When organisational strategy meets leading VoC
As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success. With the launch of a “Customer First” strategy in 2015, the industry giant sought to drive a culture of customer-centricity throughout the organisation.
Through a partnership with Smoke Customer Intelligence, the organisation has exceeded 80% satisfaction for two years in a row, has decreased customer churn, increased its NPS score by 7 points and improved inbound contact centre performance.
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