CX Zone Newsletter #5
Back with More Love!
Let us be honest – this year hasn’t exactly been a walk in the park. But through it all, you have shown incredible strength and resilience. Even amidst life’s curveballs, you manage to tackle challenges with finesse and keep smiles on our customers’ faces. That’s something to celebrate! We are raising a metaphorical glass to all of you for making it this far. And to keep the momentum going, we have got another fantastic content prepped for your reading pleasure.
If you have an amazing idea for something you would love to see featured, reach out and let us know. Your innovative suggestions are what keep things fresh and exciting.
Here’s to a second half of the year filled with laughter, success stories, and creative sparks!
Love from all of us!
When Customer Information Becomes Information Overload!
We’re living in the golden age of data, where information is the new currency. Service industries, from telecom giants to financial institutions, are mining customer data for strategic insights and targeted advertising. But as consumers, we’re drowning in a sea of notifications. Our phones buzz incessantly with product pitches, holiday wishes, transaction alerts, and advice – a never-ending stream of “important” messages.
Recently, my phone pleaded for mercy: “SMS memory full.” Reluctantly, I began the tedious task of decluttering. What I discovered was alarming. My telecom provider bombards me with an average of two messages daily, mostly pushing products. That’s 14 weekly, 52 monthly, and a staggering 672 annually – and that’s just promotional content, not including transaction alerts!
My inbox is a hodgepodge of generic well-wishes, from “Happy Father’s Day” (I’m not even a man!) to religious and national holiday greetings. A conservative estimate suggests 85% of these messages are utterly irrelevant to me.
Frustrated, I called customer care, hoping to stem the tide. Their response? These promotional messages are inexplicably tied to my mobile money alerts. Opting out means losing critical transaction notifications. It’s a classic case of digital arm-twisting.
A colleague, overhearing my exasperation, shared his own story of receiving Mother’s Day wishes from his insurance company, bank, and telecom provider. I, too, had been on the receiving end of misplaced Father’s Day greetings.
To add insult to injury, these messages often materialize as intrusive pop-ups, derailing your focus mid-video or mid-task. Even dismissing them doesn’t banish them – they lurk in your inbox, waiting to be dealt with later.
So, where do we draw the line between valuable customer information and suffocating information overload? Yes, companies need to advertise their products and make customers feel valued. But surely there’s a better way?
Can we usher in an era of truly personalized communication?
Imagine:
• Father’s Day wishes sent only to men, Mother’s Day greetings to women
• Messages addressed to “Sarah” or “John,” not “Dear Cherished Client”
• Religious holiday wishes tailored to individual beliefs
What’s the sweet spot between keeping customers informed and respecting their digital peace? How can companies strike a balance between effective communication and invasive spamming? It’s time we had this conversation.
What are your thoughts on taming the information tsunami?
Joelle Boakye-Boateng
Service Quality Analyst,
CalBank Plc.
CX Spotlight
Building exceptional CX requires a village, and a strong support system fostering collaboration. Think of it as the cooperative spirit of Susu collection, where neighbors come together for mutual benefit. That’s where robust partnerships and systems become crucial for long-term success.
In this edition, we celebrate two Ghanaian luminaries: Dr. Birago Antwi-Agyei, the Assistant Commissioner at the Ghana Revenue Authority, and Issaka Ibrahim, Chartered Global Investment Analyst and General Manager of Metropolitan Pensions Trust Ghana. Their unwavering dedication and inspiring journeys will undoubtedly leave a lasting impression.
Intrigued to learn more about their impact? Delve into their stories for inspiration.
Make them Feel Good!
Customers are emotional beings, and their decisions are often influenced by how they feel during an interaction. Build stronger connections and loyalty by strategically designing experiences that trigger positive emotions.
Here are some ways to do this:
• Empathize: Understand their needs, and show you care.
• Surprise & Delight: Upgrades, personalized touches, handwritten notes.
• Storytelling: Connect with brand values, success stories, and community.
• Anticipation: Build pre-launch buzz and offer exclusive access.
• Celebrate Milestones: Acknowledge special occasions and achievements
Where Does the Customer Experience Start and End?
I recently visited the bank and experienced a situation that left me questioning the boundaries of customer service. I drove into the bank’s parking lot, hoping to find a spot quickly. Unfortunately, it seemed everyone else had the same idea. After a few frustrating circles, I finally snagged a space and headed towards the entrance.
Suddenly, a security guard came running up, his voice booming, “The place you parked is reserved for the Manager!” Bewilderment washed over me. Here I was, having just spent ages navigating a crowded parking lot, and now this?
Three questions bolted through my mind:
• Where was this guard when I needed help finding a spot?
• If he had been more attentive, wouldn’t I have avoided this whole situation?
• Why couldn’t I use the Manager’s spot if it was the only one available?
Determined to remain calm, I politely asked, “Where would you suggest I park then?”
His answer? “The whole place is full, but you can’t park in my boss’ spot.”
Internally, I questioned his logic. This designated space was clearly meant for one person, and currently, that person was nowhere to be seen. “Is your boss around?” I inquired.
“Out for a meeting,” he confirmed.
Just as I was about to move my car, another driver pulled out, creating a new vacancy. Incredibly, the security guard insisted I relocate to that space. With a sigh, I obliged, finally settling into the newly available spot. All told, 27 minutes had vanished dealing with this parking fiasco.
Stepping into the bank, a stark contrast awaited. The customer service rep I encountered was efficient and friendly. My transaction was completed in under five minutes. The atmosphere inside was bright and welcoming, the staff was impeccably dressed and courteous. Every interaction was punctuated with a smile and a “please.”
In less than ten minutes, I was walking back out. Glancing towards the entrance, I saw the same security guard, now engaged in a heated argument with another driver. This time, I noticed his uniform wasn’t as crisp as those worn by the staff inside. His hair was dishevelled, his expression stern, and his tone lacked any friendliness. Could this explain the difference in our encounters?
Back in my car, I received a text from the bank requesting my feedback on my customer experience. Interesting, right? It made me wonder: where exactly does the customer experience begin, and where does it end?
Stanley Awalime
Customer Support (Operations)
Kofa Technologies Ltd.
Rave Review !
I recently had the privilege of being part of the CX Pro Training which has left a profound impact on my approach to customer experience. The program was not only insightful but also incredibly valuable in equipping me with the skills and mindset needed to deliver outstanding customer experiences.
The training sessions were highly interactive and engaging. Through group discussions and case studies, I had the opportunity to apply newly acquired skills in a supportive environment, which significantly boosted my confidence.
Esther and her team of experts were knowledgeable and experienced in customer experience management. They shared practical insights, real-life examples, and best practices that were relevant and applicable to my role, enriching the learning experience.
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.
Nana Serwah Boateng – Poku
Unit Head – Service Delivery
Zenith Bank Ghana
Introducing Darlene Edem Glover!
Darlene has over the years worked in the financial services sector in sales, marketing, customer relations, and customer service from the automobile industry to banking and now insurance for over 12 years.
She blends her passion, expertise, and talent for building strategic collaborations with her years of experience to provide exceptional customer service. She is an Associate Member of Customer Experience Professionals (CXP Ghana). She holds an MSc in International Development (Poverty, Inequality & Development) from the University of Birmingham (UK) and a BSc Business Administration in Marketing from Central University College.
Announcing This Year’s Annual Conference:
“Citizen Experience – We Are All Customers”
We are excited to officially announce the date for this year’s annual conference, which will be held on October 11th, 2024, at the Labadi Beach Hotel. The theme for this year’s conference is “Citizen Experience: We Are All Customers,” highlighting the importance of exceptional service delivery across all sectors in the country. Whether you’re in marketing, sales, business leadership, or directly interacting with customers, this conference is for you!
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.
The agenda will feature a variety of engaging sessions, including keynote speeches, panel discussions, and case study presentations. Our speakers will focus on driving exceptional citizen experiences within both government and corporate sectors.
Registration details, including ticket options and early bird discounts, will be announced soon. Stay tuned to the CXP Ghana website (https://cxpghana.com/) and our social media pages for updates!
We’re also inviting forward-thinking companies and organizations to join us as sponsors and partners.
We offer a variety of sponsorship packages tailored to different needs and budgets, including:
• Diamond, Platinum, and Gold Sponsorships: Gain prominent brand visibility, speaking opportunities, and exclusive networking access.
• Spotlight Sponsorship: Host a dedicated session showcasing your expertise and engaging directly with attendees.
• Vendor Sponsorship: Connect with attendees in a relaxed setting, fostering brand recognition and building relationships in our Vendor Hall.
• Media Partner: Expand your reach through advertising and promotional opportunities within the conference.
We look forward to seeing you at the conference!
Empowering CX Champions – CX Fundamentals Course
On April 20th, 2024, we hosted the “CX Fundamentals” course from 9 am to 3 pm. Participants delved into the core principles of Customer Experience (CX), exploring how to strategically implement these within their organizations. From crafting a winning CX strategy to developing actionable insights and demonstrating measurable results, “CX Fundamentals” equips individuals and teams to champion a customer-centric approach.
Virtual break-out sessions provided a practical understanding of the key topics discussed. Groups had the opportunity to present their tasks for feedback and discussion. A training quiz was circulated to assess participants’ understanding of the course, followed by the distribution of certificates.
CX Pro Masterclass: Building Expertise
The “CX Pro” Masterclass is currently underway at the AH Hotel in East Legon, Accra. This intensive five-weekend course, which began on June 1st, 2024, will conclude on June 29th, 2024. Participants are being guided through the approved CXPA competencies, honing their skills as CX professionals.
Industry experts are also sharing their experiences and offering support to participants, helping them address challenges they may face in their professional journeys.
The CXP Ghana Association regularly holds training sessions. For more information, please visit our website at www.cxpghana.com
Share yours with us…
• A customer journey map is a visual representation of the customer journey. It helps you tell the story of your customers’ experiences with your brand across all touchpoints. Whether your customers interact with you via social media, email, live-chat or other channels, mapping the customer journey out visually helps ensure no customer slips through the cracks.
• The nature of waiting rooms or waiting areas is the immediate indicator of service quality. Studies show that a comfortable and reassuring environment can reduce anxiety, improve perceptions of care quality, and even positively influence treatment outcomes.
Alright, let’s test your CX knowledge! Answer these questions to see if you’re a customer experience champion:
1. Which coffee shop has its own in-store music playlist that you can follow on Spotify?
2. Which airport is renowned for its commitment to accessibility and inclusivity, specially designing its facilities to help disabled passengers navigate and catering to children with disabilities?
Ready? Take a shot! Do not peek at the answers below… yet!
2024 CXP Ghana Conference
General
• What is the CXP Ghana Conference? The CXP Ghana Conference is the premier event for customer experience (CX) professionals in Ghana. It brings together industry leaders, practitioners, and enthusiasts to share best practices, learn about the latest trends, and network with each other.
• When and where is the conference taking place? The 2024 CXP Ghana Conference will be held on Thursday, October 11th at the Labadi Beach Hotel in Accra, Ghana.
• Who should attend the conference? The conference is designed for anyone who is interested in improving customer experience, including *CX professionals * Marketing managers * Sales professionals * Business leaders * Anyone who interacts with customers
Content
• What is the theme for the conference? The theme for the conference is Citizen Experience – We are customers
• What kind of sessions will be offered at the conference? There will be speaking engagements, panel discussions, case study discussions.
• Who are the speakers? Our focus is on mainly on driving citizen experience locally and as such there will be a wide range of speakers from both the Government sector and Corporate space.
Logistics
• What is the dress code for the conference? The dress code is typically business casual with a touch of Ghana in line with the theme.
• Is there parking available at the conference venue? Parking will be available at the Labadi Beach Hotel.
• Are there any hotels near the conference venue? The Labadi Beach Hotel is a beachfront resort, so attendees can choose to stay there for convenience.
• Will there be meals provided at the conference? Certainly! There will be two coffee breaks and a lunch buffet.
Registration
• How do I register for the conference? Registration procedure will be announced in due course. You can however visit the CXP Ghana website (https://cxpghana.com/) for updates on registration.
• What are the different ticket options? There will be individual and group tickets (for a full table). Online tickets will also be available.
• Is there a discount for early bird registration? Certainly. There will be discounts for those who register within a specified period. Be on the lookout for this offer on our social media pages or website.
Stay Informed
• Be sure to visit the CXP Ghana website (https://cxpghana.com/) and sign up for our newsletters to receive updates on registration, speakers, and the full conference agenda.
Newsletter Team
John Peter Dadson
Amanda Akushie
Yvonne Quashie
Joelle Boakye-Boateng
Irene Darko
Stanley Awalime
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 will appreciate your feedback and suggestions for future topics. Best regards, CX Zone Gh Team.
For more information, please contact us at
akwaaba@cxpghana.com or call us on +233 55 276 0129.
Disclaimer: The views expressed in this newsletter are not necessarily those of the association
CX Quest Answers
- Answer: Starbucks! It is the coffee shop known for curating and sharing its in-store music playlists on Spotify. The initiative adds value by enhancing customer experience, building brand loyalty, increasing engagement, and providing marketing insights.
- Changi Airport in Singapore. Changi Airport has implemented a variety of services and features to support passengers with disabilities, including tactile paving, Braille signage, quiet rooms, and special zones designed to provide a calming environment for children with disabilities. The airport’s dedication to accessibility and inclusivity has made it a leader in providing a comfortable and supportive travel experience for all passengers.
