The customer is the lifeblood of any business, and for Safaricom, whose over 47 million subscribers use its products and services to fuel their lives, customer obsession is a way of life.
Using analytics and big data, Safaricom seeks to leverage technology to cater to the evolving needs of the customer and ensure that the ‘experience of one’ and hyper-personalisation are achieved.
These measures make the service and financial functionalities provided by the company more personal, and at the same time ready for what clients need.
During the edition of Safaricom Newsroom podcast, Lucille Aveva, the Director of Customer Obsession, discussed customer frustrations and explained how Safaricom wors in fixing the situation.
“Safaricom is region’s pioneer in establishing a customer-first, digital focused company, and it seeks to maintain that competitive advantage by company wide designing every single product or service with the customer in focus.” Lucile Aveva, Director of Customer Obsession
Safaricom achieves its vision through the Spirit of Safaricom which comprises a purpose driven, customer obsessive, and innovative collaborative culture that ensure the formulation of products.
Experts in customer journeys assess and ensure that Safaricom services work for the wide user base.
For example during the creation of new mobile data packages and other services under M-PESA, professionals take into consideration every aspect of the customer’s experience from first interactions through adding services, and everything including using and paying for the service.
Looking a head, Safaricom have various targets in the short term with respect to their strategy pillars, as follows:
You can listen to or watch the conversation here
