Thank you for joining us at our OD Café of the 22nd of June 2016.

We appreciate it that you took time from your busy schedule to join us – we understand that you have many obligations!  We trust that you found the event both interesting and informative.

A big thank you to our presenters: Mr Sipho Malefane from Gauteng Provincial Legislature, Ms Jennifer van Dyk from Powertech System Integrators and Ms Ogotlhe Sathekge from Transnet Freight Division. They showed us that successful organisations aim to provide both their internal and external customers a great experience across channels. They further emphasised that “creating superior customer experience seems to be one of the central objectives in today’s business environment”. Organisations that have embraced customer experience management have incorporated it into their mission statements, values and culture.  For the Freight Division of Transnet, customer experience is viewed as key in building loyalty to the brand, across channels and services.

We learned that recent definitions of customer experience include that “the customer experience originates from a set of interactions between a customer and a product, a company or part of its organisation, which provoke a reaction”. A second and related definition is that “customer experience is the internal and subjective response customers have to any direct or indirect contact with a company. Indirect contact most often involves unplanned encounters with representatives of a company’s products, service or brands and takes the form of word-of-mouth recommendations or criticisms, advertising, news reports reviews and so forth”.

The customer’s experience is impacted by the social environment. Companies with great cultures are rewarded with loyal and enthusiastic employees who are more productive, more creative and will help an organisation to attract top talent.  It doesn’t take a genius to work out that happy, engaged employees will naturally create great interactions with customers. By focusing on employee experience, forward thinking companies can start to reap a huge happiness dividend that will benefit not only the employees and customers but also the business itself as it becomes more profitable.

Indeed, employee happiness and customer experience leaders who drive cultural and systemic change to enable customer-centricity through the creation of authentic employee and customer loyalty, will radically improve their competitive position and business performance!

Again, WorldsView Academy sincerely thank you for choosing to be part of our OD Community and we look forward to seeing you at our next OD Café on the 20th of July 2016.

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