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Thursday, 09 March 2017 09:19

ABUJA CELEBRATES SOCIAL MEDIA WEEK

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To commemorate the social media week, which started on the 27th of February, 2017, a symposium was organized to discuss the theme “The impact of Technology in SMEs”. The event, which held at the Abuja Enterprise Agency Auditorium, Jahi, on the 2nd of March, 2017, was a very insightful one indeed. The symposium was organized by Emmanuel Otori, a professional business coach, and convener of ‘Social Media Nigeria’.

Firstly, great impacts of knowledge were meted through panelists, who fueled the intellect of participants, on learning how to thrive, while starting a small-scale business.

Some panelists were on ground to discuss the theme in details. They are the ‘BUSH AFRICA’ ,Miss Doris Egberamen, founder of ‘SAHARA CABLE’, Mr. Shuaibu Omeiza,Marilyn Iya Ogbebor,the CEO of ‘Nigeria Customer Service Awards (NSCA)’ Dr, Aliyu Ilias and Emmanuel Otori a Business coach among others.

Dr. Aliyu Ilias spoke about utilizing technology in Small Medium Enterprises (SMEs), pointing out that SME owners can leverage on that, to thrive in their businesses. He also brought to light, the statistics of SMEs currently in Abuja, being six hundred thousand (600,000), and stressed that if these entrepreneurs do not imbibe customer service technology in their operations, then eighty-five percent (50%) of them will be out of business, in the next five years.

When asked if it was appropriate to first receive loans before starting the business, Mrs. Ekaette, the MD of a microfinance bank, addressed the question by saying collecting loans to start  business is not entirely advisable. Hence, the business owner must start with the little they have, build up a structure, and a portfolio, which will serve as an added advantage, when they eventually go to source for loans. She explained that doing this will make the loan giver impressed enough, to invest in the business.

Friday, 10 February 2017 15:21

FASHOLA; APPALLED BY POOR SERVICE IN POWER SECTOR

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The 11th monthly meeting which involves a talk between the Minister of Power, Works and Housing, Mr. Babatunde Fashola SAN with Operators in the Power Sector, held at the Ikeja West Transmission Station, Ayobo, Lagos, a few weeks ago. The Minister had a lot of reservations about  the need for service providers to always prioritize dwelling on achieving excellent service to customers.

The Meeting was attended by high level representatives of Operators at the executive management levels, including Head of Discos, and Gencos, Managing Directors and Chief Executive Officers of The Transmission Company of Nigeria (TCN), as well as  the Niger Delta Power Holding Company (NDPHC), and the Nigerian Bulk Electricity Trader (NBET), among other power transmission, and management bodies.

The Minister, emphasized that the bills are paid by customers, who must at all times, get value for their money, in terms of the overall service delivered by electricity companies; customers  must be given impeccable treatment , by administrators, and operators in the Power sector. He also encouraged each Operator and service provider to positively change the customer experience of its consumers, from bad, to good, by improving metering and reducing estimated billings.

In the same vein, operators, and service providers, were urged, by the Nigerian Bulk Electricity Trading Plc (NBET) , to always remember to do their bit, in paying NBET bills, as this would ensure further functionality, and stability  in the sector. Fashola also  declared that a duty was owed, by service administrators, to ‘‘fish out a few staff that are not dedicated, and retrain or discard them’’. He made this statement, alongside lauding the efforts of the staff who have truly stayed dedicated and well trained, over the years. Making it clear that without customers, operators do not have a job, he said, “Without the customer, we have no business and I think all those in the private sector understand that. If you don’t have the zeal and dedication to serve, please leave, it is a thankless task but it is a noble task to serve”. The minister reiterated the need to build that trust and that confidence needed in service delivery; when there is trust, the service’s operations would go on the right ways, and people would no longer be charged for things they shouldn’t be charged for.

Expressing confidence that there would be improved service in 2017, the Minister thanked the Operators for their perseverance thus far, and  also advised them, to be ‘Undercover Bosses’, going  round to ask the consumers what their experiences have been, as that would inform the management’s decision about what to do to improve their standard of service delivery to consumers in the future.

Finally, the Minister assured operators that quick decisions will be made, with collaboration, although, not forgetting to respect the people’s decisions. At the end of the meeting, Fashola was rest assured that the service delivery of operators in the power sector, would take a turn, for the best. ‘‘I am optimistic that we can work together, to give Nigerians better service”,  he said.

Tuesday, 07 February 2017 13:27

BUILDING CUSTOMER RELATONSHIP

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In customer service delivery, customer relationships are very key, especially in the communication between a customer, and a Customer Service Agent (CSA). This communication must be very effective, and to make this so, the customer must put various behaviours, and tactics into consideration. Some of these tactics, and attitudes, in building, and maintaining customer relationship.

When talking to the customer, in the case of receiving customers’ complaints, the CSA must, first, carry out a critical analysis of the problem’s root-cause; finding out what exactly might have caused the problem to be existent, in the first instance, in doing this, however, the CSA has to be extremely warm, and detailed. When the customer has follow up questions, be patient enough to listen, and respond in a very caring manner. Whoever is attending to the customer, must virtually put themselves In the shoes of said customer, and attend to them like the job is theirs; that is, treat the customer like you are speaking to a customer of your own actual company (so you can find out how to make your customers happier, and the business, better), as opposed to merely relating with the customer, as an ordinary employee, or team member of the company, or business.

Also, the CSA must be very social media savvy, using new technology, and the internet, to their advantage. Learn your customers’ social media handles, and stay in touch, appreciating their patronage, from time to time. This singular act gives the customer some form of fulfilment, and they feel appreciated, and welcome to do business with such a company, in subsequent times. The business, could also have a database document of the customer, and each meeting they have with the company. These data bases would also contain the phone contact, address contact, as well as electronic mail addresses of the customers. This keeps the company, or business, abreast of the regular customers, and eventually, help decipher customers who can be set aside for proper, and special recognition. This also helps build a direct, and very personal relationship with the customers.

The CSA, when attending to the customer, must out-do themselves, as well as customer expectations. Customers usually expect that CSAs would be rude, impatient, and overall, incompetent, in attending to their needs, and proffering solutions. Hence, the CSA must disappoint that school of thought completely, and deliver faster, and more effectively than expected.  

Conclusively, the CSA, to be firmly built in the Customer-CSA relationship, must have strong moral, and business ethics. Such a person must not be associated with common vices, like stealing, lying, bribery, and impoliteness, among so many others. This is because these vices will completely mar the reputation of such a CSA, and may generally put the company or business, in an inevitable situation of loss, or jeopardy.

Monday, 06 February 2017 14:16

2017 A YEAR FOR EXTRAORDINARY SERVICE

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Extraordinary customer service is what sets a business apart from their competition, this is important in all kind of business, large or small, retailers or wholesalers, service based or product based business

Having going through 2016  challenging I Nigeria  economy where customer do not by with impulse but deliberate in their choice on where to spend available resources on, virtually all the companies in Nigeria experience reduction in their sales and customer buying pattern

Companies must be deliberate in there service delivery in 2017, customer must be offer exceptional customer experience, staff of organisation must serve customer deliberately, if not the experience of 2016 will continue to affect the customers in buying decision Customer are now have a lot of alternative and there is hardly a product without alternative

Companies must wow customer in 2017 through effective process that will give exceptional customer experience, keep it simple, clear and leave nothing to doubt. Customer need confidence, you will surely enjoy repeat business

 

Solutions:

EXCEPTIONAL EXPERIENCE

Service delivery is now proactive and not reactive, It is critical for every customer-driven organization to focus on customer experience to stay ahead in the competition customer service is a reactive approach to businesses while customer experience remain the proactive measure to service delivery ,according to NMSP research in 2016   65% of consumers prefer to do business with companies  that use their personal information to make the business experience or shopping experience more relevant. Customers will readily share their preferences with firms that take cognisance of their staff attitude, ambience and process, a recent study by the Harris Group reveals that 72% of Millennials prefer to spend their hard-earned cash on experiences rather than on material goods

SERVICE CHECK AND ANALYTICS

In 2017 Companies need to inspect what they expect the staff to offer the customer because monitoring and measuring service performance will improve customer retention and this can only be achieve by ensuring product and service delivery quality to customer

Service check will also expose the training needs and sales opportunities and better customer relationship management and in turn ensure customer loyalty in 2017

Analytics is now the trend companies must have both the small and big data ,individual  customer’s buying patterns and preferences must be monitored to create amazing customer experience , a customised experience will create a connection with the customer will bring loyalty

 

SOCIAL MEDIA

Customers and consumers has become habituated to sharing their impressions of virtually every transaction on social media. Companies must increase their social listening to capture every negative and positive reaction of customers, a good example is the case of DND that happen between peter of a telecommunication company and innocent that transfer the aggression of high cost of rice in Nigeria to the call centre staff, what if the call centre staff peter could not respond well, this would have create a negative image for the company

Companies must track and coordinate customer feedback across multiple platforms and provide timely answers to preserve customer relationships, according to research from Salesforce, as many as 62% of high-performing consumer product retailers claim to have processes for using multi-channel feedback to create “single snapshots” of customers and directly address their concerns. Those who feel ignored will take their business elsewhere

 TRUST

Trust creates confidence. Confidence turns into repeat business. And when the customer comes back and experiences the consistent positive experience that they had the last time – and the time before – that repeated positive experience becomes predictable and can turn into customer loyalty Customers are now smart and will pick up on lack of sincerity in your interaction and dealings with them

 

 

 

Monday, 06 February 2017 11:07

2BABA;BRAND TAINTED

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2baba has surely gone against the lyrics of his popular 2011 single ‘‘E be like say”, which spoke against corrupt government practices. The most popular lyrics in this song, are “E be like say they want to tell us another story again o”, “E be like say they want to sing another song again o”.

Following the current disheartening state of the nation, legendary musician, Innocent Idibia, popularly known as 2baba, set out to carry out a march, to protest the ongoing recession, on the 6th of February, 2017. He succeeded in gathering so many followers, in persons of fellow Nigerians, to diligently protest against the hike in the prices of various commodities, as well as services, in the country.

However, on the 4th of February, 2017, only two days before the protest march was to commence, the musician pulled out of the protest completely. In an instagram video posted by 2baba, he showed his utmost regret for not going on anymore with the planned protest, reasons being that his security was at stake. Many Nigerians are greatly disappointed by this act, but vow to continue with the march, as planned with, or without 2baba.

In a service delivery perspective, it is safe to say that 2baba will never again be seen as one who stays true to whatever he says. His brand will never be again taken seriously, as he evidently, chickens out at the mere sight of trouble, not being courageous to take risks.

As illustrated earlier in his song, this is exactly what 2baba is doing “singing another song”, and “telling another story” to Nigerians, by pulling out of the protest he got everyone very excited above being a part of, from its inception.

Consequently big brands may not be willing to work with 2baba, or make him an ambassador to their products , and services, because he has proven that at certain times, he cannot be trusted to follow through with whatever promises he makes to the people, when it comes to public issues.

Tuesday, 17 February 2015 12:57

Deloitte Global Gets New Chief Executive

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Touche Tohmatsu Limited (Deloitte Global) has appointed Punit Renjen, currently Deloitte U.S. member firm Chairman, as the new Chief Executive Officer. Renjen will assume the new role at the start of Deloitte Global’s fiscal year beginning June 1, 2015.

“It is a privilege to be part of an organisation that develops the most talented professionals into leaders and does its part to improve the societies in which we operate and delivers high quality services and innovative solutions to the best clients.

He added that the organisation is led by a purpose to make positive, meaningful impact that matters to everyone Deloitte touches. “I will do my best to serve the network by helping enable our leaders and people to fulfill their passion to make a difference,” said Renjen.

He succeeds Barry Salzberg, who will retire at the end of the fiscal year- May 31, 2015, and become a member of the full time faculty of Columbia Business School as a professor of professional practice. Salzberg also plans to serve on public company boards.

Renjen’s leadership appointment is part of a rigorous and comprehensive nomination and member firm partner ratification process that occurs every four years and includes all member firms of the Deloitte worldwide network.

 

He is a recognised leader in Mergers and Acquisitions (M&A), assisting clients through the entire M&A lifecycle. He grew up in India and holds a bachelor’s and master’s degree in management with honors from Willamette University.

Small and medium-sized private clinics that want to acquire innovative medical technologies and services and develop their own brands can now do so from Royal Philips with finance support through the Diamond Mediloan QualityCare Programme, Marketing Edge reports. This was made possible recently when Diamond Bank Plc launched a partnership with Royal Philips, the Medical Credit Fund, a section of the PharmAccess Group to improve access to quality healthcare in Nigeria.

Loans under this program are backed with business and medical quality assessments plus training implemented by the Medical Credit Fund using the Safecare standards. As such, clinics can expand and improve the quality of their services, giving more people access to quality healthcare.

Across Sub-Saharan Africa, the majority of healthcare facilities are small, private health clinics and diagnostic centres. Most small and medium-sized private clinics in Nigeria cannot obtain financing from banks due to the perceived high investment risks. As a result, they are not able to invest in medical equipment, carry out necessary renovation works or recruit qualified personnel. At the same time these clinics serve more than half of the population in Nigeria, primarily low-income earners.

Diamond Mediloan QualityCare Programme addresses the issue of healthcare practitioners who don’t have access to mobile ultrasound equipment which enables them to carry out relatively straightforward but critical examinations during pregnancy. The mobile ultrasound equipment can also be taken to rural villages to screen women that are not able to reach the clinics. The clinics will also be eligible to obtain loans to acquire patient monitoring and X-ray systems from Philips for the examination and treatment of patients.

Small and medium-sized private clinics that want to acquire innovative medical technologies and services and develop their own brands can now do so from Royal Philips with finance support through the Diamond Mediloan QualityCare Programme, Marketing Edge reports. This was made possible recently when Diamond Bank Plc launched a partnership with Royal Philips, the Medical Credit Fund, a section of the PharmAccess Group to improve access to quality healthcare in Nigeria.

Loans under this program are backed with business and medical quality assessments plus training implemented by the Medical Credit Fund using the Safecare standards. As such, clinics can expand and improve the quality of their services, giving more people access to quality healthcare.

Across Sub-Saharan Africa, the majority of healthcare facilities are small, private health clinics and diagnostic centres. Most small and medium-sized private clinics in Nigeria cannot obtain financing from banks due to the perceived high investment risks. As a result, they are not able to invest in medical equipment, carry out necessary renovation works or recruit qualified personnel. At the same time these clinics serve more than half of the population in Nigeria, primarily low-income earners.

Diamond Mediloan QualityCare Programme addresses the issue of healthcare practitioners who don’t have access to mobile ultrasound equipment which enables them to carry out relatively straightforward but critical examinations during pregnancy. The mobile ultrasound equipment can also be taken to rural villages to screen women that are not able to reach the clinics. The clinics will also be eligible to obtain loans to acquire patient monitoring and X-ray systems from Philips for the examination and treatment of patients.

Small and medium-sized private clinics that want to acquire innovative medical technologies and services and develop their own brands can now do so from Royal Philips with finance support through the Diamond Mediloan QualityCare Programme, Marketing Edge reports. This was made possible recently when Diamond Bank Plc launched a partnership with Royal Philips, the Medical Credit Fund, a section of the PharmAccess Group to improve access to quality healthcare in Nigeria.

Loans under this program are backed with business and medical quality assessments plus training implemented by the Medical Credit Fund using the Safecare standards. As such, clinics can expand and improve the quality of their services, giving more people access to quality healthcare.

Across Sub-Saharan Africa, the majority of healthcare facilities are small, private health clinics and diagnostic centres. Most small and medium-sized private clinics in Nigeria cannot obtain financing from banks due to the perceived high investment risks. As a result, they are not able to invest in medical equipment, carry out necessary renovation works or recruit qualified personnel. At the same time these clinics serve more than half of the population in Nigeria, primarily low-income earners.

Diamond Mediloan QualityCare Programme addresses the issue of healthcare practitioners who don’t have access to mobile ultrasound equipment which enables them to carry out relatively straightforward but critical examinations during pregnancy. The mobile ultrasound equipment can also be taken to rural villages to screen women that are not able to reach the clinics. The clinics will also be eligible to obtain loans to acquire patient monitoring and X-ray systems from Philips for the examination and treatment of patients.

As part of efforts to strengthen its partnership with stakeholders in the telecommunication business, youthful brand, Etisalat recently hosted its distribution partners at its 2015 Distribution Partners Conference tagged “Success Through Synergy”.

The annual conference is a platform for distribution partners across the different geopolitical zones of the country, to meet and discuss with the management and key officials of Etisalat with the aim of strengthening partnerships, driving innovative ideas and proffering solutions that will help create a more robust business operation.

Speaking at the event, Mr Matthew Willsher, Chief Executive Officer of Etisalat Nigeria expressed his delight at being a part of the conference as it gave him the opportunity to meet and hear the views of the different distribution partners while sharing the vision of the company moving forward.

“I am happy to have met with these crucial members of our company and to have talked to them about all the successes we have achieved. We have done remarkably well over the years, and we still have a lot of potential. We realise that the partnership with all of our channel and service partners will go a long way in maximising these potentials”, he said.

He also urged the distribution partners to take advantage of the infrastructure put in place by the network to get higher purchasing customers.

After the morning session, participants were hosted to a cocktail party, anchored by, OAP Dotun Kayode. Guests were also treated to performances by Seyi Shay, Orezi, GT da Guitarman, and Sir Victor Uwaifo among others.

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