This archive report was first published on 22 November 2019.
Published on November 22, 2019, Makandi Muchiri, a specialist in customer experience, shares her inspiring story of how she transitioned into the field and what drives her passion for crafting customer loyalty.
Muchiri, who is currently the Senior Manager of Customer Experience at Family Bank, has a unique blend of economics and sociology background, which she believes has been instrumental in her success.
She recalls her university days, where she initially struggled to find direction, but eventually discovered her passion for the wellbeing of others through her sociology studies.
After graduating with an Economics and Sociology degree from Kenyatta University, Muchiri faced challenges in finding a job. However, she persevered and eventually landed a role as an insurance salesperson, which marked the beginning of her career journey.
Through hard work and determination, Muchiri rose through the ranks, becoming a Team Leader, Supervisor of a call centre, and eventually, an Assistant Manager of Customer Service.
It was during this time that she discovered the concept of Customer Experience, which resonated with her and sparked her interest in the field.
With her newfound expertise, Muchiri joined Family Bank, where she is now responsible for crafting customer experiences that drive loyalty and satisfaction.
She emphasizes the importance of empathy, communication, and interpersonal skills in customer experience, highlighting that it's not just about providing assistance, but about creating a seamless and enjoyable experience for customers.
When asked about her favorite part of the job, Muchiri reveals that she loves meeting new customers and gathering feedback to adjust their strategies and meet customer expectations.
