Mbabane Municipal Council Chief Executive Officer Gciniwe Fakudze has called on businesses in Eswatini to shift their focus from treating customer service as a routine transaction to designing experiences that encourage customers to return. Fakudze made this call at the LaunchPad Business Conference 2026, held from October 2-3 at the TLC Events Centre in Sidvokodvo. The conference brought together entrepreneurs, business leaders, and aspiring business owners to learn about practical tools to strengthen their businesses.
Fakudze emphasized the importance of understanding the entire customer journey, rather than just focusing on the final transaction. She stressed that businesses need to examine every point of contact with customers and identify areas for improvement. This approach, known as customer journey mapping, can help entrepreneurs identify gaps in their service delivery and understand how customers experience their businesses from start to finish.
Fakudze challenged small businesses to adopt the same customer experience principles as larger companies, despite limited resources. She encouraged entrepreneurs to think creatively about how to provide professional and memorable experiences for their customers. According to Fakudze, there is a science to creating exceptional customer experiences, and businesses should not neglect this aspect.
Beyond customer service, Fakudze urged entrepreneurs to equip themselves with practical business skills and tools. She emphasized that ambition and faith must be supported by deliberate action and that business owners should not rely solely on prayer while neglecting necessary systems and knowledge. Fakudze encouraged entrepreneurs to combine their faith with practical business tools to achieve sustainable success.
Fakudze stressed the importance of hard work, warning entrepreneurs against expecting success without putting in the required effort. She noted that business owners must be prepared to invest time and energy into their ventures to build resilient enterprises. According to Fakudze, there is no successful person who does not work hard.
Fakudze also encouraged entrepreneurs to develop resilience and not view failure as the end of their businesses. She advised business owners to consider alternative approaches when their initial plans do not succeed and to have the determination to start again after setbacks. This mindset, she believes, is crucial for long-term success.
The LaunchPad Business Conference 2026 provided a platform for entrepreneurs and business leaders to learn from experts and share experiences. Fakudze's keynote address highlighted the importance of customer experience, practical business skills, and resilience in achieving sustainable success. As Eswatini's business landscape continues to evolve, Fakudze's insights are expected to resonate with business owners and entrepreneurs.
Key points
- Businesses in Eswatini must prioritize customer experience to encourage repeat business and long-term success.
- Entrepreneurs should combine faith with practical business tools to achieve sustainable success.
- Hard work and resilience are essential for building successful and resilient enterprises.
