2023: The Year For Customer Experience (CX) Extension

Welcome to the year 2023! In 2022, our continent (Africa) and data-inspired prediction was that businesses would be looking inwards to appraise the benefits of investing in customer experience. We predicted that they would do this by conducting what I called a customer experience appraisal. After due consultation with business owners in Africa, a chief […]

2022: The Year For Customer Experience (CX) Appraisal

Predictions are what they are; a forecast, a statement about what will or might happen in the future. In 2021, we foresaw CUSTOMER REACQUAINTANCE being the CX focus for businesses in Africa and from our interactions with new, existing and prospective clients at Niche Customer Experience Group as well as our interactions with business professionals […]

The State Of CX In West Africa 2020

Background According to a customer experience leadership report by Unlimited Experiences South Africa, 50% of customer experience and business leaders in Africa depend on global customer experience (CX) industry reports and blogs to gain CX insights.  The absence of multi sector Africa-specific CX data has impacted the ability of professionals on the continent as business […]

The Customer Experience Return On Investment Cycle CX ROI

Growing a business from an idea to a profitable enterprise is the number one goal for every business. It takes many moving parts to conceptualize a product or service, create a prototype, test the prototype, go to market with the finished product, provide support to customers and leverage insights from customer behaviour to consistently fine-tune […]

Approaching Customer Management Methodologies

Managing customers is critical for every business. If a business creates a product or service that customers need and it has the privilege of getting customers to buy the product or service repeatedly, it goes without question that managing these customers to repeat the demand and supply cycle continues to keep the business running and […]

CX Management Competencies: An African Perspective (CX Articles)

When we think about customer experience management (CEM) competencies, we typically will think about 4, 5, 6, 7, etc things you need to be proficient in when managing customer experience. In fact, sometimes, these competencies are described as frameworks or pillars driving business growth or profitability.  If you do a quick google search, you will […]

Customer Compensation As A Customer Experience Booster

In times when customers are exposed to diverse customer service experiences globally across different sectors especially amid the outbreak and spread of COVID-19, it goes without question that customers are bound to compare their experience whether good, bad or ugly. Customer Compensation While no business is perfect and there will always be periodic product or […]

Nigerian Banks & Customer Experience; What Is Missing?

The banking sector in Nigeria has evolved commendably over the years from a focus on demand deposit accounts (DDA) to a focus on DDA and the customer. Thanks to KPMG Nigeria, since 2007, the banking sector has had access to an independent evaluation of customer satisfaction. This has made banks more attentive to the voice […]

2021: The Year For Customer Reacquaintance

Welcome to 2021 2020 is gone but the scars of the year will linger on for a while as we continue to adapt to the new normal i.e. doing business amid the outbreak and spread of the coronavirus. We have seen understandable changes in customer and employee behaviours ranging from changes on preferences, priorities and […]

Managing Customer Experience In A Recession

On 21st November 2020, the Nigerian economy officially plunged into a recession as the country’s GDP in real terms declined by -3.62% YoY in Q3 2020, the second contraction in 2020 (source: nairametric.com). According to a report released by the National Bureau of Statistics (NBS) on 21st November 2020, the performance of the economy in […]