Podcasts

Solving 99 customer problems: interview with Multichoice SA – E06

By February 14, 2018 No Comments

Catching up with Landile and Clint at the Multichoice head office in Johannesburg

 

This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited CX transformation. It started when their CX team brought in several angry customers to give the executives a reality check, and then culminated with a campaign to rally the entire organization around 99 customer journey problems that just needed to be fixed.

In our interview, Clint Payne and Landile Chauke, from the Multichoice CX team share insights from their efforts to engage employees, elevate the voice of the customer, and drive customer-centric change across the business. Multichoice’s innovative approach led to them win recognition in several categories at the inaugural CX Africa Awards, in 2017.

There is no denying that the field of customer experience management has deeper roots and a larger presence in developed economies such as the US and Europe, but that doesn’t mean that there isn’t inspiring work happening in other regions. As a judge for the 2017 the CX Africa Awards, and I was personally impressed by the caliber of work underway at companies in Africa. Hopefully this episode provides an opportunity to highlight and share some of the excellent CX work underway in developing markets.

99 problems were no match for Multichoice employees. They rallied around a common goal to eliminate the most common customer journey pain points

Executive support was key to the team’s success. Landile shows one of the CEO’s hand written thank you notes given to each employee who solved one of the 99 problems.