can-your-business-deliver-world-class-customer-experience
https://entremag.co.zw/
November 08, 2021
can-your-business-deliver-world-class-customer-experience
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Tags: Customer Experience, Leadership, Management
Proper perspective prevents poor performance in delivering excellent service
charteredinstituteofcustomermg pages 50-51
July 27, 2018
Proper perspective prevents poor performance in delivering excellent service
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Tags: Customer Experience, Customer Loyalty, Management
Enhance Staff Training And Development For Total Customer Service
newsofthesouth
May 02, 2014
Enhance Staff Training And Development For Total Customer Service
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Tags: Business Continuity, Customer Experience, Leadership
keys-to-customer-centric-service-culture-part-1-excellent-service-plus-loyalty-equal-retention-
newsofthesouth
February 27, 2014
https://newsofthesouth.com/keys-to-customer-centric-service-culture-part-1-excellent-service-plus-loyalty-equal-retention-benson-mukandiwa/ 27 , Feb 2014 in Business Slider
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Tags: Business Strategy, Culture, Customer Loyalty
happy-employees-plus-happy-customers-equals-repeat-sales
newsofthesouth
February 07, 2014
https://newsofthesouth.com/happy-employees-plus-happy-customers-equals-repeat-sales-benson-mukandiwa/ Date: 07, Feb 2014 in Africa Business Slider
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Mindset Over Skillset: : The Power of Resilience and Attitude
Amazon Kindle Edition
October 01, 2024
Mindset Over Skillset: The Power of Resilience and Attitude_ emphasizes the critical role of mindset in achieving success, challenging the traditional focus on technical skills. This nonfiction work explores how resilience and a positive attitude can significantly impact personal and professional growth. It is designed for anyone looking to enhance their life, from students to professionals facing various challenges.
The book is organized into three main sections. The first section introduces the concepts of growth versus fixed mindsets, supported by research from psychology and neuroscience. It highlights statistics showing that individuals with a growth mindset are more likely to embrace challenges and persist through setbacks, using real-life examples of renowned figures who have overcome adversity.
The second section provides practical strategies for developing a resilient mindset, offering actionable techniques, exercises, and reflective prompts. It emphasizes self-awareness, emotional regulation, and reframing negative experiences as opportunities for growth. Insights from experts in psychology enrich this toolkit for enhancing resilience across different life areas.
Finally, the third section applies these principles to real-world scenarios, illustrating how resilience influences relationships, career paths, and overall well-being. Through case studies and testimonials, readers witness transformations achieved by prioritizing mindset over skillset. Ultimately, the book serves as a powerful reminder that while skills can be acquired, a positive attitude is essential for extraordinary achievements.
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Tags: Business Strategy, Coaching, Culture
Building a Successful Career: : 12 Key Lessons for Long-Term Success
Seamless Africa
September 30, 2024
Apply essential insights and practical advice for advancing your professional journey.
"12 Key Lessons for Building a Successful Career" offers essential insights for individuals seeking to advance their professional journeys. The book emphasizes that growth often requires stepping out of one's comfort zone, encouraging readers to embrace challenges and pursue unfamiliar projects that foster development. It highlights the importance of relationships as a vital currency in career progression, advocating for genuine connections and the nurturing of professional networks, as future opportunities may arise from these interactions.
Another critical lesson is the need to guard one’s reputation diligently; maintaining integrity and delivering on promises are paramount, as reputations can take years to build but moments to tarnish. The book also stresses that mindset is more crucial than skillset—resilience and a positive attitude in the face of adversity can significantly impact success, while skills can be acquired over time.
Embracing mistakes is presented as an opportunity for learning; setbacks should be viewed as feedback that fosters adaptation and improvement. Additionally, taking ownership of one’s career path is emphasized—individuals are encouraged to proactively create opportunities rather than waiting for them to appear. Finally, finding joy in the process of work by setting evolving goals and celebrating small victories is highlighted as essential for achieving true fulfillment in one’s career. Overall, these lessons serve as a roadmap for long-term success and personal growth in any professional landscape.
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Tags: Business Strategy, Coaching, Culture
Career Ownership: : Taking Charge of Your Path
Amazon Kindle Edition
September 30, 2024
"Career Ownership: Taking Charge of Your Path" addresses the vital concept of actively managing one's career in a rapidly changing job market. This book is essential for professionals at any stage, from newcomers to those nearing retirement, as it empowers readers to take control of their professional lives and align their careers with personal values and aspirations.
The book is structured into three main sections. The first section emphasizes self-assessment and personal branding, guiding readers to identify their strengths, weaknesses, and unique selling propositions. It underscores the significance of understanding one’s values and passions as foundational elements for achieving career success.
The second section focuses on strategic career planning, providing practical tools for setting achievable goals, effective networking, and navigating modern workplace complexities. Readers learn how to leverage their skills and experiences to create opportunities that resonate with their aspirations.
In the final section, the importance of continuous learning and adaptability is highlighted in light of rapid technological advancements. The necessity of upskilling and reskilling is discussed alongside embracing new methodologies. Through real-life case studies and expert insights, "Career Ownership" equips readers with the knowledge needed to take proactive steps in their careers, ensuring they remain competitive and fulfilled.
This enlightening journey encourages readers to challenge traditional perceptions of career management while fostering a proactive mindset that inspires empowerment and purpose in their professional journeys.
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Tags: Business Strategy, Coaching, Culture
Mental Agility: : Unlocking Your Full Potential
Amazon Kindle Edition
September 30, 2024
Mental agility has become a critical competency for effective leadership in the fast-paced 21st century. This book delves into the significance of mental agility and its role in leadership, urging readers to challenge their beliefs and embrace continuous adaptation.
The core components of mental agility in leadership are explored, with adaptability highlighted as a key quality for adjusting to shifting circumstances. Critical thinking is identified as crucial for analyzing complex situations, while creative problem-solving is essential for finding innovative solutions. Rapid learning is emphasized to stay ahead, along with reframing perspectives and maintaining curiosity for growth.
Navigating ambiguity and effective communication are recognized as necessary skills, along with change embracement and resilience. The book also touches upon toxic leadership traits to avoid replicating negative behaviors.
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Tags: Business Strategy, Coaching, Culture
Transforming Service: : How to Cultivate a Customer-Centric Mindset
Amazon Kindle Edition
September 13, 2024
Transforming Service: How to Cultivate a Customer-Centric Mindset explores the critical shift businesses must make to succeed in today's competitive environment by adopting a customer-centric approach. As customer expectations evolve, organizations are increasingly aware of the need to prioritize customer satisfaction and loyalty. This book serves as a guide for leaders, managers, and service professionals, providing them with essential tools and insights to foster a culture centered around the customer experience.
The book begins by defining customer-centricity and its importance in the current market landscape, supported by compelling statistics that demonstrate how exceptional service can significantly enhance customer retention and brand loyalty. It highlights that companies focused on customer experience are 60% more profitable than their counterparts who do not prioritize this aspect.
Subsequent chapters present practical strategies for embedding this mindset within an organization. Key topics include employee engagement, leadership's role in shaping service culture, and establishing feedback loops to better understand customer needs. Real-world examples and case studies from industry leaders illustrate successful transformations in service approaches, offering actionable steps for immediate improvements in customer interactions.
In its concluding sections, the book emphasizes that cultivating a customer-centric mindset is an ongoing journey rather than a one-time initiative. By committing to continuous improvement in service delivery, organizations can create sustainable competitive advantages while remaining responsive to evolving customer needs. The insights provided inspire readers to proactively transform their service culture for long-term success.
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Tags: Business Strategy, Culture, Customer Experience
Building Better from Bosses to Builders: A Guide to Transforming Organizational Dynamics
Amazon Kindle Edition
August 03, 2024
"From Bosses to Builders: Transforming Organizational Dynamics" explores the evolving roles within modern workplaces, emphasizing the critical nature of effective management and leadership for organizational success. The book delineates three distinct roles—bosses, leaders, and builders—each contributing uniquely to an organization's dynamics.
Bosses are primarily task-oriented, focusing on the "what" of operations. They excel in setting objectives, assigning tasks, and ensuring deadlines are met. Their strengths lie in establishing clear expectations and monitoring progress to achieve specific goals.
In contrast, leaders adopt a broader perspective by concentrating on processes and direction. They focus on the "where" of the organization, envisioning future possibilities and setting long-term goals. Leaders are adept at strategic planning and change management, guiding organizations toward their envisioned futures.
Builders elevate this conversation by emphasizing values—the "who" and "why" behind organizational actions. They play a crucial role in shaping company identity and culture, ensuring that every decision aligns with core values. Builders excel in cultivating a positive workplace culture, fostering community among employees, and reinforcing shared beliefs.
The book underscores that successful organizations recognize the importance of integrating these roles—balancing task management with visionary leadership while embedding strong cultural values. This holistic approach is essential for navigating the complexities of modern organizational dynamics.
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Tags: Business Strategy, Leadership, Open Source
Awakened Ascent : "Embrace, Evolve, Empower"
Amazon Kindle Edition
June 12, 2024
Awakened Ascent: " "Embrace, Evolve, Empower" delves into the concept of embracing challenges and stepping out of one's comfort zone to achieve personal growth and success. This non-fiction book explores how individuals often resist change due to fear, uncertainty, or a desire for stability, but in reality, true transformation and progress come from facing difficulties head-on.
Through a blend of real-life stories, psychological insights, and practical advice, this book challenges readers to reevaluate their perspectives on change and encourages them to embrace discomfort as a catalyst for growth. Drawing on research from various fields such as psychology, business, and self-help, the author presents compelling arguments on why staying in the "easy" zone hinders personal development and limits opportunities for innovation.
Readers will discover strategies for overcoming resistance to change, cultivating a growth mindset, and harnessing the power of discomfort to propel themselves towards their goals. The narrative is peppered with thought-provoking questions and reflective exercises designed to help readers apply the book's principles to their own lives effectively.
Moreover, Awakened Ascent: "Embrace, Evolve, Empower" features interviews with experts in the field of personal development and change management who share their insights on how embracing challenges can lead to profound transformations. These conversations provide additional depth and practical tips for readers looking to navigate transitions in various aspects of their lives.
In essence, Awakened Ascent : "Embrace, Evolve, Empower" is a compelling exploration of the transformative power of embracing discomfort and navigating change with courage and resilience. It empowers readers to confront their fears, take risks, and ultimately realize their full potential by venturing beyond what is comfortable or familiar. Get ready to challenge your assumptions, ignite your inner drive, and embark on a journey towards personal evolution with this insightful guide.
Hashtags #PersonalGrowth #EmbraceChange #SuccessMindset
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Tags: Coaching, Open Source, Personal Branding
The EX-CX Nexus: Balancing The Human Experience Equation : Unleashing the Power of Employee Experience and Customer Experience for Organizational Success
Amazon Kindle Edition
May 27, 2024
In today's interconnected and customer-centric world, organizations face a unique challenge: how to create an exceptional human experience that simultaneously encompasses both employees and customers. The equation is simple yet profound: when employees thrive, they deliver outstanding customer experiences, which in turn drive organizational success. Welcome to "The EX-CX Nexus: Unleashing the Power of Employee Experience and Customer Experience for Organizational Success." In this book, we explore the intricate relationship between employee and customer experiences and uncover the transformative power they hold for your organization. By understanding and optimizing this delicate balance, you can unlock a new level of performance, loyalty, and growth. We recognize that employees are the heartbeat of any organization. They are the ones who interact with customers, shape your brand, and drive innovation. Their experience within the organization directly impacts their ability to deliver exceptional customer experiences. By paying attention to their needs, aspirations, and development, you can cultivate a workforce that is engaged, motivated, and aligned with your organization's purpose. Simultaneously, customer experiences hold immense significance. Today's customers demand personalized interactions, seamless journeys, and memorable encounters with your brand. By prioritizing and investing in customer experience, you can build loyalty, generate positive word-of-mouth, and differentiate yourself from the competition. Throughout this book, we explore nine key strategies to balance employee and customer experiences effectively. From fostering a culture of empathy and empowerment to leveraging technology to enhance interactions, each strategy plays a pivotal role in shaping the human experience within your organization. By implementing these strategies, you will create a virtuous cycle where engaged employees deliver exceptional customer experiences, leading to increased customer loyalty, brand advocacy, and ultimately, organizational success. The human experience equation is not a simple formula but rather a holistic approach that requires continuous attention and adaptation. We extend our gratitude to the numerous experts and thought leaders who have contributed their insights and expertise to this book. Their collective wisdom and real-world examples will guide you on your journey to harmonizing employee and customer experiences. As you delve into the pages of this book, we encourage you to reflect on your organization's unique challenges and opportunities. Embrace the ideas presented here, adapt them to your specific context, and ignite a transformation that places the human experience at the heart of your organization's strategies.
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Elevating Human Experience: Transforming Human Experience
Amazon Kindle Edition
May 26, 2024
Elevating Human Experience explores the analogy of life as a piano, with white keys representing happiness and black keys symbolizing sadness. The book delves into how customer experience is akin to a symphony, blending harmonious moments with challenges to create lasting resonance. Drawing on personal experiences with music, the author emphasizes the importance of embracing both positive and negative interactions in business relationships.
The key points of the book include viewing customer experience as a complex composition that requires courage, passion, and acceptance. It encourages businesses to move beyond traditional measures of success and focus on building genuine connections with customers. The author highlights the transformative power of active listening, genuine connections, and embracing unpredictability in creating memorable customer experiences.
Notable insights from the book include seeing every customer touchpoint as an opportunity to craft a unique melody in the tapestry of relationships. It emphasizes that endings can lead to new beginnings and that enriching lives through human connection should be at the core of business practices. Ultimately, Elevating Human Experience calls for businesses to approach customer relationships with the same enchantment felt by children when music had the power to transport them to a world of possibilities.
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Taking A Leap of Service: Experience The Power of Customer Happiness
Amazon Kindle Edition
May 26, 2024
In today's competitive business landscape, organizations are constantly striving to differentiate themselves and deliver exceptional service. While traditional metrics of success, such as titles and external expectations, may hold significance, true fulfillment lies beyond these conventional labels. This book explores the importance of embracing the power of customer experience, human experience, and customer happiness as strategies to empower businesses and drive service excellence.
Taking A "Leap of Service" is a compelling exploration into the transformative power of exceptional customer service within any organization. The book underscores the pivotal role leadership plays in cultivating an environment where excellent service flourishes, starting from the top and permeating through every level of the company. It emphasizes that for customer service to be genuinely effective, it must be deeply rooted in the company's core values, mission statement, and culture.
The narrative delves into the psychology of both the company and its customers, arguing that alignment between a company's practices and its foundational principles is crucial for maintaining integrity and fostering positive customer experiences. Management's behaviour sets a precedent for staff engagement with customers, highlighting the importance of leading by example in service and communication.
Key points include the necessity of understanding customer psychology to meet their needs effectively. Customers seek acknowledgment, especially during grievances, making it essential for companies to approach service with empathy, positivity, and gratitude. The book introduces practical strategies such as maintaining a positive attitude, expressing thankfulness towards customers, and employing S.E.C. (Smile, Eye Contact & Compliment/Comment) to build rapport and ensure meaningful interactions.
Taking A "Leap of Service" offers insightful guidance on embodying empathy in customer interactions—encouraging businesses to view situations from their customers' perspectives to enhance decision-making processes and overall service quality. This work serves as a blueprint for organizations aiming to elevate their customer service standards by instilling a culture of respect, understanding, and excellence at every touchpoint.
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Tags: Culture, Customer Loyalty, Open Source
Elevate: Shattering Constraints, Achieving Personal Excellence ! (E.S.C.A.P.E): "Exiting the Solomon Paradox"
Amazon Kindle Edition
May 26, 2024
Elevate: Shattering Constraints, Achieving Personal Excellence !(E.S.C.A.P.E) explores the concept of the Solomon Paradox, where individuals often find themselves giving better advice than they follow themselves. The book delves into the underlying reasons behind this intriguing phenomenon and offers practical tips and strategies for overcoming it.
The author begins by emphasizing the importance of self-reflection and self-awareness in recognizing areas where there may be a disconnect between the advice we dispense and the actions we take in our own lives. Through introspection, readers are encouraged to identify patterns, biases, or internal conflicts that may hinder their ability to align their actions with their words. By gaining a deeper understanding of the underlying factors contributing to the paradox, individuals can begin to break free from its constraints.
Practicing what one preaches is a key theme in addressing the Solomon Paradox. The book guides readers on setting realistic goals and taking consistent actions that align with the advice they offer. It emphasizes the significance of personal integrity and the impact it has on building trust and credibility with others. By consciously aligning actions with words, individuals can bridge the gap between advice and personal behavior, leading to a greater sense of authenticity and personal excellence.
Furthermore, the book explores the importance of seeking accountability partners and creating a supportive network of individuals who can hold us responsible for our actions. By enlisting trusted friends, mentors, or colleagues as accountability partners, individuals can receive valuable feedback and support, helping them stay on track and maintain consistency in their actions. Additionally, the book underscores the importance of remaining open-minded and continuously learning, as embracing new ideas and perspectives can further enhance personal growth and the ability to follow through on one's advice.
Elevate: Shattering Constraints, Achieving Personal Excellence ! (E.S.C.A.P.E) empowers readers to overcome the Solomon Paradox and strive for personal excellence. By cultivating self-awareness, aligning actions with advice, seeking accountability, and embracing continuous learning, individuals can break free from the constraints that hold them back and elevate themselves to new heights of personal and professional success.
Hashtags: #selfimprovement #personaldevelopment
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Tags: Coaching, Open Source, Personal Branding
Multiple global award-winning FCMI –FIML Chartered Manager, Benson Mukandiwa was the guest of honour.
https://masvingomirror.com/beitbridge-business-expo-awards-65-leaders/
April 02, 2023
BEITBRIDGE- Beitbridge Business Expo and the local Municipality have honoured 65 business leaders for excelling in 2022.
Beitbridge held its Corporate and People Choice inaugural awards at a local lodge in the border town on Saturday.
Multiple global award-winning FCMI –FIML Chartered Manager, Benson Mukandiwa was the guest of honour. The Awards ran under the theme; Beitbridge 24/7.
The awards were divided into 20 categories and 19 of these had the winner, first, and second runners. Lifetime Achievement award went to eight individuals for excelling in different fields.
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Tags: Business Strategy, Culture, Customer Experience
Corporate & People’s Choice Awards
https://fams-international.com/fams-wins-clearing-agent-of-the-year-for-sub-saharas-busiest-border-crossing/
March 28, 2023
The ceremony was attended by over 200 people, coming mainly from businesses within the Beitbridge community or other cities. The Guest of Honor was the CEO of the Nyaradzo Business Group, Mr Philip Mataranyika, represented by Mr Benson Mukandiwa. He spoke about the importance of customer care in all business operations and how it leads to greater customer retention.
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Tags: Business Strategy, Culture, Customer Experience
Benson Mukandiwa, Customer Service Strategist
twitter
February 27, 2019
@Seamless_Africa
Southern Africa 2019 - Hear from Benson Mukandiwa, Customer Service Strategist. "To my coterie of affiliates and professionals;
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Tags: Culture, Customer Experience, Customer Loyalty
Nomics of Customer Experience Four Competences of Customer Management
Keynote Speakers at African Retail E-Commerce Summit in Cape Town March 2018,
September 11, 2017
Seamless Southern Africa 2019.
“Nomics of Customer Experience Four Competences of Customer Management”
Important information: Seamless Southern Africa 2019!
Venue: Cape Town International Convention Centre, Cape Town.
Registration: Tuesday and Wednesday, 12th and 13th March from
08:00
| Encircled: Benson Mukandiwa
Benson Mukandiwa
Chartered Institute for Customer Management
Seamless Payments Africa 2018
Cape Town International Convention Centre, Cape Town,
South Africa
Monday, March 5, 2018 - Tuesday, March 6, 2018
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Tags: Culture, Customer Experience, Customer Loyalty
Businesses fail customer test : Study
https://www.pressreader.com/zimbabwe/chronicle-zimbabwe/20180903/281616716244836
September 03, 2018
A MAJORITY of businesses in Zimbabwe are not performing well partly because of failure to meet their customer needs, latest research findings show.
Delayed response to customer queries and failure to manage long queues are the top factors that frustrate customers in the country.
The Chartered Institute of Customers Management (CICM) in partnership with Select Research (SR) conducted the study whose findings were revealed at a business gathering in Bulawayo on Friday. The Contact Centre Association of Zimbabwe (CCAZ) hosted the meeting at a city hotel.
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Tags: Culture, Customer Experience, Customer Loyalty
https://www.chronicle.co.zw/southern-region-service-excellence-awards-bigger-better/
newsofthesouth
April 10, 2018
southern-region-service-excellence-awards-bigger-better
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Tags: Customer Experience, Customer Loyalty, Marketing
leadership-matrix-customer-centricity
newsofthesouth
March 03, 2018
LEADERSHIP should lead in the matters of customer service. Customer experiences involves a lot of intricacies and paradox and today I (J.N) engage Benson Mukandiwa (B.M) who is Chartered Manager and Member of the Chartered Management Institute (CMI). He evangelizes customer management around the world through keynotes, articles, tweets and his books, including best-selling customer and employee satisfaction. He is widely acknowledged by a coterie of affiliates and professionals as a customer service strategist, consumer psychologist & expert, business analyst, writer and research fellow in customer management. We had to delve deeper on the issues of customer service.
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Tags: Culture, Customer Experience, Leadership
Zimbabwean businesses urged to value customer service
https://bulawayo24.com
April 15, 2017
Contact Centre Association of Zimbabwe (CCAZ) southern region spokesperson Benson Mukandiwa said service excellence is now an indispensable standard of service quality every serious brand must set as a benchmark for both their internal and external market share growth.
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Tags: Customer Experience, Entrepreneurship, Leadership
questions-of-difference-qod-building-consistent-brands-sales-what-comes-first-employee-experience-versus-client-experience-towards-a-nexus/
newsofthesouth
April 09, 2017
https://newsofthesouth.com/questions-of-difference-qod-building-consistent-brands-sales-what-comes-first-employee-experience-versus-client-experience-towards-a-nexus/ 09 , Apr 2017 in Business Slider
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Tags: Business Strategy, Customer Experience, Customer Loyalty
https://newsofthesouth.com/zimbabwes-outstanding-customer-service-strategist-benson-mukandiwa-honoured-for-excellence/
newsofthesouth
December 29, 2014
Mukandiwa was recently conferred a Fellow professional member status by Chartered Institute of Customer Relationship Management Africa (CICRMA); in recognition of his outstanding writings on Customer Relationship Management. The simply looking but practical in action management practitioner remained confident and yet down to earth during the one hour interview on Christmas day at a leading African traditional restaurant in the Metropolitan City of Bulawayo, in Zimbabwe.
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Tags: Customer Experience, Leadership, Management
The #CX Hall Of Fame 2022
Winner of the Referral Competition
Customer Experience World Games 2024 Judge
Certificate of Appreciation - Customer Centricity World Series 2023
FintechSummit 2023 speakers
World's Top 30 Customer Experience Professionals for 2023
