Odelia Ntiamoah, the chief executive of the SnB Group, has urged companies to establish a comprehensive strategy in order to enhance client experiences.
She claims that when the customer experience is prioritized across the board, income will be generated even in challenging economic conditions.
Speaking at the 2022 CPX Ghana Conference, she said that while most businesses consider money when delivering positive customer experiences, planning is perhaps the most crucial action to take.
She said “There are so many institutions that we have engaged in recent times then again coming back to the research and what we have seen is that they are not engaging their customers, it’s not money now it’s about strategy.
“So, for example, if these companies are sitting on digital platforms how are they engaging their customers within that space. Most of the time we have left that sort of engagement sitting with the CopiComs department. If the customer experience and the customer engagement are not left in one department but it becomes a holistic responsibility of the whole brand it will surprise you that our behaviours and how we decide to treat customers will bring us even the revenues in difficult times,” she noted.
Customer experience must be a wholistic responsibility of brands – Odelia Ntiamoah