Speaking at the customer service and service delivery symposium held by the Contact Center Association of Zimbabwe (CCAZ) in the capital yesterday Powertel Marketing and Cooperate Services manager, Prosper Mutswiri said there is need to leverage on the already laid infrastructure for eCommerce to boom and improve consumer satisfaction.
In his presentation which tackled how technology is an enabler for service delivery, Mutswiri said customer segmentation has been redefined to digital and millennial customers as brands now see beyond boundaries due to technology.
”It is the Age of the Customer- In an increasingly connected world. The modern customer demands to be treated as an individual; for their digital experiences and communications to be personalized and highly-relevant, and catered to match their specific needs, interests, and preference “, he said.
Digitalization has had a powerful impact on service delivery in this global era. This is because the larger part of the national population has a mobile phone. Now companies continuously re-invent processes to deliver simple, immediate, and individualized experiences.Companies making bold moves to build dynamic shared digital ecosystems shaped around customer needs.
Potraz sector performance reports show that since 2014 mobile penetration in the country has been far from below average and in 2017 has recorded the highest active subscribers with 14.09 million. Zimbabwe is among the countries with the highest mobile penetration in Sub-saharan Africa.
While the customer life cycle, in essence, has not changed significantly- the ways to achieve reach, acquisition, conversion, retention, loyalty, and advocacy have. With the high rate of mobile penetration in the country, brands can now have their customers be loyal due to the more personalized experience made possible by digitalization.
Mutswiri commended government’s effort in economic revival as anchored through the following:-agriculture, mining, and a robust digital economy. At the current rate of mobile penetration no just in Africa but across the world analysts predict that from 2019 to 2021 social media users will move from about 2,7 billion to more than 3 billion respectively.Post published in: Business