…Unveils THE SAPPOR FRAMEWORK
Mrs. Patricia Sappor, one of Ghana’s most respected banking executives and the first woman to lead the Chartered Institute of Bankers, Ghana (CIB Ghana), has launched her third book, ‘Creating a Unique Client Experience: How Leaders Build Client-Centric Organizations and Inspire True Loyalty’, together with the SAPPOR framework, a practical model for building a service culture that lasts.
The launch, which was organized virtually, was moderated by Mr. Robert Dzato, Chief Executive Officer of CIB Ghana, and chaired by Mr. Albert Essien, Board Chairman of Development Bank Ghana and former Group Chief Executive Officer of Ecobank Transnational Incorporated.
It drew chief executives, board chairs, entrepreneurs and clergy together. The Governor of the Bank of Ghana, Dr. Johnson Pandit Asiama, was among the dignitaries acknowledged. Mr. Tony Elumelu, Chairman of Heirs Holdings and former Group Chairman of UBA, was represented by high-ranking customer-experience executives from UBA Group and Heirs Insurance Group.
Drawing on more than three decades of banking and leadership experience, the book reinforces that customer-centricity must extend beyond courtesy and frontline service to encompass policies, processes, systems, technology and human interactions that shape the customer experience. It positions client experience as a responsibility of organisational leadership rather than a function to be delegated solely to customer service departments.
Mr. Essien in his remarks described the book as a playbook that addresses an important source of competitive advantage, particularly at a time when products and pricing strategies can easily be replicated. “Products can be copied in weeks. Prices can be undercut overnight. But there is one thing no competitor can copy, and that is the way an institution makes its people feel,” he said.
He added that the book provides leaders with guidance on moving customer service “from a poster on the wall to behaviour in the hallway, from a department to a DNA.”
Bishop Patricia Sappor in her address mentioned that her motivation for writing the book was informed by both her professional experience and personal observations of poor service delivery in some institutions and the need to improve customer service not only in Ghana but the continent at large.
She recalled an experience at a medical facility about eight years ago, where vulnerable patients received care without the empathy and attention they needed. She also recounted a conversation with a finance executive who questioned why a profitable company should continue to invest in customer experience. “Over the years, I have come to appreciate that the customer is the oxygen that keeps an organisation alive. Without customers, there is no business, no institution and, ultimately, no reason for an organisation to exist. Yet, customer experience is often treated as a departmental responsibility rather than a fundamental leadership obligation,” she said.
“Client experience is not a luxury. It is indeed a divine necessity. It goes beyond being courteous or putting on a smile. It is about creating systems, processes, policies and cultures that make people feel valued, respected and consistently served. Every interaction matters, whether it takes place at the frontline, through a digital platform or within the internal processes that determine how quickly and effectively an organisation responds to its customers,” she added.
She challenged organisational leaders to examine whether customers need personal connections to receive timely service and recommended ways technology can be leveraged to help institutions, including hospitals, anticipate customer needs rather than wait for them to seek assistance.
“As Leaders we must therefore take ownership of the experience our organisations deliver. We must ask ourselves these difficult questions.
- Do people have to know ‘a big man’ before they can receive the service they deserve?
- Are our systems designed around the convenience of the institution or the needs of the customer?
- Are we using technology to make service more accessible, responsive and humane?” she remarked.
She however commended leaders across various sectors in Ghana for their unrelenting efforts in raising the bar of excellence, citing SSNIT’s online medical support for pensioners and the simplicity of the use of the ECG mobile app for recharging electricity as examples
Embedded in the book, is THE SAPPOR FRAMEWORK, which outlines six steps organisations can adopt to establish and sustain a customer-centric culture.
The framework requires organisations to:
- S- Set the vision,
- A- Assess the current state,
- P-Promote awareness and standards,
- P-People, processes and technology alignment,
- O-Observe, measure, own and reward performance, and
- R-Reinvent continuously.
The model is intended to provide organisations with a structured approach to assessing their existing service culture, aligning internal systems and measuring performance while continuously improving the customer experience.
Reviewers of the book described the Framework as Bishop Sappor’s signature contribution and called the publication “the blueprint that we need for customer centricity.” The reviewers said its principles were relevant institutions that engage clients or members extending to, financial, healthcare, education and faith-based organisations.
Dr. Ellen Hagan, Chief Executive of L’AINE Services Limited and co-founder of Legacy Girls’ College, formally launched the book and framework. “In the race to become more technologically advanced, let us never become less human,” she said.
Institutional and industry endorsements
The President of CIB Ghana, Dr. Ellen Ohene-Afoakwa, congratulated Bishop Sappor on her contribution to the banking profession and her distinction as the Institute’s first female president. She indicated that the book will be another source of knowledge acquisition for the Institute’s courses.
The President of the Institute of Directors Ghana, Mrs. Mary Asare-Yeboah, also endorsed the publication, emphasizing the fact that service excellence must be established as an organisational culture rather than treated as a one-off initiative.
Mr. Arnold Ekpe, former Group Chief Executive of Ecobank Transnational, Inc. who also reviewed the manuscript before publication, described Bishop Sappor as a missionary of customer service across Africa. He said he had not encountered any publication on client centricity that examined the subject in to such depths.
Dr. Awuraa Abena Asafo-Boakye an Executive Legal Consultant of Ecobank Ghana PLC, who joined the bank alongside Bishop Sappor in 1996, highlighted Bishop’ s contribution to strengthening Ecobank’s customer-focused reputation.
The foreword to the book was written by Mr. Samuel Ashitey Adjei, former Managing Director and Board Chairman of Ecobank Ghana. He described how the privilege of fore-wording the book turned into joy when he started reading the book.
Religious leaders also commended the author for sharing her professional and personal experiences. Archbishop Nicholas Duncan-Williams, Founder and Presiding Bishop of Action Chapel International, who has known Bishop Sappor for more than 40 years, praised her decision to document and share the lessons from her career.
“Having known Mrs. Patricia Sappor for over 40 years, I have witnessed her dedication to excellence, integrity and service. Her decision to document the lessons from her professional and personal journey is commendable. This book is not merely a reflection of her experience but a valuable resource for leaders seeking to build institutions that genuinely serve people,” he said.
Most Rev. Dr. Samuel Noi Mensah, Chairman of the Board of Trustees of the Full Gospel Church International, led a prayer of dedication for the publication.
Availability and support
Participants at the launch were invited to sponsor copies of the book and support the publication of future titles. Orders were received during the programme, including a request for at least 100 copies.The book is available for orders through WhatsApp on 0559897115 and at the Dominion Bookshop at Action Chapel International on Spintex Road.It can also be purchased online through Amazon, Barnes & Noble, Kobo, Smashwords and Apple Books.
About the Author
Bishop Patricia Sappor is a seasoned banker, author and inspirational leader with over four decades of professional experience, including over three decades shaping and influencing the financial services industry. As the first female President of the Chartered Institute of Bankers, Ghana, and a former senior executive at Ecobank Ghana Plc and the Ecobank Group, she has passionately championed excellence in client engagement and service innovation.
Beyond her corporate achievements, Patricia is the founder of Empowered for Influence (LBG), a non-governmental organisation dedicated to equipping middle-aged corporate ladies and developing them into impactful leaders. As a reverend minister at Action Chapel International overseeing four branches of the church, she blends professional expertise with spiritual mentorship to inspire transformation.
She is the author of two books: The Christian Woman: Secrets to Enjoying Your Marriage, which has transformed the lives of women by empowering them to thrive in both career and marriage; and Creating Wealth and Enjoying It, which inspires financial discipline.With her unique blend of banking expertise, leadership insight and professionalism, Bishop Patricia Sappor brings a fresh perspective and a roadmap to client engagement, making her a trusted voice on creating experiences that truly matter.She is married to Mr Frederick Sappor, a Chartered Accountant, and they are blessed with three loving children, five grandchildren, two daughters-in-love and a son-in-love.
About the Book
‘Creating a Unique Client Experience’ is a practical guide to delivering consistent, memorable customer experiences that drive long-term organisational success. Drawing on decades of professional experience, it explores the principles of exceptional service delivery, customer loyalty, leadership accountability and systems that shape every client interaction.
At the heart of the book is THE SAPPOR FRAMEWORK, a practical, step-by-step model that enables leaders and organisations to translate customer experience strategy into meaningful action.
By applying this framework, businesses can create distinctive, memorable experiences that build trust, strengthen client loyalty and support sustainable growth.Whether you are building a customer-centric culture, improving service delivery or seeking to differentiate your organisation in a competitive marketplace, Creating a Unique Client Experience’ provides the practical tools and insights to make every client interaction count and create true client loyalty.
