What should the Kenyan consumer expect from you in 2019?
We expect to see the usual (and gimmicky) buzzwords: AI, bots, predictive learning, blah, blah, blah.
Do you know that “80% of Kenyan customers would rather have humans handle their customer service needs”? So even before you venture into these realms, make sure you’ve got the basics covered and that they’re working!
Measurement: The first thing that should be on your plate is how you tap into the voice of your customers in order to make improvements that will translate into top line and bottom line. If you’re not collecting data from your customers, then you can’t measure how you’re doing or how changes to your business are affecting your customers.
Simplify: The data we gathered over last year showed us that the Kenyan consumer is increasingly valuing their time and wants things to be done quicker, simpler and in ways that are more convenient to them. “Serve me quickly” and “Make things easier” are going to become more common expectations in this market. You need to think about how they can reduce the amount of time and red tape for your customers by simplifying processes and procedures.
Be more human: Empathy! Get your staff to be more empathetic towards your customers and build emotional connections with them. Empower your staff to go beyond the [robotic] script and genuinely engage with your customers and put their interests first. Related to this, ensure your staff have a great experience with a brand as you can’t get to great CX without great EX.
Reward your loyal customers: The data we gathered over last year also showed us that the Kenyan consumer is increasingly wanting more value from their hard-earned cash. Think about how you can acknowledge and reward customers who help to support your business to keep them coming back for more.
Please get in touch If you’d like a health check on how you’re performing on your CX journey.
