Harare, Zimbabwe, Aug, 2020 -- The Chartered Institute of Customer Management in partnership with the Contact Centre Association of Zimbabwe, will launch the fourth edition of the Zimbabwe Customer Satisfaction Index (ZimCSI).
The launch is scheduled for August 27, during the Executive Customer Experience Virtual Symposium.
This year’s launch will be running under the theme: ‘Customer Experience Mindset In The Midst of Covid-19’. The index is a national indicator on how companies are performing in terms of customer satisfaction at sectoral level and regionally across Africa.
The report covers 16 sectors including hospitality, healthcare, insurance, retail and banks among others.
Said CICM chief executive Ricky Harris: "The fourth edition comes at a time where winning the trust of consumers in a no-touch contactless world is great differentiator of brands.
"People are reassessing the way they interact with organisations, demanding a whole new type of remote customer experience. Customers today expect companies to be aware of their preferences, needs, past behaviours and expectations. Therefore, the ZimCSI enables various businesses across sectors to gather customer insights and in turn helps respond better to customers’ expectations."
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The ZimCSI as a benchmark is critical in both the public and private sectors within the local economy, as well as for foreign investors eyeing the country’s markets.
Data from the index will help local firms make better decisions in terms of their customer relationship management.
"The Index sheds light on several metrics key in service delivery. Customers rate the quality of their experiences and relationship with organisations on a number of metrics such as service quality, employee professionalism, courtesy, customer effort, perceived value, digital customer experience index and complaints handling," added Ms Harris.
CCAZ president and BancABC chief executive Dr Lance Mambondiani said effective customer service has become ever important due to the Covid-19 pandemic.
"The increased pace of digitisation worldwide is reducing customer loyalty to companies or brands. It is very likely that in the future, no single company will own the customer.
"The customer of the future will be less loyal, extremely demanding, fluid and attracted to companies that can deliver goods and services cheaper and more efficiently with a memorable and distinctive customer experience," he said.
"The popcorn and often fickle new age shopper is more likely to be attracted to a product because of how it makes them feel or because a colleague has recommended it on social media than for its real quality. Customer experience will be the key differentiator."
About Contact Centre Assoc. of Zimbabwe:
Contact Centre Association Of Zimbabwe (CCAZ) is a non-profit making national body focused on uniting the Zimbabwe contact centre/customer service industry, its people and growing its standards to global excellence by being the first point of contact in Zimbabwe.
About Chartered Institute of Customer Management:
a globally recognised customer service and call centre training organisation with students in 14 countries. We are headed in the United Kingdom and have our regional offices for Africa based in South Africa. We strive for customer service excellence and efficient call centre management. We aim to offer the highest standard of professionalism in all aspects of customer service globally through offering accredited call centre and customer service certification. Besides offering various academic and certification programmes, CICM publishes the monthly journal “The Customer” which is distributed globally with contributions from leading international industry thought leaders, academic and research institutions. We believe in building quality partnerships and use our operational expertise to create value for our members, partners, stakeholders and industries at large. Each year CICM rewards leading organisations and individuals excelling in customer services in Africa through its prestigious Services Excellence Awards
Published: Friday, August 21, 2020
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