Patricia Sappor launches a new book, ‘Creating a Unique Client Experience’

Ghana's respected banking executive, Patricia Sappor, has unveiled her third book, 'Creating a Unique Client Experience: How Leaders Build Client-Centric Organizations and Inspire True Loyalty', alongside the SAPPOR framework. The launch took place virtually and was moderated by CIB Ghana's CEO, Robert Dzato, and chaired by Albert Essien, the Board Chairman of Development Bank Ghana and former Group CEO of Ecobank Transnational Incorporated.

The event attracted key figures such as the Bank of Ghana Governor Dr. Johnson Pandit Asiama, Tony Elumelu, Chairman of Heirs Holdings, and high-ranking executives from UBA Group and Heirs Insurance Group.

The book emphasizes that customer-centricity extends beyond mere courtesy and frontline service, encompassing policies, processes, systems, technology, and human interactions that shape the customer experience. Sappor posits that client experience is a responsibility of organizational leadership rather than a delegated function.

In her address, Sappor shared her motivation for writing the book, noting that the need to improve customer service is universal, not just in Ghana but across the African continent. She recounted experiences of poor service delivery in various institutions and the importance of investing in customer experience, stating that the customer is the "oxygen that keeps an organization alive".

Sappor introduced the SAPPOR framework, a practical model for building a service culture that lasts. The framework consists of six steps: Setting the vision, Assessing the current state, Promoting awareness and standards, Aligning people, processes, and technology, Observing, measuring, owning, and rewarding performance, and Reinventing continuously.

Institutional and industry endorsements praised Sappor for her contribution to the banking profession and her distinction as the first female president of the Chartered Institute of Bankers of Ghana.