Thursday, 27th July 20172:31:53am

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Today’s consumers have more decision making power than consumers in the last 5000 years summed up. Advancements in technology have aided the way consumers think, interact and purchase products. With vital information at the fingertips of today’s consumer, product verification is carried out at an instant click of a button. The growing social media community across the world has equally enhanced how consumers discuss about products that matter to them. Consumers review product experiences on social media and this has influenced consumer buying decisions of many consumers today.

With the ongoing level of social media interaction currently on display today, it takes less than an hour for the news of a fake product to be circulated globally. This is due to the interconnectedness of today’s consumers. Businesses that fail to have a robust social media presence used to monitor consumer interactions as efficient feed back mechanisms are only setting themselves up for extinction.  Consumers reviews on certain products is determining consumers purchasing decision across the world.

In years to come, consumers will form a greater bond amongst themselves as a shield against dubious business organizations. Through this unified consumer bonds, good products will be separated from bad products. Consumers will not rely on adverts to determine which products to purchase. Consumers will not rely on magazines to determine which products to purchase. Consumers will heavily rely on product usage experiences of other consumers in order to make buying decisions. The power will absolutely be domiciled in the domain of consumers in the near future.

In order to stay compliant with this growing web of consumer consciousness, businesses must set themselves up to be omnipresent in interacting and managing consumer Feedback’s. The future consumer will place more emphasis on company’s that respond fastest to their needs. Within this era of the greater consumer bond, businesses will have no choice but to efficiently take their social media channels seriously. Being savvy for consumer data and feed back will become a prevalent occurrence in this era of greater consumer bond cum awareness.

To stay successful, business will have to invest into processes that deliver instant results and desired value through out the value chain of the given company. Business owners will have to focus their energy into positively transcending the quality of their products and services experiences to consumers.

Consumers do not care about the rate of disruption that takes place in the market. In fact, so many consumers do not even know what business disruption is all about. All consumers care about is the quality of the product and the experience they receive. In the future, the customers journey map will have to be taken seriously if customer loyalty is to be attained.

If businesses will want to maintain pace with the growing consumer bond and have their products in high demand, businesses must be ready to consistently position themselves to rapidly deconstruct and reconstruct themselves at an unprecedented cycle time in order to sustain the experience to customers.

Businesses must take every consumer concern and enquiry seriously as every consumer concern is a vibration that could be instantly picked and spread by other consumers. Organisations must improve the level of their engagements with consumers. Businesses have a duty to design consumer journey maps that deliver superlative experiences to consumers.

In few years from now, companies will be differentiated between their ability to sustain all round consumer desired experiences. If there are new products, inform a consumer focus group. Before any product launch, always create a consumer focus group and consistently interact with them before a product is pushed into the market.

If you notice any product defects, while you try to resolve it internally, instantly inform consumers about the defect. If there is going to be a product recall, instantly do it and compensate consumers. Gear up your business to consistently offer an environment that inspires consumers to interact with your brand.

Being consumer centric is the new inevitable! Business excellence will always remain a going concern. Deconstruct ailing service experience channels and reconstruct faster than the competition. Remember, built to last is an obsolete idea.  

Written by:  Chukwuemeka Okoro

The quest for experience has put ambiance in the front burner of excellent service delivery in the world, people tend to pay for experience not for service any longer. A friend of mine will always want to buy from a particular place in Abuja and I will always opt for a different place within the city. I summoned the courage to ask him why he will not trade-off the place for another place, he insisted I need to follow him and I will discover how irresistible the place is.

Having visited the place I altered my old common thought that, do not judge a book by it cover, the thought is gradually changing simply because there are some books, buildings, event places, that having seen the exterior you will keep wishing to go inside of the building to experience the interior and this is simply why we will all want to visit a place for the first time,

Ambience in customer service means a lot to customers, we must avoid unwelcoming environments. It has been proven by Psychologist that colour can actually affect the way we feel and even have a physical effect on us.

Different colours create different experiences to customers and employees. According to psychologists, blue colour creates a calm environment and atmosphere which proves to reduce blood pressure while green colour creates a restful state of mind. Purples may inspire contemplation for those that are looking to create a safe haven where customers can discover their inner most thoughts.

On the other hand, yellows excites and increase cardiopulmonary activities while red increases blood pressure and appetite.

Customer experience for the millennials must create a mood for the customer to be inspired or give a sense of security

However too much colour without engaging professionals hands may become tiresome on the eye and can cause stressful reactions, this remind me of an eatery in Lagos with good location but bad colour choices  to create good ambiance and poor aromatherapy

Aromatherapy has become a good welcoming touch point for customers because it proves that the organisation cares about the guest and is ready to improve the health and wellbeing of customers. It is a proven fact that scents or fragrances reduces anxiety, lift depression, or even energizes your staff and customers.

written by: Aliyu ilias,customer experience management expert

When delivering superlative experiences to customers becomes the hall mark of an organization, you can best be rest assured that they will deliver on their promises. In less than five years of doing good business, AEDC has proven to numerous customers that it is possible for an organization to have a human face in service delivery.

AEDC is truly a customer centric organization in definition and in operation. It’s not just the ambiance of their experience centers that gets customers excited, but the very nature of how they have transformed the electricity business to empower consumers is so wonderful.

Before the coming of AEDC, consumers were subjected to unpalatable services. In the past, services were very rigid, systems were chaotic, in truth consumers had no choice. Consumers eagerly expected value for money expended in the past, but it wasn’t delivered to them. In the past, consumers will queue for hours just to pay bills and to be attended to by rude staff.

Today the beautiful vision of AEDC is clear for all to see. With customer service experience high on their priority, AEDC has not only established customer experience centers close to customers, they have established efficient call centers that responds immediately to customer issues.

With AEDC, customers can now pay for electricity services within the comfort of their homes and offices using online platform’s. Truth is, AEDC puts more money into the pockets of its consumers by reducing huge  transportation cost of customers rushing to their offices to make bill payments. With the online platforms established by AEDC, queue management has been efficiently managed. With the effective and efficient ways business is been handled by AEDC, you can clearly state that they have the right individuals championing their vision. I salute the gallant staff of AEDC.

AEDC has not only changed the face of service delivery in the electricity sector, it has given voice and power to consumers. For the first time, Nigerians and residents in Abuja,Niger, Nasarawa and Kogi can categorically state how they want to be attended to by AEDC.

Also, for the first time a consumer centric forum has been set up by AEDC for interaction with customers. This forum has served as a worthwhile feedback mechanism for AEDC. Customers feel empowered with this consumer centric forum, because AEDC always delivers on its promises to consumers.

In the month of February, I investigated a case of residents at Trade More Estate Lugbe, who demanded that AEDC supply’s them with meters, I was surprised that the wishes of the customers were granted in less than two months. The meters were installed for free. AEDC set up a customer office within the estate to assist customers with whatever electrical issues they may have. This is an amazing customer service experience. Over one thousand meters were supplied in record time. Also, customers were given 41units of free electricity power.

Truly, AEDC is an epitome of unrivalled service excellence. They have become the Darling of residents in Abuja. The smart Tech’s of AEDC are always ready to serve. Truthfully, light has been wonderfully constant in my area. Even in my office, the wonderful presence of AEDC can be felt. This is what true service should be about. True service should be about empowering consumers, and AEDC has been excellent.

I wish consumers will comply with this great services being offered. I kindly want to urge fellow consumers to stop engaging dubious electricians who bye cut, manipulate and tamper with AEDC installed meters. Cheating AEDC is only rubbing ourselves of quality services. Let’s work harmoniously with the staff. Let’s cooperate with the staff. . As consumers, AEDC has made us stakeholders in this great vision.

AEDC is indeed superb in its operations. I know in the coming years, many consumers like myself will become great ambassadors of AEDC. I am proud of the smart and the great vision they represent at AEDC. As a consumer, I pledge my support to make AEDC. I am a happy customer. I pay my bills, and I do all that is right for the success of AEDC.

AEDC keep up the good works, you will certainly overcome the challenges you currently handle in your desire to offer excellence to all consumers in Abuja, Niger, Nasarawa and Kogi state. Kudos to a great team that believes in empowering consumers. 

written by: Chukwuemeka Amoji okoro

There is no name or brand that best represents the most anticipated service excellence in hospitality management Nigerians have been yearning for like the amazing “Fraser Suites”. The excitement in the air about the opening of the Giant in service excellence is unprecedented, many Nigerians who love the Fraser Suites Brand are desirous of savoring the great Brand appeal soon to be offered to Nigerians.

The Fraser suites building adds a magnificent color to the Abuja skyline with its unique world wonder architectural design that best describes the quality of work and thought invested into this Brand. The Fraser Suites is strategically located and easily accessible from any part of Abuja. It is the center of excellence in  excitement and hospitality that it’s why it is located at the city center.

I am a true fan of the Fraser Suites Brand and I am glad it will be opening its doors to Nigerians in a few days, certainly its doors being open will deliver service experiences to Nigerians never experienced before. I can categorically tell you that this is the time to taste superior service excellence for every Naira Spent. Certainly, this is the time when Nigerians in Nigeria will experience being lavished and adorned with the purest fragrance of true hospitality love. With the coming of Fraser Suites to Abuja, this is the time to experience true service.

In all my travels, I have always searched and identified with the Fraser Brand, because it offers me the peace of mind required to birth great inspiration needed for excellence. The level of excellence at Fraser Suites, has always made my vacation a memorable one. As a Nigerian, I am glad this grand brand appeal is close at hand. I will always recommend friends and associates to this great brand. I call it My Fraser Suites of Freedom.

The global Brand appeal of Fraser Suites is a testament of their great trust in the delivery of excellent services to customers, first time and all the time. From the security guards all the way to the fragrance sweetened pillow cases and towels, I always enjoyed an excitement that was out of the world. As a business traveler, Fraser Suites remains my top choice for hospitality excellence.

Because of its Brand appeal, Fraser suits is made welcome to many countries and continents  across the globe. I believe Fraser Suites will be the first hospitality industry to make it to Mars. They are truly dependable. From, Asia to Europe, to America and Australia, Fraser Suites is truly empowering.

Finally, Nigerians now have a brand that represents the imagination we wanted from a hotel Brand. When ever I  travel, I always search for the Fraser Suites Brand, because they certainly understand the needs of their customers.

The gourmet meals, the services, the music, the rooms, the ambiance, the processes, the appearances of staff, the courteous responses from staff, the welcomes and the goodbyes are all given a touch of royalty which makes you to eternally reminisce the experience.

With Fraser Suits, my search for excellence and superior service experience has been worthwhile. To have them close to me in Abuja, is the most exciting news that keeps me excited. This is the story of one who has experienced different hotel brands, but no one comes close to Fraser Suites. Fraser Suites is the only Hospitality industry that makes you an instant Ambassador.

Because I am proud of the services of Fraser Suites, I am sited outside the gate of the yet to be opened Brand, gazing at its magnificent structure and putting down these candid thoughts. I can’t wait for the Brand to open its doors for me to savor the great aroma and fragrance of freedom that is only synonymous with the Fraser Suites Brand. Thank you Fraser Suites for Coming to Abuja. My family, friends and associates now have a place to call home. 

Written by: Chukwuemeka Amoji Okoro.

Tuesday, 06 June 2017 11:25


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Every organization should have a way of creating good impression in the minds of their customers, In order to maintain and sustain the existing relationship with them. Business owners should be responsible for putting smiles on the faces of their customers because a customer’s smile can attract the attention of his/her friend.

It’s not good enough for organizations or business owners to treat their customers like widgets on an assembly line, by moving them along, take their money then make way for the next one. Once their money is with you, they can go for all you care not minding if they are satisfied or not after all new customers will come. It can be working at the moment but sooner or later, you will need them back and it will take more effort to win their trust back.

Customers have their own expectations. Apart from the products and services you are rendering to them, they want a sense of belonging because they are helping your business grow with their money. They want to have that experience not just to buy and go but to have a reason to come back and patronize you again and even come with their friends because It is a time when customer experience is your best source of competitive differentiation.

Customer experience is how customers perceive their interactions with your company. And it is important to render good services to customer to create good market share, profit and referrer. You can achieve this by showing customers that you care.

When you are building a brand, you should first of all create a belief in the minds of your customers that has lasting value and you should fulfill your promises and even add more packages to give them the satisfaction. It takes lots of efforts to sustain your relationship with your customers and you have to involve every member of your organization from the least person to the managing director.

An expert identified nine simple strategies that can help any company “live happily ever after”.

  • Advertising, marketing, and branding are not the same animals and can’t accomplish the same thing: Both advertising and marketing are mechanisms used to connect customers and businesses. Branding on the other hand is the creation and support of a powerful, unique, emotional experiences. It’s so powerful that the perception or image becomes a belief.
  • Be careful what you promise: when individuals and companies don’t deliver on their brand promises, they fall to create or maintain uniqueness in their brand categories. That translates to lack of brand loyalty among your customers.
  • Separate yourself from the park:  Both you and your employees should be focused on exceeding your customer’s expectations. You can start by getting rid of impersonal customer service techniques.
  • Perspective is everything: To really find out how things are going at your company, you will have to step out of your own shoes and take a walk in those of your customers and employees.
  • You (and your brand) are probably not as great as you think they are: when you think your business is the best, you don’t work hard to keep making it better. Always keep part of your gaze directed outward. And always be ready to reevaluate your brand. Focus not only on what’s working, but look for aspects of your brand that are not succeeding and do everything you can to improve them.
  • Understood your company’s “reach of influence”: You need to focus on actions that show you acknowledge and understand their needs. Doing this will help you create a brand whose promise creates a far-reaching, positive ripple effort in the form of evangelists who are ready to sing your praises near and far.
  • Don’t pretend to be something you are not: Branding is not putting on a persona that you think others will like. You don’t want your customers to feel like they are being “sold” based on a false business persona. Customers who trust a business will keep coming back to that business over and over again.
  • The easy way isn’t always best: Technology has made communications so much easier. But if you are not careful, relying too much on technology will erode your brand. You lose the opportunity to create emotional connections and build your brand.
  • Don’t drive your customers to flawed service:  Appearance without substance. Advertising and driving people to your business, without a powerful brand identity leads to failure.

To keep your promises at all time you must build a powerful emotional brand and start creating relationship with your customers to show them that you truly care. And you are ready to satisfy them not just at a moment but at all time. Once you are able to maintain this stand your customers will be yours for life.

By:Dorcas Ohimai



Tuesday, 06 June 2017 11:19


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Customer service has been defined in many ways by many people but essentially it is the provision of professional , helpful, high quality, services and assistance to customers before, during and after a purchase.  Customer support on the other hand involves a range of customer services aimed at assisting the customer in making smarter decisions like, what and how to buy, the effective use of a product, , installation guide, planning, maintain ante, troubleshooting and disposal of the product. When these support services are carried out at the customers end , where he/she uses the product or service it is called "at home customer support" . Technical support involves the provision of support with respect to technology products such as mobile phones, television, computers, software products, or other electronic or mechanical goods. 

Customer service is provided in different ways to customers but three broad channels stand out, they are:

1. By person. This employs the use of people to carry out specific duties aimed at customer service. Example the customer service rep you see in the bank, the sales rep of an organization. Organizations that care about their brand and its perception put in a lot of resources  into training their customer service representatives. Though costly, it brings great rewards for the organizations. 

 2. Automated means. The automated means of customer service increases an organizations ability to provide service 24 - hours a day which compliments customer service by person. Examples include Internet sites and touch-tone phones. With this method, customer service Reps are able to meet the needs of an increased number of customers. 

 3. Artificial means. Customer service provided by artificial means are done through the use of automated online assistants that can be seen as Avatars on websites. This method is effective in reducing the operating and training costs of organizations but it lacks the personal experience of deal with a real person. Automated online assistants are are driven by chatterbots and a technology that runs natural language processing. 

So now, you know the three means of providing customer service. Have you been served through  any of these means?  Or through all of them? What  means of providing customer service do you prefer the most? 

Written by: Lazine Ezinne. (Financial Services expert)

The global business landscape is evolving ever rapidly, and new knowledge in a given field of study has remained eternally indispensable. With business disruptions of every kind happening at an unimaginable rate, business owners have become critical about how their business offerings are perceived by those they have been prepared for. In this article, customer service magazine intends to probe the challenges of the service sector in Nigeria with probable solutions provided.

It is often said that production is not complete until the particular goods and services gets to those it has been prepared for. But in our investigation, we have come to postulate that production is not complete until there is exceptional satisfaction down the value chain. Production cannot be said to be complete until the Consumer is satisfied. The vehicle that drives and sustains the desired level of satisfaction down the value chain is known as the service industry. The potency of the service industry is determined by its ability to offer and sustain exceptional product satisfaction, reduce business cycle time, process transcendence, profit maximization and business excellence to it’s owners.

With this in mind, the service sector in Nigeria is the highest employer of labor in Nigeria. The service industry in Nigeria is not potent enough to compete on a grand scale. In reviewing Nigeria's service sector, we are investigating the combined efforts of public services and private business services.

As businesses jostle to get their products faster to consumers, the service sector expands. What then is the service industry? The service industry is the mechanism that determines how the quality of information, processes and products are managed in order to deliver exceptional satisfaction within the value chain. How society views this mechanism has differentiated one society from the other. A well structured service industry has differentiated one business from the other.

Nothing challenges the service sector as much as: stiff business competition and disruption; archaic business processes; unmonitored customer preferences etc. With this changes happening ever rapidly, this is not the era for businesses, government leaders and society to switch of its thinking Cap. The greatest goal of any organisation or business should be the delivery of unlimited exceptional convenience(satisfaction).

Nigeria is presently challenged by a poorly developed service sector, largely because those who have been placed in positions of authority cannot phantom the innate necessity of the service sector to the successful survival and coexistence of humanity. A healthy service industry in Nigeria will innovate various sectors of any economy. A good service industry in Nigeria will transform poor transportation, poor health care, high infant and maternal mortality rates as well as diseases etc. Without a resilient service sector, national growth remains stunted. An improved service industry, be it in government or business has a central focus of transcending itself to offer convenience. A thorough understanding of the importance of the service industry determines economic success.

The challenges of the service sector ranges as follows: Displayed ignorance of the potency of the service sector by politicians, civil servants and business owners. Patronage of obsolete technology is equally a major challenge in the service sector. Another challenge is the training and manpower gaps.

Corruption in public service is equally a major challenge in the service industry. Nigeria's path to economic success is hinged on its ability to transcend its service industry to cater to the teaming needs of the citizens. Until the service sector reforms are set in motion to momentarily review and resolve challenges as they occur, economic and accelerated societal excellence remains a mirage.

Consumer protection, safety and overall wellbeing remains the function of policy makers and government process regulators. Every economy seeking to enhance the wellbeing of its consumer population, must restrict bad business practices and products from circulation. To prevent consumers from sharp trade practices of certain business organizations, the competition law was created. The competition law has thus become a vital economic tool employed by governments of many nations to safeguard its citizens from foreign exploitation as well bad business practices of companies within.

By definition, Competition law is a law that promotes or seeks to maintain market competition by regulating anticompetitive conduct by companies. Competition law is implemented through public and private enforcement. Its aim and objective is simply for the wellbeing of consumers.

So many developed and developing countries have taken the bold step to setting up a robust competition and consumer policy frame work. The benefits of the competition law in the EU for instance has led to better consumer welfare, stable prices of commodities, availability of quality products through out the year, products and services innovation etc.

In Nigeria today, so many unhealthy business practices are allowed to go on because of the absence of a well structured body dealing with competition issues. Nigeria has only scratched the surface of competition Issues only on sectorial basis. At the present moment, the federal government through the legislators have seen the need for better business practices to exist within the economy. So many organisations have indulged in monopolizing the market of certain products thus defining an unrealistic selling price. Before the deregulation of some key sectors of the economy, many services were expensive and epileptic. The rate of consumer dissatisfaction was very low, coupled with the fall in product quality.

In monopolies we have seen agencies like NEPA, NITEL, Nigerian Airways, National bank etc all deregulated for efficient service delivery and innovation.

Today, consumers are no longer pinned down by government agencies alone, today some private businesses have become the nightmares of many Nigerian consumers. The following bad business practices have been allowed to thrive:

  • Business monopoly
  • Product hording
  • Illicit merger
  • Drop in product quality
  • Price hike
  • Product bundling


Once the Federal Competition and consumer bill becomes law, consumers will be protected from harmful business practices. Without these law, consumer rights will be trampled upon and defaulting companies will get away with a lot of crimes.

  • The competition law safeguards the well being of the Consumer by ensuring that there is a healthy business competition among companies.
  • That products are readily available in varieties for consumers to choose from
  • The prevention of unhealthy mergers by big organizations who intended defrauding the consumer.
  • Ensuring steady price of products and services.
  • Protecting consumers from unhealthy product bundling services for consumers.

Consumers have the right to unite and support the passing into law of the competition bill currently at the senate. Every consumer deserves to be safe.

Consumer safety is the responsibility of everyone. When the competition is law in place, consumers in Nigeria will be glad that their welfare will be taken care of. The competition law will further strengthen the rights of consumers. The competition law will guide how businesses think and operate.

With the competition law, businesses will have no other option than to ensure only quality services and products are allowed into circulation in the market.

With the competition law, business activities of organizations and companies will be evaluated to ensure strict compliance to lay down procedures. The competition law will save the Nigerian consumers from the claws of unethical business organizations. Support the competition bill, it is for the good of every Nigerian consumer. Everyone is a consumer.

Friday, 31 March 2017 09:39


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New businesses, which have been freshly founded, and set in operation, are stereotyped to always have unprofitable outcomes. Nonetheless, this is never always the case. Indeed, new businesses can thrive, just as successfully as businesses which have been in existence for a longer period of time, do; such business owners, just have to be aware of factors they could imbibe, to make sure that the business succeeds. Some of these factors, are actually, not far fetched. They include:


If anyone, at all, intends for something, or someone, to be known by others, such a person cannot just sit in their houses, cross their arms, and expect their intentions, and ambition to come to fruition. Something has to be done about it. This ‘something’, being talked about here, is known as publicity, and not just mere publicity, but a well-grounded one. For a newly founded business, well-grounded activities for publicity, must be established. You must go the whole nine yards, to make sure your business is viewed, or talked about, by anyone, and everyone. This means that you must utilize all forms of publicity you could use to showcase your business to the world. To be firmly grounded, if the resources are available, get a public relations officer, to handle the publicity of your business. If not, make sure you do not lazy around, or lag behind, in making use of the various other methods, which can be very beneficial in putting your business out there. Some of these methods are television, and radio adverts, blogs, and websites pop-ups, and posters, or handbills, among others.


There is a popular saying that goes ‘A good team makes the dream work’. Before you can think of growing your company, you have to have thought about the people who would help you achieve this growth. New businesses, must note that it is important to gather the right team of people, to move the business forward. Employing dedicated persons, who do not wait to be told, before they think outside the box, is a sure way of ensuring that the business has a rapid growth.


As a new business owner, you must be ready to adapt to whatever kind of market you find yourself in. All you have to do, is just figure out ways that would make your business thrive, or stand out, among others, in the same market. Be agile, in your approach to change, as this exposes you to various other strategies, to excelling, in your business. Appeal to whatever is trending, or whatever the people love, at any particular time, or age, and fit that into the operation of your business.


In recent times, social media seems to be the order of the day, in Nigeria, alone, over 100 million individuals are users of the internet, and social media, as well. Maximize this opportunity, where there are lots of people, who have access to viewing all about your business, on one social media platform, or more, at the same time. Your business must have a twitter account, Facebook, Instagram, as well as a LinkedIn account. Through these forms of media, you can project your business, more, to the whole world, which eventually, increases the bottom line of your business, as people would start to patronize you, pending on how you entice them, and convince them to do so, through social media.


This includes the customer feedback, as well as how they out rightly show you, in passing, that they feel about patronizing your business. When a customer has a great experience, they would definitely want to come back so many other times, in the future, to do business with you, again. Customers’ perception of your business goes a long way in making, or breaking your business, altogether. Consequently, the customer experiences must be noted, this helps the business owner decipher where the business is lagging, and what areas of the business’ services, customers do not like, or slightly, have a problem with. Learning the customers’ experience, can help fix the problem, or avert that issue, completely. Always respond to the needs of your customers. If customer needs are ignored, the business may never progress, for the simple reason that every business appeals to a certain target of customers, and it is whatever those customers want, the business, must work towards delivering.




Friday, 31 March 2017 09:23


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Etisalat Nigeria, has held the quarterly Customer Forum, to interactively engage  her customers. The forum, serves as a platform for customers to give their feedback, on their experiences from using the products, and services Etisalat has to offer.

The first quarter of the 2017 edition of the forum, flagged off in Kwara State, on March 16th.

Some Etisalat representatives, intimated the customers on benefits of using the Etisalat network, and sourced for suggestions from customers in that region, on how the network can serve them better.

A customer, Christina Odigie, disclosed how the Etisalat network has assisted her greatly, in improving her business. ‘‘I work for a fashion magazine, so I am always online, to stay ahead of fashion trends. I also stream videos, and download media. I must confess, that Etisalat’s data quality is second to none’’, she said.

The Kwara State Commissioner for Environment, Otunba Taiwo Joseph, also commended the efforts of Etisalat, in responding in a timely fashion, to the complaints of the customers. He also emphasized that he had some challenges with his Etisalat line, and as soon as he laid a complaint to that effect, at the Etisalat Experience Centre, it was fixed in no time at all. ‘‘Since then, I have been enjoying both data, and voice services, without complaint’’, he expressed.

Etisalat Customer Forum has helped the network provide better services, across the country, in key cities such as Lagos, Abuja, Portharcourt, Kaduna, Ibadan, and Benin, among others.

In the same vein, the Brand and Experience Director, Elvis Ogiemwanye, revealed that feedback gotten from previous Customer Forums, have helped the company develop more innovative products, and services, which solve everyday problems for customers.



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