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Post-Covid-customer-experience

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, ...
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voice of the customer

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 ...
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Customer bill of rights

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 ...
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employee experience

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 ...
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Guide to customer expectations

Guide to Customer Expectations

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

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

We are the Africa Customer Experience Experts.