Let’s talk about Customer Experience and Culture…

If you live in Ghana or you are from Ghana, I am sure you’ve heard people say that Ghanaians are very hospitable and friendly…it’s part of our culture right? That’s not the type of culture we are discussing this week…we’re talking about Company Culture. According to Webster, company culture is “the set of shared attitudes, values, goals, and practices that characterizes an institution or organization.”

Is customer experience built into the fabric of your company culture?

Here’s how you can incorporate Customer Experience into your company culture:

1. Incorporate CX discussions into your team meetings — One question I encourage trainees to ask themselves/brainstorm is — How can I serve my customers better? Have a 15–30min CX brainstorm session guided by customer feedback/praise/complaints.

2. Incorporate a CX training programme into your business (make it mandatory for completion) — Training programmes are a great way to develop your employee’s skill set. Not only are you providing your employees with tools/resources they need to be able to positively impact your customer experience, you can also track the development of your employees over time. Making the programme mandatory ensures that EVERYONE knows that a positive customer experience is their responsibility. Contact us to set up a Training programme for you.

3. Focus on concrete RESULTS — An important benefit of CX is that you can measure the success of your customer experience strategy/actions. No longer do you have to rely on just making the customer “feel good”. Now you can rely on CX metrics to measure how satisfied or happy your customers’ are about their experience with your brand.

“Our number one priority is company culture. Our whole belief is that if you get the culture right, most of the other stuff like delivering great customer service or building a long-term enduring brand will just happen naturally on its own.”

- Tony Hseih

Bawoni is a customer experience agency in Ghanathat focuses on providing consultation, training and development resources to businesses who have identified the need to improve their customer service/overall customer experience.