The Spirit of Safaricom Cultural Framework

This document is a guide detailing the Spirit of Safaricom, which is foundational to the company's culture and operational ethos. It identifies four key pillars: purpose, customer obsession, collaboration, and innovation. Each pillar is defined by specific beliefs, behaviors, and language that guide employee actions and company strategies. The guide outlines how these pillars are integrated into the company's operations, emphasizing the importance of empowering staff, enhancing customer experiences, and fostering a collaborative environment. The document also discusses the company's strategic approach to customer obsession, highlighting efforts to address customer pain points and improve service delivery. Furthermore, it presents key performance indicators that measure the effectiveness of these strategies, including engagement levels and customer satisfaction metrics. The guide concludes with a look ahead to future initiatives aimed at deepening customer engagement and enhancing service offerings.