Derrick
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- Joined
- Nov 22, 2010
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Tim Lowry is the new man in charge of MTN SA and MyADSL had the chance to meet him today for the first time.
Lowry hails from Western Europe and specifically from Orange which according to him was one of the pioneers in the mobile arena globally.
He’s been in the telecoms industry for 30 years having entered the workplace in 1977.
What was interesting about Lowry’s first presentation to the SA media was his focus on customer centricity.
Since Telkom took over the term and basically bastardized it, customer centricity has almost become a dirty word in SA telecoms circles. It’s been horribly abused and come to stand as a synonym for “empty promises”.
Thankfully Lowry didn’t quite fall into this trap … his catch phrase was ‘service centricity’ and he followed up his statements with some very solid business reasoning.
Basically the idea is that since MTN now no longer need to focus on their network as much as in their initial development stage they should be able to divert more of their energy to their customers.
Now these are words to warm the heart. But as a cynical consumer, who has heard the adage “the customer comes first” once too often from operators, I’m going to wait a bit before throwing my lot in with MTN.
It was also good to hear Lowry talk about the positive impact that social networking will have in future. It was quite nice to hear an MD actually use the term in a meaningful way.
It’s great to see that MTN’s management team support online communities like us but what’s even better is that companies are have woken up to the fact that they are in the people business and not solely the technology business, to quote Lowry himself.
Lowry hails from Western Europe and specifically from Orange which according to him was one of the pioneers in the mobile arena globally.
He’s been in the telecoms industry for 30 years having entered the workplace in 1977.
What was interesting about Lowry’s first presentation to the SA media was his focus on customer centricity.
Since Telkom took over the term and basically bastardized it, customer centricity has almost become a dirty word in SA telecoms circles. It’s been horribly abused and come to stand as a synonym for “empty promises”.
Thankfully Lowry didn’t quite fall into this trap … his catch phrase was ‘service centricity’ and he followed up his statements with some very solid business reasoning.
Basically the idea is that since MTN now no longer need to focus on their network as much as in their initial development stage they should be able to divert more of their energy to their customers.
Now these are words to warm the heart. But as a cynical consumer, who has heard the adage “the customer comes first” once too often from operators, I’m going to wait a bit before throwing my lot in with MTN.
It was also good to hear Lowry talk about the positive impact that social networking will have in future. It was quite nice to hear an MD actually use the term in a meaningful way.
It’s great to see that MTN’s management team support online communities like us but what’s even better is that companies are have woken up to the fact that they are in the people business and not solely the technology business, to quote Lowry himself.