No better time than the present

As the Customer Value Management (CVM) specialist of MultiChoice, Manfred Jorokee Herunga is determined and motivated to create the best possible customer experience.

15 November 2019 | People

Mariselle Stofberg

The future is about creating value, and Manfred Jorokee Herunga creates value for customers on a daily basis and ensures that they keep returning for that value.

“I am in the business of converting our clients from being mere fans of our brand into faithful believers of the value we provide.”

Herunga officially joined MultiChoice’s customer retention department, which has been renamed the customer value management (CVM) department, in September 2017 and he oversees a team of four in-house agents and ten outsourced agents.

“Everything we do revolves around the customer; customers are the centre of any business’s universe. Without the customer, we might as well pack up and go home. A satisfied customer is the best marketing tool for any business and doesn’t only keep spending on your brand but is most likely to spend even more as they explore more of your products,” says Herunga.

Herunga believes that the better experience a customer has with a brand, the likelier they are to buy more, to be loyal, and to share their experiences with friends.

He has, however, had a handful of customers who felt that they were not receiving value for their money when, in fact, they just didn’t have the full scope of the benefits available to them. “The reason why most people are unsatisfied is because they are either misinformed, unaware or both.”

Herunga believes that if one takes the time to really listen, show empathy and provide all the relevant information, most customers will realise that they actually get quite a lot more for their money compared to other service providers.

“It is important to put your ego aside and understand that the person is simply unaware.”

Herunga had his first break while studying at the Cape Peninsula University of Technology when he received an internship as an assistant market researcher at the Sanlam South Africa headquarters in Bellville.

After completing his degree in marketing, he returned to Namibia and started working for Sanlam Namibia as a market research and promotions consultant.

“After Sanlam I moved to Old Mutual Namibia where I worked as a Business Unit marketing consultant, initially for the retail mass market business and thereafter the short-term insurance segment of the business.”

He started working for MultiChoice in late 2014 as a marketing officer and held that position for about two years along with a four-month stint as acting marketing manager and caretaking the then newly introduced customer retention department as both manager and supervisor.

“There was a time when I was taking on four different roles simultaneously. That was my most challenging time, but I would be doing injustice to the experience if I don’t mention the invaluable learning I got from it. My biggest accomplishment was coming out of that period having gained numerous new skills and learning a lot about myself.”

Herunga enjoys dedicating at least an hour every day scouting for something new to learn, be it anything from coding to making papier-mâché. “Time spent learning something new is more valuable than all the money you could have made not learning anything at all. If you can do both at the same time, then that is just invaluable.”

Herunga would like to retire from formal employment by the age of 45. “My dream is to be self-reliant within the farming sector. Africa is set to be the continent that will feed the world in the future and I believe Namibia, with its advantage of being geographically well positioned, is to be a key player in that future.”

If he was able, Herunga would remove religion from the world and rather encourage spiritual development and growth. “Most atrocities that happen in the world can be pinned down to differences in religion.”

Currently, Herunga believes he is living the best phase of his life. “I work in an environment that challenges me daily and it is an environment that is generally new to the Namibian business environment. I honestly couldn’t ask for a better time, as I’m learning daily through being tasked to push beyond the limits of my knowledge.

“This is the time in my life that I’m learning the most about myself. And because of that, I am able to be the best version of me for my loved ones,” he says.

He is inspired by his son, because he wants to understand everything he lays his eyes on and the idea of exposing him to more discoveries is, for him, creating a better life for his son. “And that’s what gets me up in the morning.”

He encourages the youth to never let the fear of striking out keep them from playing the game. “Never say you can’t do something and always ask yourself how you can do it. Never underestimate your potential and, as I tell my son every day: Do not be afraid to fail, because failure is the beginning of a whole new adventure. It is only when we fail that that true lessons are learned.”

Similar News

 

The rose among the thorns

1 day - 24 January 2020 | People

Justicia Shipena It would be difficult to meet anyone who is as passionate about food and educating people about a vegan diet than 25-year-old...

A peek into the HR world

1 day - 24 January 2020 | People

Julia MushellengaThere are a few initiatives one can use to empower employees, but my main preference is through engagement. It’s important to create engagement platforms...

Commit to be fit

1 day - 24 January 2020 | People

Mariselle Stofberg It takes exceptional perseverance and determination to continue to chase your dreams despite adversity and complications that may arise. Jonathan Mweneni Mwafangeo has...

The value of the journey

1 day - 24 January 2020 | People

Mariselle Stofberg“So many times I focused on what I wanted to become, neglecting the process required to get there. As I matured, I realised the...

Attitude determines altitude

1 day - 24 January 2020 | People

Mariselle StofbergPull quote: The urgency to act on climate change is growing, and financial institutions play a crucial role in providing financing to Green projects.When...

More than one chip on his shoulder

1 day - 24 January 2020 | People

Elizabeth Joseph Kristof Lerch has been a financial intermediary since early 2019. After completing his school career at the DHPS in Windhoek, he developed a...

Clean Kicks for all your shoe needs

4 days ago - 21 January 2020 | People

Michelline Nawatises Clean Kicks Namibia is a business which specialises in the cleaning and repair of all shoe types.The idea was sparked by a...

Destined to inspire

1 week ago - 17 January 2020 | People

Ester KamatiSem Mandela Uutoni’s desire for community development manifests itself in his work and is what drove him to pursue a bachelor’s degree in regional...

Make education your New Year’s resolution in 2020

1 week ago - 17 January 2020 | People

Albin JacobsWith the holiday season drawing to a close it is time to focus on the new year, 2020. Almost everyone makes some kind of...

Fearless manager - Game of Phones

1 week ago - 17 January 2020 | People

Michelline NawatisesLeandro van Wyk, call centre manager at MultiChoice Namibia, started his career in the banking industry in 2001 as a back-office ledgers clerk, after...

Latest News

A peek into the HR...

1 day - 24 January 2020 | People

Julia MushellengaThere are a few initiatives one can use to empower employees, but my main preference is through engagement. It’s important to create engagement platforms...

Same old, same old

1 day - 24 January 2020 | Education

At Nkurenkuru Combined School in Kavango West Region, learners are being taught under trees, seated on the floor or standing for hours due to a...

Fishrot bail strategy revealed

1 day - 24 January 2020 | Justice

The six men accused of accepting bribes worth N$150 million in the so-called Fishrot scandal have so far avoided applying for bail to protect details...

N$60m in SA worker funds...

1 day - 24 January 2020 | Banking

A whopping N$60 million belonging to the South African Municipal Workers Union National Provident Fund was among the so-called investments that have gone missing as...

Bank Windhoek assigns Muukua with...

1 day - 24 January 2020 | Society

Bank Windhoek has appointed Veripura Muukua as its new Communication Practitioner, tasked with Corporate Social Investment (CSI) and Stakeholder Engagement, effective Wednesday, 15 January 2020.In...

Investing in the people

1 day - 24 January 2020 | Society

Mariselle Stofberg“A new decade signals a time for reflection and focus on new opportunities that lie untapped before us. A decade passed teaches of victories,...

Commit to be fit

1 day - 24 January 2020 | People

Mariselle Stofberg It takes exceptional perseverance and determination to continue to chase your dreams despite adversity and complications that may arise. Jonathan Mweneni Mwafangeo has...

The value of the journey

1 day - 24 January 2020 | People

Mariselle Stofberg“So many times I focused on what I wanted to become, neglecting the process required to get there. As I matured, I realised the...

The struggle kids conundrum

1 day - 24 January 2020 | Opinion

The issue of struggle kids being prioritised for cleaner and labourer jobs has again reared its ugly head in the form of ongoing protests at...

Load More