ECxP URGES ORGANISATIONS TO MAKE CUSTOMER EXPERIENCE AN EVERYDAY CULTURE

By Tlalane Dlamini

Eswatini Customer Experience Practitioners (ECxP) Board Chairperson Senator Dr Linda Nxumalo has called on organisations across the country to make customer experience an everyday culture, rather than limiting their commitment to Customer Service Week.

Speaking during the official launch of the 2026 Eswatini National Customer Service Week in Siteki on October 2, 2026, Dr Nxumalo said this year’s theme, “The Extra Mile”, should encourage organisations to go beyond minimum service requirements and place customers at the centre of their operations.

The national launch, held in the Lubombo Region, followed a public march through Siteki Town and brought together businesses, public institutions, local authorities, government representatives and residents.

Dr Nxumalo said going the extra mile means anticipating customers’ needs, resolving problems before they escalate and treating every customer as a person rather than a transaction.

“To every company and organisation represented here: do not let this spirit end at this podium. Take it back to your workplaces,” she said.

She urged organisations to appreciate frontline employees, seek and act on customer feedback, address processes that frustrate customers and encourage leaders to spend time on the frontline listening to customers and staff.

However, she emphasised that these efforts should continue beyond the official week of celebration.

“Customer experience must not be a one-week event. It must become your everyday culture,” Dr Nxumalo said, adding that customer experience should be reflected in how organisations hire, train, measure performance and reward their employees.

CUSTOMER CENTRICITY AS A BUSINESS PRIORITY

Dr Nxumalo highlighted the business value of putting customers first, pointing to loyalty and retention, referrals and reputation, competitive advantage, employee engagement, reduced costs and opportunities for investment and growth.

She noted that where products and prices are similar, customer experience can become an important point of difference. She also linked good service to Eswatini’s economic development, noting that a country known for good service can attract tourists, investors and trade.

CITIZENS ARE CUSTOMERS TOO

Dr Nxumalo challenged government ministries, departments and public enterprises to place citizen experience at the centre of public service delivery.

She said taxpayers, patients, pensioners and young people seeking government services deserve to be served with courtesy, speed and respect.

She called for clear service standards, accessible feedback and complaints channels, investment in public servant training and wellbeing, and the use of technology to bring services closer to citizens.

“When the public sector leads by example, the whole nation rises,” she said.

The celebrations will continue with the 2026 Eswatini Customer Experience Conference on 4 and 5 November at Sibane Sami Hotel, followed by the Eswatini Customer Service Excellence Awards on 6 November at the TLC Events Centre in Sidvokodvo.

Dr Nxumalo concluded by urging organisations and individuals to carry the spirit of the campaign beyond the week.

“Let us all go the extra mile, not only this week but every day, for every customer and every citizen,” she said.