In an unprecedented move, the CEO of Airtel has cancelled all business meetings and instead, set customer Key Result Areas (KRAs) for employees. This bold decision has sent a clear message throughout the organization: customer satisfaction is paramount.

The CEO’s decision to cancel all business meetings is a radical departure from traditional corporate practices. It signifies a shift in focus from internal processes to external outcomes, specifically those related to customer satisfaction. This move underscores the CEO’s belief that time spent in meetings could be better utilized in serving customers.

The introduction of customer-centric KRAs is another innovative step. KRAs are typically used to measure performance and productivity. By making them customer-centric, Airtel is ensuring that every employee’s performance is directly linked to customer satisfaction. This not only aligns individual goals with the company’s mission but also fosters a culture of customer service excellence.

This strategic move by Airtel’s CEO has been lauded by industry experts. They believe it could set a new precedent for other companies to follow. By prioritizing customer satisfaction over internal bureaucracy, Airtel is positioning itself as a customer-centric organization, which could give it a competitive edge in the highly competitive telecom market.

In the coming months, it will be interesting to see how this bold move impacts Airtel’s performance and customer satisfaction ratings. One thing is for sure, Airtel’s CEO has made it clear that in his company, the customer always comes first.