AfricaSokoni Core Values: Customer Centricity

Customer centricity can be defined as a way of not only making sure customers are happy with your company; but also as a way of doing business that provides a positive customer experience before, during, and after a sale to drive repeat business, enhance customer loyalty, and improve sales.

At the heart of every great business is a fantastic customer service team. This is especially true for us at AfricaSokoni as we have always had a dedicated team to ensure that our customers always feel appreciated and heard.

Dalvine Ogake, our Head of Customer Service, alongside her team gave us an overview of their roles as well as what it means to them to be a Customer Centricity focused team.

Dalvine Ogake (Head, Customer Service)

Please introduce yourself and & what you do at AfricaSokoni

My name is Dalvine Ogake and I am the Head of the AfricaSokoni Customer Service Department.

In one sentence please explain what Customer Centricity is according to you.

Customer centricity to me is understanding customer needs and going over and above to meet if not surpass their expectations.

Why is Customer Centricity important?

The importance of Customer Centricity stretches far but I will concentrate on a few first.

• It helps in cultivating and cementing relationships between clients and the company.
• Customer centricity also builds client loyalty & improves customer satisfaction.
• Understanding our client's needs, expectations, dislikes etc helps in offering what the clients want hence removing points of friction between organizations and clients.

How does your team & AfricaSokoni as a whole practice a Customer Centric Culture?

By offering exceptional customer service…

At AfricaSokoni, we involve clients in our journey, offer personalized communication with every client, listen to understand them, pick complaints and act on them as needed, ensure we are readily available, and walk with the clients from the point of contact, purchase and after the purchase process, reachable 24/7 and that no client leaves unhappy.

If you were to train any other department in AfricaSokoni on Customer Centricity, what is the one thing you’d teach them?

I’d teach them to never underestimate the power of sensational customer service.

Cynthia Njoki (Customer Experience Representative)

Please introduce yourself and & what you do at AfricaSokoni

My name is Cynthia Njoki and I am a Customer Experience Representative at AfricaSokoni.

In one sentence please explain what is Customer Centricity according to you.

Customer Centricity means putting the customer first always by creating a positive experience for them

Why is Customer Centricity important?

It helps build customer loyalty and reputation, greater profits and improves customer satisfaction.

How does your team & AfricaSokoni as a whole practice a Customer Centric Culture?

We listen to our customers, make them a part of the solutions, we collect customers’ feedback and democratize their insights.

How does your team & AfricaSokoni as a whole practice a Customer Centric Culture?

We listen to our customers, make them a part of the solutions, we collect customers’ feedback and democratize their insights.

If you were to train any other department in AfricaSokoni on Customer Centricity, what is the one thing you’d teach them?

I would teach them to put customers’ as the focal point of every stage from order placement to delivery in order to foster a positive customer experience.

Felistanne Nyangi, (Customer Experience Representative)

Please introduce yourself and & what you do at AfricaSokoni

My name is Felistanne Nyangi. I am a Customer Experience Representative at AfricaSokoni

What is customer centricity according to you?

Customer centricity is understanding customer needs and meeting them beyond their expectations

Why is Customer Centricity important?

To me, Customer Centricity is important because it helps in building good customer relationships & through this, the company is able to achieve increased sales, and growth in customer retention and satisfaction hence reducing churn rate.

How does your team & AfricaSokoni as a whole practice a Customer Centric Culture?

Our team takes Customer Service Experience (cxp) very seriously. CXP is whereby we basically Conduct customer surveys and feedback so that we can get a direct view of the customers’ experience and opinions about our company.

We then use this information to rectify, fix and enhance the customers' buyer experience the next time they shop with us.

If you were to train any other department in AfricaSokoni on Customer Centricity, what is the one thing you’d teach them?

I would teach them how to cultivate Customer Loyalty and the importance of order follow-up.

As a customer-centric company, we as AfricaSokoni have made sure that every team member works towards giving their best to clients regardless of whatever department they serve within the company. Because of this, meeting quick deadlines and responding promptly to client needs is not just expected but has become an integral part of our daily operations.

Being a customer-centric company has been a collective effort & we look forward to taking it a notch higher.