Customer Experience is an area that I have a true passion for. Many persons often get the discipline of customer experience confused with customer service. The two are not the same.
Customer experience is the systematic and strategic method of ensuring that customers’ needs are met. It is concerned with ensuring that a company’s acquisition, retention and efficiency activities are all directed in one direction and that is to ensure the best possible customer outcome.
To-date, I have implemented many policies and programmes which have resulted in an improvement in the NPS, roll-out of a comprehensive Voice of Customer programme and several other initiatives including Metrics and Surepay which are driving an enhanced Customer experience. I have also written extensively on the topic of Customer Experience and you can view some of my articles in the blog.