Etisalat Nigeria, at Customer Centricity Summit | Welcome to Linda Ikeji's Blog

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Friday 15 November 2013

Etisalat Nigeria, at Customer Centricity Summit

Brands were all present at the maiden Customer Centricity Summit, sponsored by the fastest growing and most innovative telecommunications company in Nigeria, Etisalat Nigeria, where the company stayed true to its customer-centric DNA, stating that customers must come first on quality service delivery. The three-day Summit, themed ‘Service Experience – What does Customer Centricity Mean for Business?’, was held at the Intercontinental Hotel in Lagos recently. Continue...
 



Put together by Montgomery West Africa, panel discussions focused on what customer centricity meant for businesses, how businesses were achieving this and customer experience challenges. 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.

Speaking on Etisalat’s customer-centric DNA which earned it the first ever Nigerian Communications Commission (NCC) award for ‘Excellent Service and Effective Collaboration with the Consumer Affairs Bureau to ensure access to Customer Care Help line', Chief Commercial Officer, Matthew Willsher, said customer centricity meant a total committed approach to delivering lasting and effective customer experience. 

"The ability to speak with customers in their locations should be at the forefront. By interaction, an organization is able to collate customer issues, pay attention and create long-term solutions. This is why Etisalat has hundreds of Customer Experience Centres across the country while keeping online care platforms open 24 hours. The mission is to keep people first and satisfy customers always. The result is happy customers who spend more, recommend more and stay longer,’ the Etisalat Nigeria CCO said.

Also speaking at the Summit, Managing Director, Montgomery West Africa, Tori Abiola, said ‘Customer experience is about emotions and emotions are about people. While considering various business strategies, it is important to also take a look at the internal atmosphere. The right customer experience drives retention, competitiveness and future business growth by motivating customer centric decisions.


11 comments:

Igor said...

Other communication companies should focus more on job creations and youth empowerment,because they generate lot's of revenue from Nigerians.The fact they give multimillion naira endorsement deals to Nigerian artistes does not make any difference in the life of an ordinary Nigerian.This Is one area where etisalat has an edge above them.Please keep it up etisalat

Anonymous said...

Abeg stop this bull shit & pay your wokers better salary jare. Talking better service delivery my foot. Talk is cheap! With all the money they generate!!

Unknown said...

Binu!!! *squeezes face*

Unknown said...

Etisale(now u talkin)so b4 we no dey take ni,abegi,make I hear words

Anonymous said...

If there is one thing I love em for,is d fact dat dey can nurture a caterpillar to becom a beautiful butterfly....

Anonymous said...

If there is one thing I love em for,is d fact dat dey can nurture a caterpillar to becom a beautiful butterfly....

Anonymous said...

thanks you etisalat for your petronage.

Anonymous said...

etisalat be motivated to empower nigeria youth wt job opportunity.

Anonymous said...

Jah bless U real good. Splashing money everywhere, yet they pay workers crappy salary. The same ppl that put in hours to get them where they r. Rubbish!

Anonymous said...

Hmmmm

Anonymous said...

Good to hear etisalat is customer centric but the customer care representative that keep all these customers, pacify them when they are irate are being paid #50k. Incomplete glory

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