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203: Palesa Nhlapo - Leading with Empathy: Redefining Customer Growth
Manage episode 475691981 series 3579633
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In this episode, Palesa Nhlapo, Head of Customer Growth for the Personal Segment at FNB South Africa, explores how real impact in customer experience begins with human understanding. She shares how her team focuses on identifying and responding to pivotal life moments, such as job losses or the passing of a loved one, not merely with products but with compassion and timing that matter. Rather than treating customers as data points, Palesa believes in meeting them where they are and designing solutions that speak to both their needs and emotions.
She discusses the importance of empowering frontline staff to be brand ambassadors, capable of delivering experiences that resonate beyond the transactional. Her leadership is rooted in empathy, personal growth, and an unwavering commitment to authenticity—principles that guide how customer journeys are shaped and how teams are inspired. This episode is a compelling listen for anyone looking to elevate their customer strategy by reconnecting with the human behind the customer.
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