CX Zone Newsletter #4

With Love, CX Zone Team!

Guess who is back? We are revving up for another year of delivering great CX content
with the first edition of the CX Zone newsletter for 2024!

A massive thank you to all of you who continue to engage with our content. Your
feedback fuels our passion, and this year, we want YOU to be part of the journey!

Share your ideas for future topics and help us make the newsletter even more relevant
to your needs. Dive into this edition packed with insightful articles and resources to
elevate your CX expertise. We know you will enjoy it!

GOSSIPY NAILS: A LESSON IN CUSTOMER SERVICE

Women are known for their expressive nature, especially when it comes to discussing others. It is almost a given that where two or three women gather, there is bound to be gossip.

On a sunny Saturday, like most weekends, I set out to run errands. I headed to the mall,
hoping to get everything I needed in one place, including a visit to the salon. While it
was not my usual spot, time constraints led me there. Little did I know, I would leave
with a memorable customer experience.

Upon arrival, I was warmly greeted by a nail technician and promptly attended to.
However, I could not help but notice the hairstylists engrossed in a conversation about a regular customer who seemed perpetually dissatisfied with their work. As they vented their frustrations, I could not resist leaning in to listen further. Even the nail technician joined in, sharing her own experiences with the customer. It left me contemplating whether becoming a regular here would result in my character being unfairly judged or settling for subpar service. I silently resolved that this visit would be my last.

Just as I was finishing up, the very customer they were gossiping about approached me
with a smile, asking if I was also a patron of the salon. I confessed it was my first visit,
and we exchanged brief pleasantries, agreeing to catch up later. As she walked away, I glanced at the faces of the three gossips. To my amusement, two of the hairstylists had vanished into thin air, leaving the nail technician alone. Her bewildered and embarrassed expression mirrored Akon’s “Lonely,” and despite her attempts to salvage the situation, she could not bring herself to apologize. Though she offered me extras for my next visit, I politely declined, settled my bill, and left, hoping she had learned from the encounter.

While quality products and a welcoming environment are crucial for service
delivery, it is the staff that truly make the difference. Professionalism should never
be compromised, and all employees must undergo thorough training. It was evident
that this salon lacked such training, as their staff felt comfortable gossiping about
a customer while attending to another. Without clear guidelines, chaos ensues.
Establishing a service culture requires deliberate planning and ongoing training for all employees. Businesses must define and document service quality standards, and above all, recognize that customer feedback, whether positive or negative, is invaluable.

In the end, I decided not to divulge what they had said about my colleague. Instead,
we now meet at a different salon to discuss nail colours and hairstyles, free from the
distractions of idle chatter.

Joelle Boakye-Boateng
Service Quality Analyst,
CalBank Plc.

CX Spotlight

The success of Customer Experience (CX) hinges on passionate individuals who
champion the cause across industries and locations. Strong support systems and
partnerships are crucial for driving long-term CX excellence.

In this spotlight, we celebrate CX champions making a real-world difference. This edition features Adel Afele-Gavu (Founder of Senadel Consult) and Stephen Essien (Group Chief Commercial Officer for Jibu and Founder of Evolution Consult). Their dedication and success stories will undoubtedly inspire you.

Read on and discover their impact!

Follow the link to access their impressive profiles

CX Tip

• Set clear expectations!

To ensure consistent delivery of excellent service, it’s vital to define what “excellent
service” means for your team and customers. This involves creating written standards for communication, response times, and problem resolution. Once established, implement measures to assess adherence to these standards.

Rave Review !

The Service into Experience training proved to be an incredibly transformative experience for me, shifting my focus from mere customer service to a holistic customer experience approach.

The session was exceptionally enriching and enlightening, broadening the horizons and deepening the understanding of all involved regarding the significance of prioritizing customer experience. The training fostered a collective realization that customer experience isn’t just about individual interactions but encompasses every facet of the organization, driving loyalty at every touchpoint.

As a result of the training, I am not only enthusiastic but also fully prepared and eager to embark on the journey towards enhancing customer experience. CXP Ghana, the organizers of the Service into Experience training deserve commendation for orchestrating such a valuable and impactful session, which left everyone appreciative and motivated for the journey ahead.

Ed Okai Madjanor,
Client Experience Consultant, First National Bank Ghana

Introducing James Mills!
With extensive experience in diverse fields like telecom, finance, and heavy machinery,
James Mills boasts nearly two decades of expertise in Customer Experience. Throughout his career, he has played a key role in building and managing customer-centric departments for various organizations.

This includes overseeing inbound and outbound call centers, quality assurance, training, and support functions. James’s skills extend beyond operations, encompassing soft skills training, vendor management, and customer incident management. He consistently focuses on improving service delivery across all touchpoints, ensuring a seamless customer journey.

Currently, James leads Harp Mills Consult, strategically guiding the consultancy towards providing specialized and customized customer experience solutions. This translates to helping businesses enhance customer experience and implement transformation strategies that drive sustainable growth.

Notably, James holds a certification as a GRID Method Trainer and possesses an impressive educational background, which includes an EMBA, a BSc. in Accounting & Information Systems, and a license as a counselor. This blend of expertise positions him as a valuable asset in the customer experience landscape.

Introducing Brenda Adjoa Fugar!

Brenda Adjoa Fugar epitomizes exceptional customer service in the banking industry. As a Service Specialist at First National Bank with over 13 years of experience, she has mastered the art of understanding unique client needs and delivering personalized solutions that exceed expectations.

What sets Brenda apart is her ability to forge lasting relationships built on trust, confidence, and mutual understanding. Her warm demeanor, active listening skills, and genuine care create an environment where clients feel valued and supported throughout their financial journey.

Colleagues and clients alike marvel at Brenda’s professionalism, problem-solving abilities, and unwavering commitment to upholding the highest standards of service. Her extensive knowledge and natural empathy allow her to provide tailored solutions, making her an invaluable asset to First National Bank. In an industry where exceptional service is paramount, Brenda Adjoa Fugar exemplifies customer-centric banking at its finest, inspiring all with her passion and dedication.

New Members Welcomed and Empowered at “Join and Thrive” Session

The first group of new members for 2024 kicked off their journey with the “Joined and Thrive” session held on February 8th, 2024. This monthly engagement aims to equip new members with the knowledge and resources needed to maximize their membership benefits.

The session provided a platform for the executive body to introduce themselves and for existing members to share their positive experiences. Participants were encouraged to submit their profiles and photos for upcoming member announcements and to actively participate in the mentorship program starting that month. This one-hour session set a positive tone for further engagement and connection within the organization’s closed member page.

Maiden Coffee Chat

CXP Ghana successfully hosted its inaugural “Coffee Chat,” a virtual Twitter Space discussion centered on pressing customer experience (CX) topics. Held on Friday, February 23rd, 2024, the interactive session tackled the intriguing question: “Are Customers Taking Advantage of Social Media to Hold Businesses to Ransom?”

Diverse Perspectives Fuel Engaged Discussion: Moderated by Ms. Mandy and Ms. Nutor, the session featured valuable contributions from various stakeholders. Ms. Adwoa, representing businesses, shared her perspective on navigating customer complaints expressed on social media platforms. Ms. Mawuena, representing the customer perspective, emphasized the importance of businesses fulfilling their promises and responsiveness to concerns. Additionally, thoughtful insights from other participants enriched the discussion with diverse viewpoints.

While the session acknowledged the power of social media in holding businesses accountable, it ultimately emphasized the need for collaborative solutions.

By the end of the discussion, all participants agreed that:

• Businesses have a primary responsibility to deliver on their promises, be responsive to customer feedback, and take ownership of any issues that may arise.
• Customers can foster a more positive environment by providing constructive feedback and allowing businesses the opportunity to address their concerns.
• Social media, when used responsibly, plays a crucial role in maintaining transparency and encouraging positive CX practices.

CXP Ghana’s inaugural “Coffee Chat” served as a valuable forum for open dialogue and collaboration between businesses and customers. This initial session paves the way for future discussions aimed at fostering a future of responsible and mutually beneficial engagement within the Ghanaian market. Watch out for the next edition.

CXP Ghana Celebrates International Women’s Day with Inspiration and Inclusion

CXP Ghana rose to the occasion for International Women’s Day, embodying the theme “Inspire Inclusion” through a range of impactful activities. The organization celebrated and empowered women within their community, fostering a spirit of solidarity and support.

The day kicked off with a powerful message. Male executives of the association directly addressed female members, expressing their appreciation for women’s contributions, and acknowledging their struggles. Importantly, they pledged their ongoing support to ensure women feel valued and included.

Members further demonstrated their commitment to the cause by participating in a symbolic group photo. This powerful image served as a testament to their collective stand for women’s empowerment.

CXP Ghana underlined its dedication by offering special membership discounts throughout International Women’s Day, making participation within the organization more accessible for women.

To celebrate the multifaceted experiences and achievements of women, CXP Ghana hosted a dynamic “Spoken Word Challenge.” This initiative provided a platform for individuals to submit video entries featuring original spoken word pieces.

CXP Ghana’s International Women’s Day celebration transcended a single event. It served as a powerful catalyst to inspire inclusion, acknowledge the contributions of women, and create a lasting impact on their advancement within the organization.

The first training of the year, “Service into Experience,” took place as an in-person session on February 17th, 2024.

This engaging workshop aimed to equip participants with the foundational knowledge to transition from a customer service mindset to a customer experience focus. Through interactive sessions, participants gained a solid understanding of key CX concepts and terminology. The training also provided valuable exposure to the diverse skillsets needed to deliver exceptional customer experiences.

Running approximately six hours with refreshment breaks, the session generated a positive buzz among attendees. Participants reported feeling enthusiastic and confirmed that the training met their expectations.

Looking ahead, the momentum continues with the upcoming “CX Fundamentals” course scheduled for April 20th, 2024, from 9 am to 3 pm. This course delves deeper into the core principles of CX, illustrating how they can be strategically implemented within your organization. From crafting a winning CX strategy to developing actionable insights and demonstrating measurable results, “CX Fundamentals” empowers individuals and teams to champion a customer-centric approach.

For further details or to indicate your interest, please visit our website or get in touch with us at the following address: akwaaba@cxpghana.com or call us on
+233 55 276 0129.

Share yours with us…

According to a study by Salesforce, 73% of customers say that valuing their time is the most important aspect of customer service. Customers appreciate being treated with respect and efficiency.

Let’s find out if you can answer these questions.

1. What unexpected factor can significantly impact customer experience?
2. Which iconic theme park holds a daily competition where employees nominate fellow cast members who have gone above and beyond for guests?

You can go to the bottom of the newsletter to view the answers.
Hey, do not peep first!

About CXP Ghana Membership

I am already in the WhatsApp group. Does that make me a registered member?

• There are two main pages. One is a general page for all subscribers that is those who are interested in CX but are yet to fully register while the main page is strictly reserved for fully registered members.

How can I become a fully registered member?

• You can visit our website www.cxpghana.com and register for your qualified category.

How do I know which category to register for?
CXP Ghana offers tiered memberships:

• Associate: Open to non-certified professionals with 5+ years of relevant experience (marketing, PR, HR, etc.) or in customer experience itself.
• Premium: Exclusively for fully CXPA-certified customer experience professionals.
• Affiliate: Designed for university students with an interest in customer experience.

What happens after I register?

• You will receive an automated email with further information and a link to join the official WhatsApp pages. You will later be assigned a mentor and have access to the benefits for members.

What benefits come with membership?

• Boost Your Career: Mentorship program, CCXP certification guidance, and advancement opportunities.
• Network & Shine: Gain visibility, connect with peers, and volunteer for recognized programs.
• Stay Ahead: Access exclusive resources, webinars, and discounted events.
• Premium Perks: Enjoy an exclusive member community and targeted resources.

I have paid but still have not been reached out to nor assigned a mentor.

• Oh no! That must be a glitch and we apologize. Kindly reach out to us on +233 55 276 0129 and we will rectify this.

What if I do not want a mentor?

• We highly recommend participating in the mentorship programme as it allows you to network and get to understand the practical side of CX. It is however not compulsory, and you can opt out.

I am an experienced CX professional and do not need a mentor.

• We would love to work with you to groom others. Consider becoming a mentor as well. Reach out to us on +233 55 276 0129 for a discussion.

We are always here to provide information and support, so if you have any other questions or inquiries, feel free to reach out to us through our contact channels.

Newsletter Team

Isaac Twumasi-Quantus
Joelle Boakye-Boateng
John Peter Dadson
Amanda Akushie
Yvonne Quashie

If you are interested in becoming a part of the team, please reach out to us at akwaaba@cxpghana.com or call us on +233 55 276 0129.

Final words…

Thank you for reading the CX Newsletter! We appreciate your feedback and suggestions for future topics. Your input is valuable to us as we aim to deliver valuable content. Best regards, CX Zone Gh Team.

For more information, please contact us at
akwaaba@cxpghana.com or call us on +233 55 276 0129.

CX Quest Answers

1. Temperature! Studies have shown that customers are more likely to spend money and have a positive experience in stores with a comfortable temperature.
2. Disneyland! This initiative, known as the “Disney Traditions Award,” recognizes exceptional customer service and reinforces the company’s commitment to exceeding guest expectations.