Customer Obsession: The Heart Of Safaricom’s Culture
Customer Obsession: The Heart Of Safaricom’s Culture
As one of the four key pillars of Spirit of Safaricom culture, the principle of Customer Obsession is part of Safaricom’s intellectual and social and relationship capitals.
Customer Obsession: The Heart Of Safaricom’s Culture
As in integral and integrating philosophy, customer obsession is a key part of Safaricom’s social and relationship capitals but also a central to the way business is done in that it drives Safaricom’s quest to meet the needs of its customers.
This is done digitally, relevantly and affordably promoting the identity of the brand as one that provides a superior product and service experience, while internally underpinning its strategic imperative of new growth areas.
As such it informs its approach to business, and to meeting the needs of its customers in a way that delivers a superior experience of its products and services, while at the same time accelerating new growth areas for the Company.
With the aim of delivering superior customer experiences, Safaricom’s strategy is designed to guide it in the short and medium-term through to 2025 depending on six pillars which include;
Customer Obsession: The Heart Of Safaricom’s Culture
The customer is the lifeblood of any business, and for Safaricom, whose 44 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.
Customer journey experts are at the heart of every product, service, and innovation to ensure the customer is at the forefront of everything Safaricom does.
In looking to the future, Safaricom has set various targets in the short term with respect to its strategy pillars, as follows:
Customer Obsession: The Heart Of Safaricom’s Culture
“Our journey will be designed to leverage the power of mobile technology to transform lives by the end of 2025.” Says Peter Ndegwa, CEO Safaricom PLC
“We seek to going beyond driven by enhancing our Customer Obsession, by putting the customer at the center of all that we do” He adds
Lucille Aveva, the Director of Customer Obsession sats customer obsession stands at the core of Safaricom’s business, as it works to embed it among all its employees, to better deliver the brand’s promise of Simple, Transparent, Honest.
