Why We Launched The Charter Now — Liquid Boss Lorreta Songola Speaks on The Gap

By Ross Moyo

Liquid Intelligent Technologies Zimbabwe says its newly launched Customer Service Charter was necessitated by the need to centralise customer experience across the business.

Responding to a question from TechnoMag’s Ross Moyo on why the business was launching the Charter now and what gap it seeks to close, Vice President and CEO of Liquid Intelligent Technologies Zimbabwe, Lorreta Songola, said the company had reached a point where product and network alone were no longer enough.

“Customer expectations keep rising, and we operate in a market where the quality of service can be as important as the product or solution itself,” Songola said.

She said the Charter was being launched during Customer Service Week 2026 under the global theme “The Extra Mile,” because it was most fitting. Liquid Zimbabwe localised the theme to; ‘‘We Go the Extra Mile.”

“For us, this is not a theme for one week. It is a commitment to go beyond what is expected, take ownership and look for ways to make every customer interaction better,” she said in her keynote address to staff at the company’s offices in Harare.

Songola said while Liquid had invested heavily in fibre, data centres and enterprise solutions, the lived experience of customers — from a call being answered, an issue being resolved, or a commitment being honoured — is what defined brand loyalty.

“The gap we are closing is consistency. Every call answered, every issue resolved, service delivered, commitment honoured and every colleague supported contributes to how our customers see and experience Liquid,” she said.

She said as Liquid pursues its strategic ambition of accelerated growth, customer satisfaction must remain at the centre of every decision.

“Our customers remember whether we listened, whether we responded when we said we would, whether we took responsibility when things went wrong, and how we made doing business with Liquid feel,” Songola told TechnoMag.

The launch was attended by Liquid Zimbabwe officials among them Chief Commercial Officer, Lilian Nyangoni, Regional Head of Legal and Stakeholders Vimbayi Nyikadzino, CFO Victor Kuchocha and CXAZ President Dr Lawrence Kupika, who framed the charter commitments in the Zimbabwean context.