1st-Nov-2025 • Alice Wambui • Customer Experience
In today's competitive market, it's not enough for small and medium enterprises (SMEs) in Kenya to offer quality products or services. Customer experience is the key differentiator that sets successful businesses apart from their competitors.
Why is customer experience crucial for SMEs? A study by Salesforce Research found that 80% of customers are willing to pay more for a better experience, while PwC reported that businesses with strong customer experiences see a 14% higher revenue growth than those without.
To deliver exceptional customer experiences, it's essential to know your audience. Understanding their needs, preferences, and pain points will allow you to tailor your services accordingly. For example, a local bakery could conduct surveys or focus groups to learn about the desserts customers prefer and any dietary restrictions they have.
Simplify and personalize the customer journey by removing friction points. Ensure that your business management platform, such as Lipabiz, is user-friendly and seamlessly integrated with your payment system. This will make it easier for customers to navigate through their interaction with your SME.
Effective communication is key in building strong relationships with your customers. Respond promptly to queries and concerns, and be transparent about business processes and policies. A proactive approach will help build trust and loyalty among your customer base.
Collecting and acting on customer feedback is essential to improving your SME's offerings. Regularly survey your customers to gather insights into their experiences, and make data-driven decisions based on their responses.
Encourage your team members to go above and beyond for your customers. Provide them with the training, tools, and support they need to deliver exceptional customer experiences consistently.