The Customer Operations Director for Tigo Africa, Ingeborg Nieuwenhuis, has just concluded a week-long visit to Ghana. Among several other activities she spent time with the various customer segments through different channels to get a better understanding and appreciation of the local market.
She interacted with both staff and customers at the Tigo flagship store on Barnes road, the Accra Mall and Spintex road. She also visited several retailers of Tigo’s products and services and spent time with the Digital Customer service team.
The Director for Customer Service at Tigo Ghana, Stephen Essien, said the visit by the Africa Director, formed part of several on-going efforts to revamp Tigo Ghana’s customer experience strategy.
“The competition within the Ghana telecom market is very keen and now more than ever it is about offering customers a hassle-free shopping experience and a smooth business transaction. Our focus as a business now, is to anticipate and meet both customer needs and wants. We regularly conduct voice of the customer research visits such as this to hear about the changing needs of customers”, he said.
He re-echoed that Tigo was putting in the necessary investments to ensure a stable, reliable and quality network.
In a related development, the entire customer operations teams have participated in a 3-day Customer Experience leadership training programme in the central region. They were taken through the development and execution of Customer Experience Management (CEM), measurement, strategies and implementation.