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Customer is king, forum reminds operators

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By Prince Osuagwu

Etisalat Nigeria, last week, joined efforts with its partners, Montgomery West Africa to set up first Customer centric summit in Nigeria, challenging fellow operators, at the end of the event, to hold sacred the age long adage that ‘customer is king.’

Etisalat said the three days event was necessary for it to also remain focused to its customer-centric strategy that customers must come first on quality service delivery.

At the maiden Customer Centricity Summit held at the Intercontinental Hotel in Lagos recently The three-day event was themed ‘Service Experience – What does Customer Centricity Mean for Business?’

The summit however showcased and explored innovative strategies in designing, implementing and managing evolving multichannel customer experience in Nigeria’s dynamic customer environment.

Panel discussions at the event, focused on what customer centricity meant and how businesses can achieve it. The speakers also examined what customers considered to be excellent service experience, standard service delivery, customer experience transformation strategies, customer satisfaction, digital service delivery and the effects of internal changes on customers.

Meanwhile, Managing Director, Montgomery West Africa, Tori Abiola, highlighted the importance of paying attention to what mattered to the customer, declaring that “customer experience is about emotions and emotions are about people.

Also, the Chief Commercial Officer, Matthew Willsher, said that ‘’Etisalat understands how to respond to rapidly changing customer needs, through interaction. This has helped manage and forestall more issues. Continuity is a key focus as well, in going a step forward to provide value. When customers pay, they pay for value,’ he said.

Willsher identified interaction platforms to include digital media and round-the-clock care that make customer access pain-free. He said that “by interaction, an organization is able to collate customer issues, pay attention and create long-term solutions. Also, the ability to speak with customers in their locations should be at the forefront.

This is why Etisalat has hundreds of Customer Experience Centres across the country while keeping online care lines open 24 hours for easy global experience as well as focusing on specific market segments. The mission is to keep people first and satisfy customers always. We prescribe this to others, because it works” he added.

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