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:
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
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!!
Binu!!! *squeezes face*
Etisale(now u talkin)so b4 we no dey take ni,abegi,make I hear words
If there is one thing I love em for,is d fact dat dey can nurture a caterpillar to becom a beautiful butterfly....
If there is one thing I love em for,is d fact dat dey can nurture a caterpillar to becom a beautiful butterfly....
thanks you etisalat for your petronage.
etisalat be motivated to empower nigeria youth wt job opportunity.
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!
Hmmmm
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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