By Ernest Nutsugah
Accra, Sept. 4, GNA – Businesses have been urged to invest in building the expertise and capacity of their employees to deliver memorable and meaningful experiences to customers and stakeholders.
Mr Michael Abbiw, the Chief Executive Officer (CEO) of MGA Consulting Ghana Limited, a management consultancy and capacity-building firm, said organisations must move beyond pursuing short-term revenue to prioritising and satisfying the needs of customers, who remained the lifeblood of sustainable businesses.
Mr Abbiw made the call in Accra at the launch of two books by Ms Charlotte Sarfowaa Akan-Duncan, titled: “The Art of Becoming”, which focuses on personal development, and “Living the Experience”, which highlights the importance of a strong customer service culture.
He said customer experience should begin from the design of a product or service through marketing, delivery and after-sales activities, rather than being limited to the provision of corporate souvenirs or routine services.
Mr Abbiw noted that personal development and customer experience were closely linked, saying great experiences were created by people who continually sought to become better versions of themselves.
“If we want better organisations, we will need better people…and if we want better leaders, we will need people who are willing to grow. And if we want better customer experience, we need people who genuinely care about the people they serve,” he said.
Mr Abbie said the competitive nature of the modern socio-economic environment required individuals and businesses to identify their strengths and continually evolve in all spheres of life.
“Standing still will make you irrelevant…personal development is not a luxury; it is a necessity…customer experience is everybody’s responsibility,” he added.
Mr John Awuah, the Chief Executive Officer of the Ghana Bankers Association, emphasised discipline and honest self-reflection as essential elements of personal growth, saying customer service was an expression of values and leadership.
“Before we lead teams, we must learn to lead ourselves; before we ask people around us to show empathy, we must practise it. Before we build institutions that can be trusted, we must become people whose words and actions synchronise,” he said.
Mr Awuah urged young professionals to build both competence and character, while encouraging institutions to strengthen trust with their customers and stakeholders.
“For institutions, trust is our most valuable currency; technology can make service faster, but only people with values can make it meaningful,” he added.
Mr Fredrick Nyinaku, the Chief Operating Officer of Absa Bank, tasked organisations to move beyond transactions and consistently deliver value and positive experiences to customers.
Service excellence should become a habit and an organisational culture, he said, noting that customers expected honesty and respect from service providers rather than perfection.
“If we serve with excellence, we satisfy customers, build trust, strengthen institutions, and leave behind a legacy that outlives every transaction,” he added.
Mrs Antionette Kwofie, Chief Finance Officer of MTN Ghana, commended the author for her contribution to exceptional customer experience, and urged individuals to strive for excellence in their chosen fields while contributing to the growth and development of others.
“If you’re a leader, lead with purpose; if you’re a professional, serve with excellence. If you’re a teacher, inspire confidence; if you’re a business owner, build trust; and if you’re a citizen, be an example of the change you want to see,” she said.
Ms Akan-Duncan expressed confidence that the publications would inspire people to pursue personal growth, help organisations to serve their customers better, and enable leaders to create environments where people could thrive.
“Before we build great organisations, we must first build great people. Before we can create memorable experiences for our customers, we must first develop ourselves, our mindset, our character, our emotional intelligence, leadership, and ability to genuinely care about others,” she said.
“Better people build better teams, better teams build better organisations, better organisations build better communities, and together we build a better world.”
Mr Annie Aborah, Credit Director at Absa Bank, noted that personal development should be a lifelong pursuit, adding that growth occurred when setbacks and insights were translated into action.
“True transformation starts from within and manifests in our actions, our relationships and influence. The greatest achievements in life are not what we accomplish but who we become in the process of growth, purpose and transformation,” she said.
GNA
Edited by Agnes Boye-Doe
Reporter: Ernest Nutsugah
Email: [email protected]