Kelechi Okeke

Consumers are constantly evolving, and so are their needs and expectations. Businesses that will thrive in the long term are those that understand the needs of the changing customers and take positive actions to meet these needs. Voice of the Customer (VoC) is a research...

Today before any business can satisfy its customer needs or even exceed their expectations, good knowledge of what the customers truly want is required. This entails having an end-to-end understanding of the customers’ journey with the brand, from the awareness to loyalty stage of...

No modern customer experience strategy is complete without analytics. Leveraging the insights you gather from historical data and current customer records is the best way—if not the only way—to develop tactics for your customer experience that are founded on measurable success. Analytics help remove...

In the customer service industry, it's sometimes difficult to differentiate between fact and myth. The industry is evolving so fast that the various players in the market sometimes struggle to keep up. This makes it fertile ground for false notions, fads and toxic myths. It...

Customer experience (CX) has been on the front burner for organizations for a long time now. While it plays a very important role in winning & retaining customers, businesses must not miss out on what is happening within the organization. Customer experience begins with the...

Before any business can satisfy customers' needs or exceed their expectations, good knowledge of what the customers truly want is needed. This entails having an end-to-end understanding of the customers' journey from the awareness to loyalty stage of the buying cycle. The customer journey...

Did you know that customers are very likely to form biased memories of their experience with your business? It is what your customers remember about their experience with your business that determines whether or not they'll come back for more. Stay with me, I’ll...

Being proactive entails acting and thinking ahead of anticipated events. In customer service being proactive means that you anticipate challenges customers might have, and working towards resolving them before they know about it. A good example would be a customer service representative who calls a...

Effective internal communication is essential for businesses. It allows employees to work efficiently and ensures all members of an organisation are working collaboratively towards a common goal. Great internal communication increases employee engagement and leads to greater productivity, and improves customer service.  Seamless internal communication...

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability...

Social media although is new in the society, we can argue that it is here to stay. Social media platforms have gradually found their way into various aspects of our everyday life, replacing traditional media as they gain increasing popularity among users. Social media...

Body language provides an incredible amount of information on what other people might be thinking or feeling, after all it accounts for over 60% of communication. No matter what type of activity you are participating in, your body is saying a lot about you...

Social media channels such as Facebook, Twitter and Instagram have had a dramatic impact on the current business environment. Brands no longer have the luxury of controlling what they want potential customers to see or read about them as social media has empowered consumers...

Lots of businesses today do not put much thought into setting realistic customer expectations, they focus on aggressively hyping marketing their products to draw in prospects. While this strategy might work in the short term, the business will eventually be unable to meet the unrealistic expectations...

Customer surveys are a great tool to determine how customers feel about a brand & its products or services, but designing a survey which customers would respond to is one thing while designing a survey which would yield actionable insights is another. When designing surveys...

A lot of people see interacting with customer service as a tricky experience that could end up being a waste of time. Many more dread having to call a contact center for support. This is because of prior negative experiences such customers have had...

Educating customers is something businesses can benefit from, but most shy away from it due to false assumptions such as - the belief that a more educated customer will be less loyal or 'know too much'. It's time to let go of these assumptions and truly...

People buy from brands they know and trust. If your business were to be a person, the brand would be its character (what people know it for). Branding a business is not just about inserting logos on marketing materials or choosing the right colors, it...

Customer loyalty is critical to the survival of any business. If your customers suddenly find good reasons to start visiting your competitors, maybe it was because they weren’t satisfied with your product, or the type of service they received while with you. None of...

Customer service is a tedious career, your customer service team have to absorb a lot of negative energy and also act friendly while taking the hit, most of which would come from customers angry who don't care whose fault the problem is. Being a customer-centric...