2013 SAFARICOM STRAGIC ANALYSIS
2013 STRATEGIES SAFARICOM LMT.
A. Sustained growth in our customer base
Safaricom’s one of the present strategy is to build trust and loyalty among customers and giving them what they want is vital to the success in an increasingly competitive industry. There is a need to retain customers by offering differentiated products and services so that they recommend them to others. Customers want an overall better experience than they can get elsewhere. More access to mobile services and better network quality, more value for money, more convenient interactions and better customer service; all of these add up to an experience that makes customers smile.
And that keeps them with Safaricom. Customer numbers grew by 2% in the year to 19.4 million. In February 2013, the government announced its intention to enforce subscriber registration through a gazette notice. An adjustment of 1.4 million customers was made to the base in the last quarter. To target the 2.9 million unregistered subscribers, Safaricom ran a customer education and awareness registration campaign. Ultimately 1.5 million people were able to register their SIM cards. Safaricom purchased a knowledge management system that organizes company and product information in a manner that supports agents and customers to quickly and easily find answers to questions on our products and services.
B. Excellent Customer Experience
Customer experience forms the backbone of our customer engagement process. At Safaricom they understand that customer perceptions are formed through their interactions with their various touch points. When a customer uses a Safaricom product or service and interacts with staff, they have certain expectations, and there is need to ensure that those expecations are met or exceeded. Customer experience management is the process of strategically managing customer’s entire experience with Safaricom products and services to ensure that business goals are met. A favorable customer experience
A. Sustained growth in our customer base
Safaricom’s one of the present strategy is to build trust and loyalty among customers and giving them what they want is vital to the success in an increasingly competitive industry. There is a need to retain customers by offering differentiated products and services so that they recommend them to others. Customers want an overall better experience than they can get elsewhere. More access to mobile services and better network quality, more value for money, more convenient interactions and better customer service; all of these add up to an experience that makes customers smile.
And that keeps them with Safaricom. Customer numbers grew by 2% in the year to 19.4 million. In February 2013, the government announced its intention to enforce subscriber registration through a gazette notice. An adjustment of 1.4 million customers was made to the base in the last quarter. To target the 2.9 million unregistered subscribers, Safaricom ran a customer education and awareness registration campaign. Ultimately 1.5 million people were able to register their SIM cards. Safaricom purchased a knowledge management system that organizes company and product information in a manner that supports agents and customers to quickly and easily find answers to questions on our products and services.
B. Excellent Customer Experience
Customer experience forms the backbone of our customer engagement process. At Safaricom they understand that customer perceptions are formed through their interactions with their various touch points. When a customer uses a Safaricom product or service and interacts with staff, they have certain expectations, and there is need to ensure that those expecations are met or exceeded. Customer experience management is the process of strategically managing customer’s entire experience with Safaricom products and services to ensure that business goals are met. A favorable customer experience