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Friday, 18 August 2017 15:46

customer service awards limited urge organisation to meet up with the trends in customer service, a  customer experience management expert, Aliyu Ilias, who gave this charge at a breakfast meeting with customer service heads organized by the NCSA in Abuja, noted that within the period of eight to nine years, prices won’t continually determine a customer’s vulnerability, but rather a customer’s experience.

Speaking on the theme: "Trends in Customer Service," Ilias emphasized that aside the development of an avenue for a customer experience in an organization, proper good and services delivery also brings about enormous profit in a short run.

“Advertisement, location, payment method, price and most importantly customer experiences are the major reasons a customer will repeat or purchase a good at the same company in Nigeria. Every organization should strive to become the trend leader, by making inquiries, giving a listening ear to them, and majorly by designing an experience for them.

“Today, 88% of all businesses believe that they deliver excellent customer experience, but unfortunately going by our conducted research, only 8% of their customers believe the same thing. Amid all these rapid changes, the fundamental of great service remain the feeling of making a customer being recognized”, he said.

Giving recommendations on how organization can create experience for their customers, Ilias disclosed that spending on mobile ads, serving on social media, getting on YouTube, taking control of crowd sourced reviews, recommendations and creating of self-help platforms can help promote and boost a customer’s confidence.

Other recommendations he gave include: Trump sense over price, making sense of big data usage, visual reality, joining the smartphone fuelled rush of delivery innovations, instant chat and getting use to millennial customers among others.

In his presentation, the Managing Director, BetterWays International, Victor Oshadare, explained that customer experience is the planning and execution of strategy to develop, attract, retain and delight customers continuously and sustainably.

Reiterating the need for a customer experience, Oshadare noted that critical issues in customer services is the ability and capacity of an organization to identify the needs and potential needs of its customers and meeting those needs.

“The ownership and leadership of an organization might change but if there is a customer services culture (survival, stability, sustainability, structures, and system), a customer experience will give a fortune of all time. A good structure promotes experience, every organization should be ready of disruptive innovations, and take advantages of every opportunity of promoting faster” Oshadare said.

Nigeria's Customer Services Awards 2017 Management Conference would be coming up on October 5th 2017 (Customer Service Week) in Abuja. The Conference will give an in-depth look into the main drivers and challenges faced by brands and retailers when it comes to customer experience.

According to Aliyu Ilias, the coordinator of the conference would be featuring on how companies and organizations can respond to voice of customers effectively, big data in customer service and alternative channels, experience management strategy, understanding customer behaviour and interactive discussions.

He further noted that the case study of the event includes the transforming from customer service management to customer experience management and the designing and implementing of an effective customer experience strategy.

 

Friday, 18 August 2017 15:40

The Breakfast Meeting held, 17th August, 2017 at 805 Restaurant and Bar, Wuse II, Abuja brought together Customer service Heads from different organization,the theme focuses on the trends in customer service.

The Nigeria Customer Service Awards Limited is an organization that helps companies and organisations to listen to the voices of their customers by conducting an independent assessment research on the quality of service offered to customers by companies, process assessment and analytics.

 The breakfast meeting which was organised by Nigeria Customer Service Awards, was themed TRENDS IN CUSTOMER SERVICE and its focus is to bring together customer service heads to discussed the challenges from various organisation and deal with the current trends as well as to know the way forward in customer service and discuss it at the forth coming conference which is said to hold on the 5th of October 2017. This was disclosed by Dr. Aliyu Ilias from Customer Service Awards Limited.

The guest speakers of the Event was Dr. Aliyu Ilias: Customer Experience Management Expert, Mariam Jackson Alero: Customer Service manager  total Nigeria and Dr. Victor Oshadare: Managing Director of Better Ways International.

Dr. Victor Oshadare urges organisations private and government sector to register for the 2017 Customer Experience Management Conference which is coming up on the 5th of October 2017 during the international Customer Service week.

Monday, 14 August 2017 21:04

The state of road transportation in Nigeria is far from delivering the needed experience desired by commuters. It suffices to state that taxi services in Nigeria has failed to impress commuters over the years despite the growing demand for improved services. The present state of taxi and public road transportation system in Nigeria depicts the lack of creativity by those saddled with the responsibility of managing the sector. Vast majority of Nigerians rely on road transport services, yet the experience delivered to citizens is nothing near excellence.

Across the world, especially in developed economies, the taxi service plays a major role in delivering superb experiences to consumers as well aid in advancing the tourist potential of that economy. The state of professionalism deployed into road transport management in developed economies not only ensures safety for commuters, it has aided in the innovation of the sector.

In Nigeria, the challenges commuter’s face in the hands of taxi drivers are simply agonizing thus making taxi services very poor. The absence of an acceptable standard has led to the poor services experienced. So many of the public transport or taxi drivers are very rude and lack the courtesy needed to be engaged in the business.

There have been numerous cases of commuters who have been victims of armed robbery, rape and murder committed by taxi drivers. The phobia for taxi services in Nigeria is very high. Very few Nigerians can boast of over 20% confidence in the taxi services on offer.

In order for there to be safety in the taxi business, standards would have to be established that will guide the operations of taxi drivers. Commuters do not deserve to be cramped into vehicles like baked beans is packed into a container. There should be a standard for who should be a taxi driver and what trainings they have to undergo, the type of vehicle to be used as well as the routes to ply.

Taxi drivers need to be adequately trained to offer efficient services to commuters. The rate at which unregistered individuals per take in the taxi business only posses a threat to commuters safety. Just like every consumer product ought to be certified safe, every taxi must be certified safe before any commuter boards it.

Every taxi should have a registered and verifiable car number, car color and the driver should have an ID card that matches his or her face. The face of the driver behind the wheels should match the face on the central data base. Commuters are free to ask questions before boarding. It is economically beneficial when taxi service standards are made available within a society. Before an individual is offered a taxi license, there should be series of investigations and trainings the individual should be subjected to.

The population of Nigerians in need of excellent road transportation services exposes the gap in the taxi industry. Getting it right will demand a laid down road map that is flexible. The standard procedure in the taxi sector should be one that sets the standards for operation. Within the set standards, certain taxi companies should be allowed to bid for the processes to offer efficient taxi services. These companies will be subjected to recruit and train only eligible candidates for the job.

Government should set up a standards board that will consistently be charged to ensure conformity with approved standard expectations. From a random interview we carried out, 100 passengers were interviewed in order to measure commuter’s confidence in taxi service safety. It will surprise you to note that 74% admitted they felt unsafe boarding taxis in Nigeria largely because of insecurity and the discomfort. To mitigate against the negative fears of consumers, government needs to reform the transport and taxi service sector. There is no doubt that excellence in taxi service delivery is a necessity and a measure of a nation’s capacity to purposefully evolve its developmental processes and experience.

Science and technology is advancing consumer’s use of taxi services. All states of the federation should have a central data base in which commuters can verify taxi drivers. A mobile app should be made available for the management of taxi services.  Nigeria deserves to offer better taxi services to all consumers in Nigeria. The taxi service is a source for national tourism in Nigeria. Let’s make our taxi service worthwhile.   

Chukwuemeka Amoji Okoro

Monday, 14 August 2017 20:41

The Nigeria customer service awards limited is hosting customer service heads from different sector on 17th August 2017. This was contained in a press release by NCSA.

According to Aliyu Ilias, information are mostly digested by customer hook, line and sinker, this is the reason company need to work on their service delivery and communicate it effectively.

There is a disruption in every sector of the economy this also affect the customer perception about businesses. Every organization must move on with the current omni-channel approach to customer service. The meeting is opened to customer service heads, Customer service directors, customer service representatives, marketing executive and business owners. The topic of the breakfast meeting is “TRENDS IN CUSTOMER SERVICE”

The focus of the meeting is to also inform the customer service executives about the upcoming 2017 customer experience management conference schedule to hold on 5th October 2017 during the international customer service week, the conference will hold at Reiz Continent Hotel Abuja.  

The breakfast meeting which was last held in Lagos is in its second and forthcoming edition. It is open to the public and is completely free of charge to attend. 

Tuesday, 01 August 2017 13:11

The Country Director of Save the Consumers Initiative: Aliyu Ilias, congratulates Tunde Irukera on his Appointment as the new Director General of Consumer Protection Council on Tuesday 25th of July, 2017 during the courtesy Visit of Save The Consumers initiative  to Consumer protection Council.

The meeting had in attendance the Director General, the directors and members of staffs of Consumer Protection Council, the Country Director and staffs of Save the Consumers Among others. The meeting was held to layout the successes and achievement of Save the Consumers and further solicit for their support and collaboration in needed areas.

During the Visit, the Country Director Dr Aliyu Ilias said, Save the Consumers NGO was at the public hearing of the House of Representatives to support the bill that seeks to establish a federal competition and consumer protection commission and tribunal for the development and promotion of fair, efficient and competitive market in Nigeria. Save the Consumers believe that the bill will establish a national administrative framework for consumer protection, remove regulatory overlap, create measures to forestall common unfair trade practices and deter indulgence by provider of goods and services.

He stated some of the different platforms which Save the Consumers Campaign is being carried out. Which are Nigeria Television Authority, African Independent Television, WE FM, HOT FM, social media and content publication on Blogs.

He went further by stating Save the Consumers projects: Radio program every Wednesday by 3:00PM on HOT on FM Abuja, Handbook: He said the handbook is to create awareness on consumers education for students and also to educate secondary school and tertiary institution on consumer related issues, basic consumer rights, functions of Consumer Protection Council, information and communication technology, safety, expiry date, best before date and the roles of Nigeria consumers. And also a dummy copy was forwarded to the Consumer Protection Council for endorsement. He said the handbook is meant to be shared free to students across Nigeria which their focus is Federal Capital Territory, Pleateau, Kano, Oyo, Anambra, Sokoto and Edo states. And he further talked about the upcoming   Consumer Education and Protection Conference where they intend to bring together different stakeholders from both local and international organization with interest on consumer issues. The conference is scheduled for February 2018 in Abuja. 

The Director General Consumer Protection Council, Barr. Tunde Irukera expressed satisfaction on the NGO’s Name “Save the Consumers” as an interesting name that captured the situation in Nigeria. And commended the effort of Save the Consumers Initiative and also made suggestions on the way forward of the NGO.

 DORCAS OHIMAI

Saturday, 17 June 2017 15:18

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

Sunday, 11 June 2017 08:28

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

Sunday, 11 June 2017 08:15

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

Sunday, 11 June 2017 06:16

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

 

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

 

 

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