“Be more customer centred” – Corporate Actors urged

By Julius K. Satsi, GNA

Accra, Oct. 6, GNA – Mr Etornam James Flolu,
the Managing Director of Eltor Consult, a distinct value-adding consultancy,
has urged the corporate to tilt the service delivery toward the customer than
focusing on profits for the company.

He said as technology continues to evolve on
daily basis, it is important for the corporate sector to develop business
solutions to become more centred on improving the experience of the customer
for greater corporate and national benefit.

Mr Flolu was speaking at the Vodafone Customer
Experience Summit 2018 in Accra organised by Eltor Consult and Vodafone with
the aim of providing individuals and corporate service delivery through

He said this year’s event focused was more
focused on how technology could make the work of corporate actors easier in
delivering quality and serve as a tool for growth because technology was having
major impact on the corporate world.

Mr Flolu said it is time to create a new
customer economy with technology at its forefront where businesses and the
country create a memorable for customers and citizens.

He said this new customer economy would
promote buying and selling, tourism and wilful paying for goods and services
not really based on needs but the value of experience one gets from a

Mr Ziblim Barri Iddi, the Deputy Minister for
Tourism, Arts and Culture, said there is the need for players in the tourism
sector and the corporate to digitise customer services to make service more
flexible for customers.

He said the numerous complains of tourists of
the lack of professionalism demanded an urgent need for corporate actors to
inculcate improved professionalism in service to nurture and grow tourists and
increase the contribution of the sector to the economy.

Dr Barri Iddi said technology has now become
part and parcel of the sector, describing it as a necessary evil that could not
be done away with but rather leveraging it for innovation in improving customer

He said a digitised tourism sector would mean
using new technology to provide seamless customised solutions for tourists, for
hotels, tourist sites and for managing data inflows from hospitality

Madam Patience Obo-Nai, the Director of Fixed
Business and Customer Operations at Vodafone Ghana, said it is important for
corporate entities to identify the relevance of customers to propel business

She said: “Once we acknowledge that the
customer is the reason why we exist, we will do everything within our means to
keep them”.

Madam Obo-Nai said a positive customer
experience was the sure way to keep customers as a business, adding that there
was the need to embrace ensure customer satisfaction to increases the chances of
corporate success. 

Mr Ken Ashigbey, the Chief Executive Officer
of the Ghana Chamber of Telecommunications, said digital payments are on the
rise and driven by major technological changes as well as digitally empowered

He urged businesses to embrace technology to
deliver unmatched customer experience to keep up with the new kind of always
connected customers.

Mr Ashigbey said “in a world where effort is
less and less is required, attracting customers is not sufficient anymore,”
adding that converting a visit in a shop on an app or on a website into a
paying app has become a key part for corporate success.

Mr Terence Flolu, the Senior District Manager
of American Honda Company (Acura Division), South West in the United States of
America, said customer experience was not a difficult thing to do but executed
with less effort, adding that there was no stringent formula to ensure best
customer experience.

He said those who excel in best customer
experience were not people with high degrees but person of everyday life.


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