Customer Experience is an area that I have a true passion for. Many persons often get the discipline of customer experience confused with customer service. The two are not the same.
Customer experience is the systematic and strategic method of ensuring that customers’ needs are met. It is concerned with ensuring that a company’s acquisition, retention and efficiency activities are all directed in one direction and that is to ensure the best possible customer outcome.
To-date, I have implemented many policies and programmes which have resulted in an improvement in the NPS, roll-out of a comprehensive Voice of Customer programme and several other initiatives including Metrics and Surepay which are driving an enhanced Customer experience. I have also written extensively on the topic of Customer Experience and you can view some of my articles in the blog.
Public Relations and Corporate Social Responsibility
My first foray into the world of Public Relations started when I was 18 years of age. I interned at a local Public Relations firm and jumped head first into the dynamic and exciting world of Public Relations.
From planning events, media briefings and writing strategic pieces during rebranding and acquisition, I have enjoyed every moment of the PR life. Corporate Social Responsibility is another favorite area of mine as I often positioned brands to undertake initiatives which drove stakeholder involvement , whether that be community, employee or customer.
Do you know how many people are paralysed by public speaking ? Worse yet the fear of doing so on radio or television? Over the years, I have helped executives work through these fears.
My assistance ranged from mock interviews to giving guidance on the appropriate wear to providing brief remarks and soundbites. A large part of my work has also centered around providing speeches and brief remarks for various occasions.
Getting that message across, connecting your brand to people and people to your brand is critical. Many persons believe that marketing is all about ads and social media , but it’s much more than that.
A true marketer understands his customer base and the environment around them. They understand what appeals and what media is likely to be consumed and in what way. I have done marketing for a number of years and always in a regional capacity.
The marketing landscapes of Barbados, Antigua, St. Lucia, Dominica, Grenada and St. Vincent have always been the locations where I have done my best work.