By ANDREW MUKOMA
GOVERNMENT has noted that the growing demand to accelerate innovation in advancing customer service delivery is crucial in today’s fast-paced and global economy.
Southern Province Minister Cornelius Mweetwa says there is need therefore for the Chartered Institute of Customer Management (CiCM) to take advantage of the new technologies and improve the way they handle their customers in their various organizations.
Mr Mweetwa observed that complexity in digital technology is generating the urgency in crafting long-term programs across all channels to enable organizations build lasting and profitable relationships with their customers.
He was speaking during the 7th Annual Customer Experience Conference, organized by the Chartered institute of Customer Management, held at Chrismar Holtel under the theme: “power of a positive customer experience”.
The Provincial Minister said fortunately, new technology is transforming the way customer care can be provisioned hence new ways to apply customer analytics, KPI strategies and multiple modes of communication are changing how companies reach new customer and keep existing customers engaged.
“Customes service is the only channel by which customers have access to the company through multichannel support whether is stores, over the phone and even by electronic media,” he said.
Mr Mweetwa said developing customer experience is a challenge many organizations are grappling with and that was the reason why the conference was organised.
He said Customer care emerges as not only a key differentiator between companies but is also fast becoming an invaluable tool to capture new markets and new customers.
Mr Mweetwa added that as government such issues are seriously pointing out the tourism establishments that are in charge of Zambia’s customer experience.
He said Zambia as a country and service providers, need to start offering positive experiences for tourists for example so that they not only’ continue coming but also bring their friends.
Mr Mweetwa has since noted that experience is key to business success adding that Zambia’s neighbouring countries have mastered this, that is why they can successfully market the Victoria falls from miles away.
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