30th-Dec-2025 • Reddington Onyango • Customer Experience
In the competitive landscape of Kenyan and African small to medium enterprises (SMEs), standing out from the crowd is crucial. One effective strategy to achieve this is by focusing on exceptional customer experience (CX).
According to a recent study by PwC, 32% of customers would leave a brand they love after just one bad experience. This underscores the importance of delivering consistent, positive experiences that retain and attract customers.
So, how can your small business improve its customer experience? Let's explore some actionable strategies:
Personalization is key to making customers feel valued and understood. This could be as simple as addressing customers by their names or tailoring product recommendations based on their preferences.
Streamline your business processes to minimize confusion and frustration for customers. Make it easy for them to find what they need, whether that's on your website or in-store.
In today's fast-paced world, quick response times are essential. Aim to respond to customer inquiries within 24 hours, and ideally much sooner. This shows customers that you care about their needs and are responsive to their concerns.
Customers prefer to interact with businesses through various channels, including email, phone, live chat, and social media. Offering multiple support options caters to these preferences and increases the likelihood of a positive experience.
Regularly gather customer feedback to understand their needs and expectations. Use this information to make data-driven decisions that improve your CX strategy over time.
By prioritizing exceptional customer experience, your small business can stand out in a crowded market, retain loyal customers, and attract new ones. Don't underestimate the power of a positive customer experience – it could be the key to your small business's success.