Connect Volume 18 Newsletter Read more  

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