Thursday 2019-02-21




By Hlengiwe Ndlovu | 2018-10-14

NOWADAYS, consumers are really spoilt for choice on what to buy and can literally switch from one service provider to another if unhappy and from one product to the next in a twinkle of an eye.

So, companies serious with attracting and retaining their customers should go all out to create a memorable experience if they are to outshine competitors and survive in business.

This was the advice Mandla Luphondvo, who is MTN Eswatini’s Corporate Affairs Manager, gave to participants attending the customer experience conference held at the Bethel Court yesterday.

The conference forms part of the international customer service week commemorative activities organised in the kingdom by the Institute of Research Development and Management (IRDM) and cicm.

Representatives from different parastatals, companies and government ministries are attending the conference which will be followed by a customer service excellence award ceremony. Luphondvo said consumers tend to stick to service providers who provide a memorable experience and can stretch their budget just to get what they want.

“Customer experience is a range of feelings and emotions that make the happy customer to recommend a particular service to other people. It is important, therefore, for service providers to meet and exceed their customer’s expectations,” he said.

His advice was also for companies to quickly identify recurrent customer complaints and create automated solutions for this, instead of customers having to call and complain all the time. CICM Regional Business Development Director Dominic Manhundi, in an earlier presentation had earlier called for a mindset shift as the same old thinking produces same old results.

He also advised companies to invest in empowering employees more than managers because it is people on the ground who implement the actual operational activities.

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