• Thursday, 30 November 2023
Improve the customer experience to drive business growth.

Improve the customer experience to drive business growth.

Customers are a company's lifeblood; without them, there would be no trade of goods and services for money.

At the same time, the internal personnel is critical to the smooth operation of the business. Without a happy workforce, the services offered would decrease, resulting in customer loss, especially in these competitive times.

 The corporate climate has evolved since the Covid-19 outbreak began. Supply networks were disrupted, and people all around the world felt the financial strain, limiting their spending and purchases. Many organizations legitimately felt the increased financial stress and were forced to temporarily lay off employees. Others used this situation to justify layoffs.

Are businesses getting back on track with in-store customer service as we emerge from the pandemic? Mr. Maina, an enthusiastic investor, visits a bank where he holds an account regularly. Due to a reduction in staff at this famous bank's branch, he had to wait more than 30 minutes to deposit a cheque. This was in the bank's elite banking segment. He was dissatisfied with the lower level of service and realized it was due to employee reductions at the organization.

Unfortunately, while studying the listed company's annual report, I discovered that the CEO, MD, and directors had received not only unexplained wages but also bonuses equal to their salary, while the main business suffered from dissatisfied counter personnel and disillusioned customers.


This scenario applies to a variety of retail businesses. In some circumstances, getting good customer service requires higher-level contacts within the organization. A simple client has no forum or manner of accessing such covert customer support channels. The corporation may have solutions but refuses to make them available.

Customer service is key to any business growth, make it a key priority in a growing and full-blown business for endless thriving in the market.