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Grace Ngugi

How leadership perspective elevates customer experience

In customer experience leadership, it is easy to get swept up in the urgency of daily operations-handling complaints, fixing broken processes, and responding to customer issues as they arise.
By Grace Ngugi 3 months ago
How leadership perspective elevates customer experience
Filling the doughnut hole: Anatomy of great customer experience
Filling the doughnut hole: Anatomy of great customer experience
By Grace Ngugi 4 months ago
Why memorable experiences shape customer loyalty
Why memorable experiences shape customer loyalty
By Grace Ngugi 5 months ago
A customer's love language is trust in a word full of promises
A customer's love language is trust in a word full of promises
By Grace Ngugi 10 months ago
Overcoming the pitfalls of information asymmetry in customer experience
Information asymmetry, whereby one party in a transaction or relationship has more or better information than the other.
By Grace Ngugi 11 months ago
Overcoming the pitfalls of information asymmetry in customer experience
The dead horse theory: When it's time to dismount for your customer's sake
When businesses focus on "dead horses," they miss out on opportunities to innovate, grow, and improve, leading to erosion in market share and their competitive edge.
By Grace Ngugi 1 year ago
The dead horse theory: When it's time to dismount for your customer's sake
Exploiting conformity to win over customers to your brand
Confronted by a host of choices, customers are increasingly becoming more discerning in choosing one product over another.
By Grace Ngugi 1 year ago
Exploiting conformity to win over customers to your brand
Why human-to-human interaction is irreplaceable with tech in customer service
In today's digital age, one truth remains constant: the undeniable importance of human-to-human (H2H) interactions.
By Grace Ngugi 1 year ago
Why human-to-human interaction is irreplaceable with tech in customer service
Data is king in fast-changing customer experience landscape
Customer service has come a long way, with data increasingly dictating how organisations relate with their existing and potential customers.
By Grace Ngugi 1 year ago
Data is king in fast-changing customer experience landscape
Broken Window: How to fix customer churn in business
Managing an issue to the customer's satisfaction could prove the difference between customer retention and churn.
By Grace Ngugi 1 year ago
Broken Window: How to fix customer churn in business
How the 'idiot curve' can help in bettering customer service
From the service provider's perspective, a business can identify existing gaps by mapping out a customer's journey through the curve, which can be leveraged to optimise customer experience.
By Grace Ngugi 2 years ago
How the 'idiot curve' can help in bettering customer service
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