Institute of Customer Service Kenya now Institute of Customer Experience – James Muiruri, ICX Member
Source: ICX Kenya
Institute of Customer Service now Institute of Customer Experience – ICX Member – Julius Odemba
Source: ICX Kenya
CX Connect Newsletter – Volume 16
CX Connect Vol 16 Source: ICX Kenya
Centennials Redefining Customer Experience
Generally speaking, I wear the millennial badge proudly because that is the generation that I belong to. Millenials are born roughly between 1980 and 1995. Recently while at work, I asked a customer for their ID number and on their responding, I mentally compared that...
ICX Kenya Service Excellence Awards 2015
Source: ICX Kenya
The Role of Customer Service Professionals
Source: ICX Kenya
Creating Competitive Advantage through Customer Experience
Why do you buy vegetables or meat from the same vendor over and over again, to the extent that you have their telephone contacts? What happens when the vendor for some reason has closed their kibanda or shop? In such a case, there is a likelihood that the family menu...
Demystifying Customer Service
Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Customer service is meeting the needs and...
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Going the Extra Mile for the Customer with DTB Africa
“Customer service isn’t a department, it’s a philosophy!” Cliché. Right? Not so for DTB. As a matter of fact, we live, eat and breathe this remarkable standpoint. Shep Hyken’s words are vibrantly alive and breathing in our organization. In the words of Betsy Sanders,...
Customer Service Week Experience with National Bank
For us, the best time of the year continues to be the customer service week. While every day, is customer service day at the National Bank, having that one week dedicated fully to celebrating both our internal and external customers is quite close to our heart. This...
Real -Time Customer Feedback to Create Wow Experiences
It’s the experience you offer that will shape the product in the eyes of the customers… With the intersection of social media, mobile and cloud technologies, customer experience has taken a very dynamic change. Customers are now more than ever empowered as they go...