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Author: Eniola Ositelu

 Keys to Building Exceptional Customer Experience : The First Step

Results from the Expectation Phase naturally spill over into the Engagement Phase. Here is the truth. Without engagement, there is no business. This makes the Expectation Phase crucial for standing out in the marketplace. There are two key circumstances to consider:  When Customers Are Actively Seeking Your Product or Service: Here, you need to ensure your presence in the right places where customers search for solutions. 

When You Need to Position Your Product or Service as a Solution: In this scenario, you must strategically position your offering as the best answer to the customer’s needs.

Practical Strategies for Integrating Customer Experience into Business Operations

The cornerstone of any successful customer experience strategy is a thorough understanding of your customers. Who are they? Have their needs evolved? Are there any neglected segments that should be reconsidered or explored? These questions are vital as they inform the rest of your strategy. Knowing where your customers are in the buying phase, what they are trying to achieve, and where they typically research for solutions helps tailor your approach to meet them right where they are. 

Designing the Experience: Three Key Phases

Customer Experience; A Crucial Pillar for Sustainable Growth 

A few key factors influence consumer decisions prominently: convenience, brand reputation, price, referrals, and increasingly, customer experience. This quintet forms what I like to call the “sacred list” of customer priorities. Ignoring any of these can be detrimental to any business not protected by monopoly or oligopoly conditions. 

Building a Culture of Intentional Customer Experience 

Empathy is the cornerstone of a successful customer experience strategy. It underpins every decision made in the customer journey, from addressing pain points to implementing solutions that ease customer frustration. Without empathy, even the best-laid plans can fall apart when challenges arise. 

Why Customer Experience Beats Price Wars in Achieving Business Success 

Recently, the CEO of Nigerian Airline Air Peace Allen Onyema expressed concerns over international competitors lowering their prices to frustrate them out of business. This scenario prompts the question: Is price the only way to compete? Instead, focusing on what customers truly value—be it more generous luggage allowances, empathetic customer service, local delicacies, or unique concierge services—can differentiate an airline in a crowded market. 

Nurturing Your Support System: Key Pillars for Success

Support systems serve as the bedrock for realising our dreams, providing invaluable assistance and guidance at every stage of our journey. Let us dissect the three key types of support systems. 

Let us start with the forming System. These are the individuals who recognise our potential even before we do. They spot our talents and abilities, often offering opportunities that propel us towards our goals.


In our prior discussion concerning self-leadership, we delved into the essential pillars assisting individuals through arduous periods. Our attention now turns to detractors, those who may impede our path to success. This exploration will reveal the identity of detractors, methodologies for engagement, and strategies to adeptly navigate around them.

How does one identify detractors? Manifesting in various guises, each presents unique challenges and requires specific strategies for navigation. Discerning their motivations and behaviours is crucial for mitigating their impact.

Key Pillars of Self-Leadership for Unprecedented Growth 

The wisdom shared in the Book of Proverbs holds true – “As a man thinketh, so is he.” Your journey begins with your mindset. Shed limiting thoughts and beliefs that shackle your potential. Athletes like Michael Jordan, the late Kobe Bryant, and Tiger Woods attribute their success to a mindset that perseveres through temporary pain and delays for gratification. These athletes were not necessarily the most naturally gifted; their mindset was simply different. The self-led must shift from a survival mindset to one focused on making a lasting impact and witness the transformative power of your thoughts. 


Amidst prevailing uncertainties today, many grapple with discovering their purpose, achieving ambitions, or simply regaining stability. This juncture demands introspection and the exercise of self-leadership, which I interpret as the deliberate process of managing one’s internal fortitude to uplift oneself, leveraging available resources for support throughout the journey. Within this article, I aim to explore three pivotal aspects: oneself, one’s support system, and potential detractors.