{
  "id": 18495912,
  "title": "Patricia Sappor Launches New Book, ‘Creating A Unique Client Experience’",
  "url": "https://urgent.news/2026/11/06/patricia-sappor-launches-new-book-creating-a-unique-client-experience",
  "topic": "world",
  "section": "World",
  "published": "2026-11-06T11:51:14.000Z",
  "source": {
    "name": "Daily Guide Network",
    "slug": "daily-guide-network",
    "url": "https://dailyguidenetwork.com/patricia-sappor-launches-new-book-creating-a-unique-client-experience/"
  },
  "original_language": "en",
  "account": "Ghana's esteemed banking executive Patricia Sappor has released her third book, 'Creating a Unique Client Experience: How Leaders Build Client-Centric Organisations and Inspire True Loyalty', along with THE SAPPOR FRAMEWORK, a model for establishing enduring service cultures. The virtual launch, moderated by CIB Ghana CEO Robert Dzato and chaired by Development Bank Ghana Board Chairman Albert Essien, was attended by business leaders, including clergy.\n\nSappor's book underscores that customer-centricity should go beyond polite gestures to include policies, processes, systems, technology, and human interactions. It asserts that client experience is a responsibility of organizational leadership, not merely a departmental function. Essien emphasizes that in a world where products and pricing are easy to copy, a company's ability to create a memorable client experience is its unique selling point.\n\nDrawing from her professional journey and personal experiences with subpar service, Sappor emphasizes the importance of viewing customers as the lifeblood of any organization. She contends that client experience is not a luxury, but a vital necessity, urging leaders to contemplate whether customers require personal connections to receive timely service and if their systems are designed with customer needs or the institution's convenience in mind.\n\nEmbedded in the book is THE SAPPOR FRAMEWORK, a six-step guide to maintaining a customer-centric culture: setting the vision, assessing the current state, promoting awareness and standards, aligning people, processes, and technology, observing, measuring, owning, and rewarding performance, and continuously reinventing. Critics lauded the Framework as Sappor's signature contribution, hailing the publication as the \"blueprint for customer centricity\" with principles applicable to various sectors, including finance, healthcare, education, and faith-based organizations.",
  "summary": "Patricia Sappor Launches New Book, ‘Creating a Unique Client Experience’ Patricia Sappor, one of Ghana’s most respected banking executives and the first woman to lead the Chartered Institute of Read More... The post Patricia Sappor Launches New Book, ‘Creating A Unique Client Experience’ appeared first on DailyGuide Network .",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}