In a bold move to reaffirm its commitment to customer satisfaction, Orange Sierra Leone has on 15th April, 2025 officially launched the ‘My Customer, My Boss’ initiative, an employee-driven customer engagement program that has now been adopted across all seventeen Orange Middle East and Africa (OMEA) countries.
Originally developed in Sierra Leone as a customer perception survey, the initiative has grown into a full-scale operational model, engaging more than 10,000 employees across the region. Staff members from all departments are mobilized to meet customers directly at their locations, gather feedback, and develop a deeper understanding of customer needs and expectations.
Speaking at the launch ceremony, Sekou Amadou Bah, Chief Executive Officer, Orange Sierra Leone, described the initiative as a fundamental shift in how the company views its relationship with its customers.
“‘My Customer, My Boss’ is not just another campaign; it is a movement. It reminds us that customers are not merely part of our business they are the very reason we exist. Their voices matter, their needs chart our course, and their satisfaction drives our success. We must be bold, caring, and responsible in all our actions,” Bah stated.
Alpha Bundu, Customer Experience Director at Orange Sierra Leone, also highlighted the pioneering role Sierra Leone played in the development of the initiative.
“It is a proud moment that what started here is now a model across the OMEA region. This program allows us to hear directly from our customers, understand their perceptions, and adjust our services accordingly. It is a practical demonstration of placing the customer at the heart of everything we do,” he said.
Throughout the month-long campaign, employees have been grouped into clusters and assigned to schedule appointments with customers. During these visits, they conduct a brief customer satisfaction survey, present a postcard with a message of appreciation, and distribute branded tokens as a gesture of gratitude.
The initiative forms part of Orange Sierra Leone’s broader strategy to continuously improve the customer experience and foster deeper, more personal relationships with its clientele. By reinforcing a customer-first culture at every level of the organization, Orange Sierra Leone seeks not only to meet but to exceed customer expectations, living up to its enduring promise: Orange is Here! Orange De Ya!
