Sometimes purpose and calling might be found in moments of curiosity, wonder, and playfulness defined in our early years.
As a nine-year-old child in Zimbabwe, a spark ignited within me. I found myself captivated by the joy of teaching. To my imaginary class of students, I eagerly played the role of an educator and spent tireless hours imparting knowledge to my equally eager to learn class. As I matured into my teenage years, a new passion emerged – this time, a deep-seated curiosity about the world around me. When my parents sent me to the grocery store or shops in our community, I began to question the quality of the customer service provided, thus setting the stage for a lifelong commitment to seeking excellence and driving positive change through the implementation of a customer centricity business model.
With a PhD in customer-centricity transformation and authorship of "Customer Centricity: Creating a Sense-Making Framework for Developing Economies," I champion the belief that true transformation thrives when every facet of a business focuses intensely on the right customer, collaborates seamlessly, and prioritizes customer needs in all decisions.
For over 16 years, I've guided corporations, non-profits, government agencies, and small-to-medium-sized businesses to implement customer-centric strategies, positioning them as respected industry players. I serve as a lecturer at the DaVinci Institute of Technology, teaching undergraduate students in customer-centric strategy, and have developed a certificate program in customer-centricity in collaboration with the University of South Florida and Academia Central.
My global experience provides me with a unique perspective, informing my approach to empower organizations to forge lasting connections with their customers. I offer expertise in customer retention and loyalty, using platforms like workshops, presentations, and coaching sessions to support organizations in implementing change.
Approaching my work with a systemic lens has empowered me to craft holistic solutions that not only meet immediate customer needs but also ensure the long-term sustainability and effectiveness of organizations. By delving into various aspects of customer centricity, such as organizational customer segmentation, voice of customer, culture, processes, technology, customer value development, market dynamics, and stakeholder relationships, I have helped organizations uncover opportunities for improvement and innovation that benefit both the business and its customers.
I have helped organizations uncover opportunities for improvement and innovation that benefit both the business and its customers.
If you seek a strategic partner who offers an objective viewpoint on effectively managing your customers and showcasing leadership in customer centricity transformation, I invite you to contact me.
