It promises to be more exciting for telecoms customers, as service providers are now engaged in a subtle but fierce struggle to position themselves as the most customer-centric operator. Already, each of them, particularly GSM operators, have launched one initiative or the other aimed at becoming the most customer-friendly and focused operator. Major operators such as MTN, Zain, and Globacom, have all come out with innovative customer-centric strategies to worm their ways into customers’ heart and retain their loyalty. The move is seen as opening a new vista of opportunities for telecoms consumers to experience a new world of excitement and fun in telecoms service delivery.

For instance, subscribers on MTN network now have the opportunity of getting help for their service-related challenges via the company’s new state-of-the-art van equipped with broadband Internet access and other essential facilities, which moves round the six geo-political zones of the country to assist them. The mobile assistance centres, known as ‘Mobile Lite’ which complement the company’s traditional walk-in customer assistance centres across the country, are expected to add more value to customers, who because of distance or their busy schedules, are unable to seek help for their service-related challenges at a traditional customer assistance centre.