2nd-Nov-2025 • Brendah Akinyi • Customer Experience
In today's competitive market, providing an exceptional customer experience (CX) can be the defining factor that sets small and medium enterprises (SMEs) apart. This article will share actionable tips and data-driven insights to help you elevate your Kenyan SME by focusing on customer experience.
According to a 2021 study by McKinsey, businesses with strong CX perform better in sales growth and profitability. In fact, leaders in customer experience grow revenues faster than their competitors.
To deliver outstanding CX, start by understanding your customers' needs and expectations. This might involve conducting surveys or using data analytics tools to identify trends in customer behavior.
Personalized interactions can significantly improve the customer experience. For instance, a Nielsen report reveals that 59% of African consumers are more likely to shop at stores that provide personalized offers. Personalization could mean tailoring product recommendations based on past purchases or using the customers' names during conversations.
Efficient processes not only save time but also contribute to a positive customer experience. By leveraging platforms like Lipabiz, you can automate repetitive tasks, reducing errors and ensuring smooth transactions for your customers.
Regularly collecting feedback from your customers allows you to identify areas for improvement. Encourage feedback through channels like emails, social media, or SMS. Remember to respond promptly and professionally to any negative feedback to show your commitment to resolving issues.
Your employees are the face of your business. Empower them with the skills necessary to deliver exceptional CX through regular training sessions on customer service, product knowledge, and problem-solving techniques.