Brands were all present at the maiden Customer Centricity Summit, sponsored by Etisalat Nigeria. The three-day Summit, themed “Service Experience – What does Customer Centricity Mean for Business?”, was held at the Intercontinental Hotel in Lagos.
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, Mathew 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.”
View Photos from the conference.