Tourism Cabinet Secretary Najib Balala during launch of Africa’s first-ever Net Promoter Masterclass certificate, December 5, 2017. [Photo|MoT]Tourism Cabinet Secretary Najib Balala officially launched Africa’s first-ever Net Promoter Masterclass certificate, on Tuesday.It is aimed specifically at the continent’s businesses looking to unlock revenue growth by understanding their customer.It is a joint partnership of both mSurvey and Owen CX Group which has seen the development of the first Industry Net Promoter Score [NPS] for Africa. The internationally-recognised benchmarking practice is used to gauge the loyalty of a company’s customer relationships.Balala said there was great need for the Kenyan story to be owned and told by Kenyans themselves – right from immigration officers and taxi drivers at the airports, to bouncers and workers in our hotels, to the traders in our shops and markets to the citizens on the streets. He said that for the tourism industry to change the customer service narrative, service cannot be superior in one facility and terrible in another. "Our industry needs to wake up to the world of technological innovation, where data collection and analysis, and connectivity of people and things will permeate the travel experience at every step," he said.

Share news tips with us here at Hivisasa