Giant telco, Safaricom Limited has announced the hiring of a Director of Consumer Obsession to take on the challenging role of processing customer feedback and incorporating the insights gained into improving the companies products and services.
Lucille Aveva will handle the role which reports to the CEO Peter Ndegwa as well as sitting in the Executive Committee.
In the role, Lucille will mainly focus on retaining existing customers and developing product "stickiness" by applying Safaricom's vast data analytics power to filter from customer feedback insights about the company's products that can be used to improving the next version of these products and services.
That way, Customer Care instead of being seen as a one-off contact point with a customer whose issue the team solves at that time, the information so gathered from the customer will go into a feedback loop to business intelligence teams for processing and incorporation into subsequent product iterations.
From his communication about the hire, CEO Ndegwa indicated that this customer obsession project was already underway and Lucille will join to steer it forward.
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