??10 Lessons We Learnt from Victor Songa Musiwa, CCXP, XMP, MSc’s story??
Being Relentless about the Customer!
It takes sheer confidence and a deep belief in the value that Customer Experience offers to walk into an institution, talk to them about how to leverage Customer Experience to improve the business and ultimately get a chance to create your job description and earn a new position as Business Process Architect.
We were truly inspired by Victor Songa Musiwa, CCXP, XMP, MSc, CXPA Africa Chairman at Customer Experience Professionals Association during our Virtual Breakfast.
His drive to move towards impact continues to propel him in his pursuit to creating exceptional experiences for the customers while driving business growth; creating a win-win situation.
While his story offered a ton of insights, these were the top ten lessons we picked:
?As CX professionals trying to communicate the value of CX, you need to first understand what the business wants to achieve and understand how CX can be leveraged to fast track the journey to achieving the business’s strategic objectives.
? The most effective, efficient and sustainable way to maximize profits is to focus on the customer.
? Entrepreneurship is a search for the most efficient way to develop a product/ service and deliver to a customer in such a way that they want to keep coming back.
? ? There's value for organizations to develop models that simplify to employees how they can participate in contributing to why the organization exists.
? If you want to promote compliance, you must create a feedback loop that validates that doing a certain good thing leads to a good outcome.
? Customer Experience creates an opportunity for organizations to optimize their interactions with customers through impact.
? Make yourself a CX project—start managing your journey by examining the impact you have through your interactions with colleagues and stakeholders. Be the starting point for embedding your passion for Customer Experience
? Organizations with a relentless focus on the customer will be successful.
? CX professionals need to demonstrate the business value of CX; create a commercial model that represents how an organization’s success is underpinned by CX.
? In pursuing sustainability, the goal is to deeply understand customers' needs and then execute lean practices to ensure nothing is wasted, producing just enough to deliver satisfaction to your customers.
You too have a chance to get your weekly dose of CX goodness on The World of CX Virtual Breakfast Conversations hosted by The CX Academy Africa.
See you next Tuesday!
Day: Tuesdays
Time: 7:30 AM - 8:30 AM (EAT)
Zoom Link: https://bit.ly/WorldofCX
FREE !!!
Customer Experience Professionals Association (CXPA) CXPA Africa
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