The average customer in Africa today has ‘almost’ unrestricted access to the world’s best in class products, services and experiences. This often means that their feedback on what their experience should be is geography-agnostic as well as ‘world-class’ oriented. We believe that businesses from Africa with access to over 600m+ possible customer connections can take advantage of this huge opportunity to become world class businesses. But how?
It is no longer speculative to say that the African business community, especially the startup scene which has seen over $12B in venture capital since 2017 is growing exponentially, with more products and services springing up, however, scaling customer experiences that matter is an area that many businesses continue to struggle with. The complexities of a customer base with access to world class products will continue to overwhelm them, even worse is their inability to efficiently collect and manage usable customer feedback, uncovering them into useful insights that can drive action to deliver better product and customer experiences.
Some of the unending cardinal questions new and existing businesses will continue to ask throughout their existence are; 'Who are our customers?', 'What do they want?', 'How might we build products that they will love?' To answer these questions, this panel session will examine some of the most important issues with feedback and feedback management in Africa. Our panelists will dive into the problems; 'Feedback is scattered everywhere', 'Poor feedback culture', 'Process barriers to managing feedback' ‘Understanding customer pain points and complexities’ etc., while also exploring the opportunities for new market entrants to help build products that will solve these problems.
We will also be discussing how businesses across multifaceted industries and sectors in the world can use product and customer feedback as its most important growth ingredient to deliver world class products, services and customer experiences. We will also explore how businesses and startups particularly in the SSA region can lead the change for Africa.
This session is hosted by Spire