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 .

[@gabrielsetoutwe9068]

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.

[@jefferyansah3248]

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 🇦🇺

[@ruthwanjohi6926]

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

[@danielyunisabdallah2160]

I think he is well trained dear

[@uo9990]

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 👍.

[@TheEmpressShow]

Great

[@joelkatishiaphane3451]

I have zero regrets in following you Mr VT

[@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.

[@alvinngwenya]

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

[@lightoncreative3426]

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

[@zenzileqhajana1878]

Powerful VT, You are the Man!

[@sarajngonyani]

Hallelujah! Thank you brother 🙏

[@waelibraheem3027]

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

[@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?

[@mfundotabalaza6125]

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

[@terencesimbala6982]

hmmmmm l am getting better and better through this mentoship

[@panashifzco3311]

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

[@Kanange510]

Excellent piece!

[@ThatoRNhlapo]

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

[@heidilamberton9330]

Brilliant!

[@grandkiddztv1191]

You are a MENTOR my GUY

[@autoscreenzsa9952]

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

[@cxchronicles]

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

[@Ac-om9ok]

This is so good... thank You menthor

[@netguy]

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

[@tholakeledoris6632]

Thanks very much we learning a lot from you

[@Dropz_RSA]

understanding with the intent to act.

[@TheInfiniteX]

I've learnt something new. Thanks Vusi

[@daudmoridiyah]

I learnt a lot from this video. Thank you, Vusi.

[@DicksonKiluniNgei]

Genius formulae

[@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.

[@mpumelelolindanimchunu746]

The Ideals and Values of customer experience(centrism) in reality is what we have to constantly train the front-end back-end employees

[@1ma4ighter]

Lol, Burh, rather don't use "front-end" / "back-end" unless you understand the concepts they represent in tech or design. In fact don't adopt buzz words until you've looked up the definition. Otherwise you use it incorrectly and out of context as you just did in this comment and that exposes how badly you've prepped. Not good when the person you sell to knows his stuff

[@kgomotsosebitlo2257]

My guy your my role model

[@ShopElletta]

Incredible video, is there a part 2?

[@josekifani2524]

I learn a lot from Mr Thembekwayo

[@mahatmalenjval9815]

Thank you Vusi..

[@jabulanibuthelezi1523]

I hate it when you are at a Telkom store to complain about your internet connection and then they tell you their offline. ( The irony )

[@ronniekamandawayesu37]

Great job

[@BlkSavant]

Jeff bezos and Amazon is a great example of this

[@Viiscom]

Thank you

[@SAWOPYANGO]

Thanks Sir

[@theegreatestever2420]

Subbed! We will meet in 2020

[@mpeao2]

There is no part 2? It would help it the link was on the video description

[@notsureyet2200]

Vusi, I'm working on a Film Financing Company and the models we plan on using are what based on Hollywood and other industry, I'd love your input how best we can tailor them to the African Film Industry to get the best possible returns.

[@PHAT90ify]

SJ Tesrab nice

[@sanelemhlongo7710]

WOW

[@mnakamedia8429]

We are learning new stuff everyday

[@pruthvifernandes5216]

Christoff Weihman, Keynote Speaker/ Author at ASPIRE enterprises talks about crafting 5-star customer experiences on Engati CX. He says that it's extremely important to show empathy, companies need to think from the point of view of the customers. He also mention an equation which matters- ""humans + AI = CX"" Catch the video here to learn more : kzbin.info/www/bejne/e6a7Zqupp76orLc

[@shahinurrahman9379]

Right

[@haddocklobo8385]

demais

[@yuli9167]

my teacher assigned us to watch this video & I didn't understand anything

[@markshaw4809]

Why is the "customer" always a "he?"

[@papediouf69fd]

Cause the "she" is in the background telling "him" what to buy...

[@dianaatieno6964]

:)

[@skystreem4860]

I’m still confused about this guy