Username Investment Ltd. is the 2018 Best New Entrant in the 2018 Customer Service Innovation Awards organized by The Institute of Customer Experience. The awarding ceremony was climaxed with a scavenger hunt that brought together all the participants in different industries. The award seeks to recognize, promote and celebrate the success of organizations and individuals who go beyond and above when serving their customers for a first class experience.
The Customer Service Week (CS Week) is celebrated every year during the first week of October. The 2018 CS Week was held between 1st-5th October and the theme was “Sustaining Excellence in Customer Experience”. During the week, customer-oriented organizations and institutions around the world recognized the importance of Customer Service Excellence in their organizations with special activities to highlight the importance of great customer experiences to the success of the organization and reinforce a customer-focused culture. Leading financial, healthcare, real estate, insurance, manufacturing, retailing, hospitality, communications, not for profit and educational institutions, as well as government agencies participated as a way of highlighting the importance of Customer Service in the diverse fields. Among the activities that Username Investment carried out were title deed delivery to clients, shopping vouchers to clients who were the first to invest with the company and crush it call where staff members rewarded each other.
“We are honoured to have been awarded today as the best new entrant at Customer Service Innovation Awards a month after we were awarded as the Best in Use of Digital Solutions to Enhance Customer Experience. As a customer-centric company, we always strive to put our customers first by providing first-class customer experience in all our communication platforms that will give our clients an effective and efficient investment journey. This has seen us have majority of our clients as repeat customers who also bring us more referrals. At Username, we have recognized that excellent customer service is key as a happy client will bring another client along”. Reuben Kimani, CEO, Username Investment Ltd. said as he received the award.
“Customer Service is one of our core values. We strive to put our customers first, communicate often and we continually improve our services through training, technology and customer feedback,” Reuben continued. “No matter how great your product is or how talented your staff are, one of the things that customers are most likely to remember is the direct interaction they had with the company and how they felt. A strong company will strive to have great customer relationships, but a smart company will constantly look out for opportunities to improve customer service and make it an experience. We are glad to be leaders in the real estate sector that thrive on trust and this can only be built through building long-term relationships with clients through excellent customer experience. Username Investment Ltd. has dedicated Client Relationship Managers who provide prompt responses to queries and facilitate the documentation process on behalf of the clients to make their investment journey hassle free.”
The CEO called upon every Kenyan and those living in the diaspora to invest in land in the last quarter of the year and make their 2018 investment dream a reality. He noted that Username has over 6,000 clients who have invested with the company since inception in 2013. Reuben promised bigger projects as we near the close of the year and concluded by thanking the Institute of Customer Experience and the independent judges for recognizing, promoting and celebrating the success of organizations and individuals who achieve customer service excellence in their daily activities.