Maintain positive relationships with your customers - CXP Ghana urges businesses
The Customer Experience Professionals Ghana (CXP Ghana) has held its second Customer Experience Conference in Accra with a call on businesses to maintain positive relationships with their customers.
This, according to the various speakers at that programme, will help businesses to grow and thereby accelerate the socio-economic development of the country.
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“When customers feel that you're treating them with respect, compassion, and patience, they're more likely to return to your organisation”, they said.
The conference was on the theme “Accelerating Growth through Customer Experience: The Case of Organizations and Industry”.
Mr Franklin Sowa director of sales and marketing addressing the CXP conference in Accra.
The Director of Marketing and Sales for Graphic Communications Group Limited, Mr. Franklin Sowa advised business owners to create a customer-centered attitude in their businesses.
“To create an experience that puts the customer first, it's important to maintain an attitude that reflects that goal”, adding that “attitude is more than just the disposition of employees, “it's a system of treating people in a way that makes them feel like you appreciate them”.
He also encouraged businesses to offer exceptional services to their clients.
“If you're willing to put in the extra effort with a customer, even when it's not required, customers are sure to notice and appreciate you. Customers who receive this high level of care are likely to return more frequently and become your promoters”
Some participants who were at the annual CXP Ghana Conference in Accra.
Speaking on the theme “Accelerating growth – The Case of industry”, the CEO of SnB Group, Odelia Ntiamoah emphasized that customers are more likely to patronize a business again when they enjoy their experience at a business.
“Customers are also more likely to choose businesses they had pleasant experiences with before. Putting the customer first means doing everything you can to ensure they receive the highest level of care”, she said.
For his part, the Managing Director of Labadi Beach Hotel, Mr Rene Vincent-Ernst said owners of businesses must also learn to take good care of their employees.
He explained that happy employees lead to a more pleasant experience for customers because smiling and laughing can encourage positivity.
“One of the best ways to make customers feel relaxed and comfortable in your organization is to surround them with happy employees. If you're a manager or leader, when employees feel like you hear and respect them at work, they typically work harder”.
Citing his outfit as an example where he has employees who have worked for the company for over 30 years, he said employees become more loyal to the business when treated well by their employers.
Mrs Esther Dokuwaa Ofosuhene, President of Customer Experience Professionals Ghana Association addressing the annual CXP Ghana Conference in Accra.
Further underscoring the importance of businesses investing in their staff, the President of CXP Ghana, Esther Douai Ofosuhene in an interview sideline the conference said training and promoting the wellbeing of staff, brings out the best in them thereby helping them to deliver effectively.
“We need to invest in our staff. It’s not always about money, it’s about how the staff is treated. It is about training and empowerment to deliver on the values and promises that your brand has to offer”
CXP Ghana
Founded in 2020 as a community on social media, the CXP Ghana is a professional association and governing body created to represent customer experience professionals in Ghana.