By Idris Bakare
9mobile has again raised the bar of positive customer experience by hosting its esteemed individual and enterprise customers in Lagos.
The 2020 9mobile Customer Forum and Enterprise Customer Forum/Loyalty Night, allowed the subscribers to share their experiences with the network, ask questions, and know the plans of their preferred network for the years ahead.
Chief Commercial Officer, Stjepan Udovicic, explained that the forum is to receive constructive feedback about products and services from subscribers.
According to him, “The key objective of this forum is to receive your constructive feedback about our products and services. We must capture your views, your feedback,”
Also, Director, Customer Care, 9mobile, Ehimare Omoike, added: “We value this engagement a lot. From these sessions in the past, we had created about three products just by listening to what customers say to us, understanding some of their concerns.
“What they would love us to do better in improving the quality of service that we offer. So, we value the feedback that we get from these sessions.”
Also commenting on the essence of the Enterprise Customer Forum, Head of Enterprise Sales, 9mobile, Lekan Fatusa said it was to appreciate the company’s loyal customers as well as get feedback from them.
He said, “We wanted to appreciate customers who stuck with the network despite the challenges of 2020. It was a tough year to operate but we had customers who maintained their businesses with 9mobile. They were faithful paying customers, very diligent, and very patient. So, we just wanted to appreciate the every one of them also share with them what plans we have for 2021 and the years that follow.”
The well-attended fora, which also featured raffle draws where recharge cards and mobile phones were given out to lucky winners, attracted praises from customers.
Commending the telco, Mrs Odunayo Olomolehin said, “one of the impressive things about the network is that they respond easily to queries when you have issues. And the fact that service providers want to hear back from their customers is a good one. It’s a new thing in Nigeria because people do things anyhow. I think this is a commendable initiative where a company wants to hear back directly from its customers.”
Two enterprise customers, Mr. Martin Adedeji of Tolaram Group, and Hajia Lateefat Yasir of Hayat Kimya Nigeria Limited, also expressed delight with 9mobile’s interaction with its customers, noting that it demonstrates the company’s commitment to making customers happy always.
Adedeji said, “They have shown good faith in the way they received our feedback and exceeded our expectation. They are already making plans to improve their network so that enterprise customers like us can get the best solution they desire, and I’m happy about that.”
Yasir, who spoke in a similar vein, said, “The purpose of the evening was to see how we could improve the business we have together. We have aired our areas of concern, and they have promised to work on them. So far, we are happy with 9mobile. They have been living up to expectations. They listen to our issues.”