Mrs. Patricia Sappor, Ghana’s first woman to head the Chartered Institute of Bankers, Ghana (CIB Ghana), launched her third book, Creating a Unique Client Experience: How Leaders Build Client‑Centric Organizations and Inspire True Loyalty, alongside the SAPPOR framework, a practical model for building a lasting service culture.
The virtual launch, moderated by CIB Ghana CEO Mr. Robert Dzato and chaired by Development Bank Ghana Board Chairman Mr. Albert Essien, drew chief executives, board chairs, entrepreneurs and clergy. Dignitaries included Bank of Ghana Governor Dr. Johnson Pandit Asiama and representatives of UBA Group and Heirs Holdings.
Drawing on more than thirty years of banking and leadership experience, Sappor stressed that customer‑centricity must permeate policies, processes, systems, technology and human interactions, and that it is a leadership responsibility, not merely a customer‑service function.
Mr. Essien described the book as a playbook for competitive advantage, noting that while products and prices can be replicated, the way an institution makes its people feel cannot. He added that the book guides leaders to embed customer service into the very DNA of an organization.
In her address, Sappor cited personal encounters with poor service delivery and argued that client experience is a divine necessity that goes beyond courtesy. She urged leaders to use technology to anticipate needs and to create systems that consistently serve customers.
The SAPPOR framework, embedded in the book, outlines six steps for assessing and sustaining a customer‑centric culture, offering a structured approach to align internal systems and measure performance.
Reviewers hailed the framework as a blueprint for customer centricity across finance, healthcare, education and faith‑based sectors. Dr. Ellen Hagan of L’AINE Services Limited and co‑founder of Legacy Girls’ College welcomed the book, while Dr. Ellen Ohene‑Afoakwa, President of CIB Ghana, praised Sappor’s contribution to the banking profession.
Mr. Arnold Ekpe, former Ecobank Group CEO, called Sappor a missionary of customer service across Africa, noting the book’s unique examination of client centricity.
With the launch, Sappor hopes to inspire leaders to take ownership of the experience their organizations deliver and to embed service excellence into the core culture of institutions.
