Huawei: Dedication to customer centricity
Most companies believe that “the customer is always right”.This leads to brands pandering to every trend and customer whim without considering what’s really the best for them. For Huawei, customer centricity is not just about bowing and scraping to customers, it means accountability to the network and loyalty to the job. One must have a full understanding of customer requirements to meet the customers’ demands and needs. When our customers choose to build their networks with our equipment, Huawei makes sure that they will provide the best service in a timely, accurate and low-cost delivery manner. Under extreme circumstances, such as earthquakes and civil unrest, Huawei makes sure that they will stay and assist customers through the difficult times. Back in 2011, one of Huawei’s customers’ equipment buildings located in the south-eastern part of Cairo burned down. The building was an important site for communication networks that serve millions of people living in the city. When the customers’ staff arrived at the location, the fire services had just finished putting out the fire in the three-story 1,000-meter squared equipment building. The communication equipment of the three service providers, including Huawei, were located in that building and were all destroyed. The customer was unable to contact the other two service providers because their managers had fled Egypt due to the political instability that was grapping the nation. However, Huawei made a promise that no matter who the equipment belonged to, Huawei would try their best to restore the networks as soon as possible. Huawei’s responsibility was to coordinate various resources and obtain permission from the representative office to send out all our local engineers to the site of the fire. Everyone was willing to help the situation – which then results to new communication equipment connected to the optical fiber cables and set it all up on a temporary framework that will allow communication to run smoothly. One of the customer said: “I still remembered feigning the need for a cigarette to get the very first conversation going and later a cooperation opportunity with this customer, but at that moment the CEO was no longer cold or distant, and was instead very emotional, holding my hand and expressing his gratitude at the fact that at this critical moment, only Huawei was truly willing to help them out”.
Huawei dares to challenge this belief with full accountability to the network, and loyalty to their job—to truly understand everything customer wants and needs from the products they use every day.