Orange Sierra Leone’s innovative ‘My Customer My Boss’ initiative, which began as a physical customer perception survey, has evolved into a widespread customer engagement program now implemented across all seventeen Orange Middle East and Africa (OMEA) countries, involving over ten thousand employees.
Launched on April 15, ‘My Customer My Boss’ is a continuous improvement process aimed at enhancing customer experience by assessing satisfaction and understanding expectations to better tailor services. This initiative seeks to strengthen customer relations at all organizational levels by mobilizing a vast workforce to directly engage with customers in their own environments. This ensures every employee contributes to customer satisfaction and gains a deeper understanding of customer needs and expectations.
Sekou Amadou Bah, Chief Executive of Orange Sierra Leone, emphasized that “My Customer My Boss” is more than just a campaign; it’s a movement recognizing that customers are not just business transactions but the essence of their business. He stated, “Their voices matter, their needs shape our future, and their satisfaction drives our success. Let us embody the value that defines us: be bold in our actions, caring in our service, and responsible in every decision we make.”
Alpha Bundu, Customer Experience Director, Orange Sierra Leone, highlighted the historic significance of the initiative, noting that Sierra Leone pioneered this approach, which is now transforming Orange across the OMEA region. He added that the company is actively gathering customer feedback by meeting them in their locations and using this information to tailor services to their needs, which is central to the initiative.
Throughout this month-long engagement, Orange Sierra Leone has organized its employees into clusters. These employees schedule appointments to meet customers at their locations, conduct short surveys to understand their perceptions of the company, and then present them with a postcard of appreciation and branded items. Orange’s message to its customers is clear: “Orange is here! Orange de ya!”
