The Formula For Great Customer Experience (Light Series part 1)

How to deliver a great customer experience.
Everyone tell you to be customer centric but no one shows you how to do it.
We have a formula that helps you give a great customer experience

Relevance ( Personalised and meaningful)
offer the customer what they want when they need it .

Reliability
Keep the brand promise

Responsiveness ( Listen. Understand. Act.)
Listen and listening not with the intent to respond listing to understand. Understanding with the view to act.

Convenience ( choice, consistency, and timeliness)
Be where the customer needs you .

[gabrielsetoutwe]

Mr. Thembekwayo you have really stretched this topic further and exposing the listener to connecting all these components together, articulately. I have been thinking that a wide product portfolio management PLUS my experience as a customer and how people were responding to my choice make up Customer Experience. The Gospel of Customer Experience that I have been preaching within the Street -wear Industry, is based on how most people were responding towards the product that I chose as a street wear maverick during my varsity days (even NOW) and assuring the customers that one is NOT selling counterfeits. It is NOW that I m getting to realize that it was only based on Reliability & Relevance and not addressing the other R and C. Thanks.

[jefferyansah]

You have no idea how much of a positive impact your videos is having on me. Thank you Vusi. I hope to meet you in person one day. We are waiting for you in Australia 🇦🇺

[realvolvofreak]

So true and so much ignored by many companies. However the ones who sees and implements this, the ones who will be in business for long run. Thank you for sharing this Vusi.

[ruthwanjohi]

This guy is a genius.public speaking skills on top 🔝

[alvinngwenya]

One of the best insight that have been an eye-opening, i watch this video over and over. Customer experience is very important.

[lightoncreative]

Wow...this is the most practical approach to achieve better Customer Experience. Even Big corporations like banks, Network communications in Nigeria are lacking these.

[joelkatishiaphane]

I have zero regrets in following you Mr VT

[uo]

As being in hospitality industry in Greece for a while now.
I found your speech stimulating.
As a customer centric person by emphathy you have my honest subscription.
Well done 👍.

[waelibraheem]

One of the most important and comprehensive videos I watched over this topic.
Thank you very much

[terencesimbala]

l am getting better and better through this mentoship

[cxchronicles]

Awesome content here -- this is super helpful information for growing your business, thanks Vusi!

[ThatoRNhlapo]

Thank you for the insight. Culture is the most valuable piece I've taken from this 🙏

[autoscreenzsa]

Thanks Visit. Learnt allot from this. Keep it up!

[netguy]

@Vusi Thembekwayo
I love it.
I felt like I was alone "barking at the wrong tree" now I know I wasn't alone.

[mfundotabalaza]

THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU THANK YOU

[panashifzco]

well-said...a content that gives value...appreciate..!

[Wofanie]

Hello Vusi, one thing I just don't understand is why we Africans have a people-respectful culture yet our businesses don't experience this same culture on the front line of customer care. I wonder why we will be respectful to our aunties, uncles and family yet deny a Customer of a smile. What's your take on this?

[tholakeledoris]

Thanks very much we learning a lot from you

[daudmoridiyah]

I learnt a lot from this video.

Thank you, Vusi.

[gleamsn]

Customer Experience is a more proactive way of managing the interactions with the customer. To better appreciate it you may need to understand Customer Service which practically entails a more formalised way of interacting with the customer. You know how people at the customer call centre handle you as a customer, they do everything "right" but it's somehow kind of rehearsed. Customer Experience entails connecting with the customer at a more personal level. You may ask about their day, whether they watched last night's Champions League match, you basically build a connection. That customer through such an interaction can easily be upgraded to a VIP customer because the level of connection is higher. Customer Experience elevates a customer to higher levels of the customer profile.