PRINPAG urges strong collaboration with MTN to enhance Customer Experience

The Executive Secretary of the Private Newspaper and Online News Publishers Association of Ghana (PRINPAG), Kenteman Nii Laryea Sowah, has emphasized the importance of telecommunication companies in Ghana to partner with media owners for feedback that would enhance the experiences of their customers.

He said the race among telecommunication companies in Ghana is getting keener by the day, as such it requires innovative communication strategies to enable customers appreciate the efforts that are being pushed into the effectiveness of each network.

He said partnership of telecommunication companies and media owners can only result in a win-win situation for both sides.
He acknowledged the rapidly transforming model of the telecom industry over the past decade with increasing market saturation and fierce competition from internet players, stating that, telecommunication companies have been over focusing on Customer Service Experience within their corporate strategies.

He said this on Thursday, April 27, 2023 during a Media and Stakeholders Forum organized in Accra by MTN Ghana. It was to discuss with media and stakeholders on how to enhance customer experiences.

He mentioned that PRINPAG and other media owners can offer telecommunication companies the opportunity for customer engagement and impact through unique capabilities that come from their wide reach and personalization options, rich advertising solutions, innovative business platforms, powerful measurement and insights. He was of the high hopes that the MTN-PRINPAG collaboration can lead to high impact on the telcos Customer Experiences.

“The online components of the PRINPAG platform can perform constant scrutiny of content to ensure information validity and take prompt actions in cases of non-adherence to the established terms, they can also develop dedicated API platforms and analytics engines specifically for MTN-specific needs,’’ he stated.

“The increased pressure to leverage PRINPAG platforms to achieve improved customer experience can be clearly communicated and linked to specific responsible units in the organizational structure of MTN.

“Again, constant scrutiny and monitoring of customer reactions by media owners can lead to prompt actions in cases of non-adherence to the established terms and conditions,” he added.

Kenteman Nii Laryea Sowah said this focus is critical for reputation management, especially for MTN that intends to continue to stand out among other telecommunication companies in the country.

He advised that both parties must take steps towards each other- from addressing current concerns to customizing systems and processes to effectively realize the planned synergies.

“MTN Ghana must constantly strive to remain close to to this shifting optimal point by building synergy with the media owners in Ghana to promote their customer experience at all levels of engagement,” he stated.