If it seems like you’re hearing about Customer Experience (CX) all the time these days – well, you probably are. In the last few years, CX has become the buzzword and focus of marketing strategies at companies of all sizes and in all industries.

In fact, people increasingly see CX as indispensable to successfully compete in the market and keep customer satisfaction high.

If you’re in a customer service business, you can prioritise CX by successfully designing and continuously improving it. This will give you an advantage over the competition, as well.

While more and more organisations and companies are becoming aware of the importance of a positive customer experience. Many still fail to see the holistic and inclusive dimensions of CX and to understand that it’s more than traditional customer service or straightforward marketing.

Improving your CX is a complex and long process that will require a complete transformation of the way you interact and communicate with your customer base. It’s about a change in attitude.

Your CX programmes need to be about evolution and development, based on and integrated with the voice of your customers.

We at CXPGhana have helped leading companies as well as startups to listen and learn from their customers to create a personalised forward-facing customer experience. Here are a few things we’ve learned along the way.