The staff-driven initiative themed “Say yes to customer centricity” focuses on staff awareness on customer centricity, highlighting the ever-changing customers’ needs in the market and the need for the business to integrate customer experience as a core part of strategy to meet organizational goals. According to Airtel Kenya CEO Adil El Youssefi, the week gives the company an opportunity to drive discussions on how Airtel staff will adopt an “outside in” approach to business, anchored on identifying customers, understanding the customers’ needs, and delivering the experience and convenience they desire. “This gives us the opportunity to remind each other of the importance of engaging our customers in conversations that will ensure we deliver the right experience at that ‘moment of truth’ when they interact with us, purchase and use our services. It is essential to successful business practice and growth, and for us at Airtel Kenya, the customer is the most important element to our business” he explained. Mr. El Youssefi noted that the company will continue to unveil communication solutions that address consumers’ needs such as the recent launch of #unlimiNET, a product destined to champion unlimited connections for Kenyans by ensuring that they are always connected with the ability to call all networks and remain connected with friends and family on social media platforms and professional networks on the internet.
