In June this year, the Vodacom Tanzania team embarked on a transformative journey to get REAL about customer obsession.

With customer experience as a central focus, the team recognised the need to reconnect with their core values. They needed more transparent conversations about issues affecting their customers.

Within daily routines, it was easy to lose sight of the end-users as team members concentrated on tasks and targets.

This insight led to the creation of REAL Talk, an open forum where staff members could openly discuss topics impacting customers and find ways to prioritise the customer in their daily decision-making.

Vodacom Tanzania wanted to make the customer an integral part of their jobs and tasks rather than treating them as separate entities. This shift in perspective had a profound impact on how all teams operated.

The gap between customer-facing teams and internal teams began to close, and their understanding of where customers fit into their business structure evolved. The relationship with customers became more central to their approach.

As part of this transformative journey, staff acknowledged and celebrated the change in perceptions and approaches.

The team established the REAL Wall of Fame to recognise individuals and teams that had shown exceptional dedication and customer obsession through their actions and conduct.

Since the inception of the REAL Movement, 13 remarkable individuals and teams have been honoured, all of whom exemplified what it meant to be truly customer-centric.