BY NDUMBE BELL JG in Douala
Members of MTN Cameroon hierarchy, driven by the CEO, Wanda Matandela, descended the markets in Douala, to share views with the frontline sales force and partners, in order to have an on-the-spot assessment of how their products and services are perceived. This was last August 13, 2025.
The new monthly approach which has been ignited with the coming of Wanda Matandela, called Exco Market Invasion (E.M.I), is said to be, “a new approach adapted by (the telecommunications and financial solutions giant’s) top management, involving the executive committee making field visits to gain a more accurate picture of the daily realities of frontline staff, but above all the difficulties faced by MTN’s partners and subscribers, beyond the reports produced by the operational teams.”
The unexpected visits are tutored to be very exciting and delightful and inspires confidence and care for this class of retailers, who are at the doorsteps of the population receiving the daily complaints and the benefits of each product.
The E.M.I fine-tunes senior executives to share a direct interactive moment with this group’s experiences, challenges and aspirations which the management committee says “it is a moment of empathy and understanding where leaders can see for themselves” to what degree of customers’ satisfaction their products and services uphold in society.
No doubt this is a very Africanizes way of caring for your family which according to the readout, underlines “an additional source of motivation for both front-line teams, partners and subscribers.” The resultant effect is that the company leaders are better equipped to have the basic understanding in what MTN Cameroon underpinned as “the operational pressures and opportunities that shape the customer’s trajectory.”
The Exco market Invasion (E.M.I) is a new approach that will compliment MTN Cameroon’s efforts to improve their products and services by taking the challenges expressed by frontliners.
According to the closing remarks floated by the CEO, Wanda Matandela, he maintains that, “this is not just a symbolic gesture. Each market invasion ends with a commitment to take action, whether it is improving a product, optimizing service delivery or solving systematic issues. It’s leadership in action driven by real–world feedback and continuous improvement”, he says.
A small operator selling airtime and doing money transfers in his call box in Akwa reacted that, “We greatly appreciate this visit by MTN executives which demonstrates the respect and consideration this major company has for us as business partners regardless of the size or importance. I had the opportunity to discuss with the CEO and other executives about the reality of the market. We made suggestions. Their explanations helped me to understand certain situations which we find regrettable.”