The CX Africa Experts

Our Blog

There shall be no return to normal: Focal points for the post-COVID customer experience strategy

Many people think that as soon as this crisis is over, they will rapidly return to life before COVID-19. Unfortunately, ...
Read More

Voice of the customer: collecting customer feedback.

Author: Mbinkar, Kpunsa Fomunyuy. This article on the voice of the customer aims at defining what this term means, identifying ...
Read More

What is the Customer Service Bill of Rights?

Defining you customer service strategy is one thing but communicating that position to the customers is another thing all together ...
Read More

How to improve Employee Experience

Employee experience is neglected and relegated to the background in many organizations. Think of a machine with several parts. For ...
Read More

Guide to Customer Expectations

Customer expectations are the desires or anticipations customers have about a brand when interacting with it. It is the anticipated ...
Read More

The Customer Service Code of Conduct

The Customer Service code of conduct is a guide on core values and expected behavior for Customer service professionals developed ...
Read More

10 things every customer-centric organization must do as COVID-19 spreads

By: Mbinkar Kpunsa Fomunuyuy The CDC describes Coronavirus disease 2019 (COVID-19) as a respiratory illness that can spread from person ...
Read More

What is Customer Service?

In this article we will discuss what customer service is all about. This guide brings out the importance of customer ...
Read More

Why Companies continue to have poor service

The need to eliminate poor customer service is no longer news. Many organisations have this as a business objective but ...
Read More

Never tell a customer “how can I help you?”

Help! Are you kidding me? It is amazing how things have changed and how customer’ needs are evolving. Customer Experience ...
Read More

The top 10 things customers hate and how to avoid or resolve them.

This article examines the top 10 things customers hate, things that lead to poor customer service. It also gives the ...
Read More

Cameroon Public Sector Customer Experience: Governments Biggest Failure!!!

It is very common for Civil Servants in Cameroon to give extremely poor customer service to those who visit public ...
Read More

Customer Intimacy : The greatest business secret

To achieve sustainable market shares, companies must embrace a competitive strategy. Treacy, M. & Fred Wiersma, F (2017) describe 3 ...
Read More

Predictive Data Analytics the Future of the Customer Service Industry

The Customer service industry is one of the fastest growing industries in modern business. This could be explained by two ...
Read More