I’ve always been considered “picky” or “extra” when it comes to the service and experience I want from any establishment. Whatever the standard, I always considered that the best must be provided by any business conducting any transaction/interaction with an outside party.
I got very good at tailoring my own experiences in most establishments I frequented. From having a morning vodka with the Manager at JB’s corner every time I visited Sandton City, to having the same table and waitress who knew my drinks and food order (I’m a person of habit) across the way at Doppio Zero. I was always able to have an experience that felt like I was home.
This has been no different in Zimbabwe, Botswana, or other places I’ve visited. All of this was for one reason and one reason only, that I enjoyed every outing I had as much as possible. After working a long day or week, nothing beats being able to experience amazing service at a great restaurant or café ( great being the experience given, which may, not always, include the product – food or otherwise – provided). More importantly, service and experience that is made for me and that is particular to me.
You may say this is easy to do with independent establishments; however, I have found and continue to experience, even with fast-food restaurants, the personalized experience I have come to enjoy in most places. For us to grow our businesses and brand profiles, it’s important for Africa to embrace true CX and utilize the power of personalization to enhance our products and services by putting our customers first.
The power of personalized customer experience is one that businesses in Africa must take on. It is evident in the significant increase (approximately 20%) in sales for businesses that prioritize personalized customer experiences. Moreover, research shows that 80% of consumers are more likely to make a purchase when offered personalized experiences. In the hospitality industry, personalized experiences are exemplified by luxury safari lodges that curate unique and immersive experiences rooted in African culture and traditions, catering to the discerning tastes of global travelers seeking authentic and personalized adventures. Another good examples of personalized experiences is in the construction industry with companies such as Turnbury Property Developers in Zimbabwe that have been experiencing a meteoric rise in the property development industry in Zimbabwe due to providing an unseen kind of Customer Experience in that industry in Zimbabwe.
The Power of personalization can be achieved using, unsparingly, these key points:
