CxBlog

Unrequited Love – Motor Insurance I invested in a lop-sided relationship, and alas I got nothing of equal measure in return. Where is the love, where is the loyalty? I am Ahimaa (pronounced a: hi: maa), a 54-year-old young woman who has experienced unrequited love from my insurance company. I…

The Airline Experience II Power and might belong to our God forever and ever Amen…..” Out of the darkness and dead silence came this song from some ladies at the back of the plane. I believe they meant well, hoping it would lessen the fear, rather it intensified my anxiety.…

The Airline Experience The usual airplane chatter had ceased, and there was dead silence except for the sounds of the aircraft shuddering and luggage moving in the overhead compartments. This was an encounter with my less preferred local carrier. Customary to this airline is anything from delayed flights to canceled…

Great Restaurant Experience Great Restaurant Experience Part II  I am a sucker for details when it comes to anything related to #customer experience, I have had ordinary #restaurantexperiences in places you would expect better, however, the following elements sold me. I am Ahimaa (pronounced a: hi: maa), I recently had…

Great Restaurant Experience Great Restaurant Experience Part 1 I recently had an unexpectedly great #restaurantexperience. There have been a few not-so-good experiences in restaurants I was expecting better, so expectations were nonexistent, however, the entire experience from beginning to end was pleasurable. I am Ahimaa (pronounced a: hi: maa), a…

The Golden Bean Hotel; The Case of Continuous Improvement The Golden Bean Hotel; The Case of Continuous Improvement I am Ahimaa, (pronounced a:hi:maa) a Customer Experience (CX) Management Practitioner. I am wired to look out for customer experience-related issues at every service encounter. Though I agree with the aphorism that…

My childhood friend Dr. Phil called me one morning excitedly, saying, “I have a great Customer Experience story for your blog, this is a very simple story about a car washing bay, but it was a great experience for me”. I am Ahimaa (pronounced a: hi: maa), a Customer Experience…

I lost a Breast due to a bad Patient Experience A simple question of “when was your last Menstrual Cycle ” led to a Mastectomy. Simple as that…wait a minute. Is it that simple a story? I am Ahimaa, (pronounced a:hi:maa). A 48-year-old female breast cancer survivor with one breast…

The Suspended Bank Teller I am currently on a four-week suspension for poor service delivery due to customer complaints about my service attitude. In the past quarter, I have received a couple of warning letters from Human Resources and attended customer service training to improve my service attitude. I am…

Physically Challenged Individuals Cannot Have Fun!!! I am Ahimaa, (pronounced a:hi:maa). I am physically challenged; I sometimes walk with the assistance of a prop due to a polio infection in my early childhood. I am a 45 year old female network engineer in the Telecom industry, my office is within…