The Untapped Potential for CX in the Caribbean w/Roger Nicholas

Today Adam Dorrell chats with Roger Nicholas of Caribbean Based Cite-Up, which is a leading regional distribution and promotion company, giving  real-time feedback on in-store product performance. The company covers 20 territories in the Caribbean, representing 180+ brands, in nearly 1000 outlets with nearly 6000 visits a month. 

Roger is based in San Fernando, Trinidad & Tobago. He calls himself “the hunting dog” because of his deep experience in companies large and small. He is also a certified Net Promoter professional. 

Adam is fascinated to learn the cultural differences - and Roger talks at length about how customer service in the Caribbean is different to the US or Europe. According to him,  it’s initially less urgent - but way more friendly. There is an opportunity to deliver even better service, and with the mineral wealth of the country, and the highly educated workforce, he says this is a new frontier of growth. 

And now Roger is starting a “Customer Experience movement” in Trinidad and Tobago - his vision is to bring the untapped potential of the country for happy business relations, and make the connection to sustainable revenue. His  goal is to get the Caribbean to better CX as soon as possible.