2013 APPROACHES SAFARICOM LMT.
A. Continual growth within our customer base
Safaricom's one of the present strategy is always to build trust and devotion among buyers and providing them with what they want is vital to the achievement in an progressively competitive industry. There is a ought to retain clients by offering differentiated products and services so they really recommend these to others. Clients want a general better encounter than they will get somewhere else. More usage of mobile companies and better network quality, more value for cash, more convenient relationships and better customer service; most of these add up to an experience that makes buyers smile. And that keeps associated with Safaricom. Client numbers grew by 2% in the year to 19. four million. In February 2013, the government declared its objective to put in force subscriber sign up through a feuille notice. A great adjustment of 1. 4 mil customers was performed to the basic in the last quarter. To target the two. 9 mil unregistered members, Safaricom went a customer education and understanding registration campaign. Ultimately 1 ) 5 million people were capable to register their very own SIM playing cards. Safaricom bought a knowledge management system that organizes company and product data in a manner that helps agents and customers to quickly and easily find answers to questions in our products. B. Excellent Customer Experience
Customer experience forms the backbone of our customer proposal process. For Safaricom that they understand that customer perceptions are formed through their interactions with their various touch points. When a consumer uses a Safaricom product or service and interacts with personnel, they have particular expectations, and need to ensure that those expecations will be met or perhaps exceeded. Client experience administration is the technique of strategically handling customer's whole experience with Safaricom products and services to ensure business goals are met. A favorable consumer experience...