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Tables have turned. The gullible customer is no more. Organizations are under heightened scrutiny for the Customer Experience they offer. The Customer is no longer King; the Customer is Dictator! Social media uproar at Open AI, Café Javas, McDonald's, Safaricom, Uganda Civil Aviation Authority, United Airlines have brought to the fore the far reaching ramifications of today's empowered, enlightened, savvy customer. Companies are expected to go beyond the mundane task of responding to customer queries in a timely manner to being proactive, going up the customer value chain. The leader plays a fundamental role in driving the customer experience management agenda by walking the talk.
Dorothy Kyeyune in "Without the Leader, there is No Customer Experience", shares her expertise, backed by doctoral research and 15 years of experience, to reveal the leader's crucial role in crafting unforgettable customer experiences. Through case studies and relatable examples from organizations such as Café Javas, Uganda Drivers Licensing System, Dangote Cement Plc, National Social Security Fund, Airtel Uganda, Bake4Me, Airtel Africa, National Water and Sewerage Corporation, Rocket Health, Pan Dental, Lemala Wild Waters, Netflix, Lego Group, Apple, and The Ritz-Carlton Hotel, plus interviews with captains of industry leaders, discover:
• The 7th and 8th Laws of Customer Experience.
• How to build customer loyalty and win in a disrupted market.
• Employee engagement and retention secrets.
• Social listening strategies.
This book provides an urgent wake up call for leaders to set the tone for exceptional customer experiences, overcome transformation obstacles, and achieve sustainable business success. Rise to the occasion or risk being left behind. Dorothy Kyeyune is a trailblazing leader in customer experience and personal development. As CEO of Mwoyo Experience, she has revolutionized the way African businesses approach customer satisfaction, empowering over 3500 employees and executives across the continent with transformational training. A sought-after keynote speaker, senior university lecturer, and certified professional coach. She also serves on several boards and contributes to the Social Science Research Network (SSRN).
