MTN Cameroon's senior management team has launched a drive to obtain feedback from customers, substituting boardroom seats for congested market stands.
The team, led by MTN Cameroon CEO Wanda Matandela, invited shoppers and traders to an unusual corporate spectacle last week to share insights of the telco’s services.
The MTN interacted with customers across the busy markets of Akwa, Sandaga, and NdoKoti in the economic capital Douala to get feedback directly from vendors, mobile money agents, and small business owners.
The program, dubbed the "Exco Market Invasion," is intended to bridge the gap between corporate strategy and real-world customer reality, according to MTN officials.
“We want to see, hear, and understand for ourselves what our teams, partners, and customers go through,” Matandela said.
The operator stated that the feedback gathered will shape service changes ranging from decreasing delays in mobile money transfers to fine-tuning airtime distribution and reaction times to technical problems.
Frontline partners discussed consumer engagement, mobile banking services, and collaboration with trade agents.
For traders, the occurrence was both unexpected and comforting. Some stated it gave them faith that MTN's top management is listening to their concerns, to which they have promised improvements.
Industry analysts consider the market visits as more than just a symbolic gesture. In Cameroon's competitive telecom business, where MTN, Orange, and Camtel compete for market share, consumer trust and service agility are critical.
Analysts believe that by embedding executives in grassroots areas, MTN is showing a willingness to reconsider its consumer approach in real time.
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