THE NINE TIMES WHEN YOU SHOULD THANK YOUR CUSTOMERS

Thomas and Applegate recommend telling your customers "Thank You" during at least these nine situations: When they do business with you...every time. When they compliment you (or your company) When they offer you comments or suggestions When they try one of your new products or services When they recommend you to a friend When they are patient...and even when they are not so patient When they help you to serve them better When they complain to...

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JULIUS AGWU SUES ETISALAT

Comedian Julius Agwu has sued telecoms giant Etisalat to court for blocking his business line. He is demanding for N100million as compensation for jobs lost, contact lost, for the inconveniences, and for being mistreated by Etisalat staff.  Below is a statement from his lawyer, Festus Keyamo... We are solicitors to Mr. Julius Agwu, one of Nigeria's most sought after entertainers (hereinafter referred to as "our client") and on whose...

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WIN CUSTOMERS FOR LIFE WITH A KILLER STRATEGY

It doesn’t occur to many businesses that customer experience, like other business disciplines like marketing and branding, requires a strategy to keep it on track. Just like those other disciplines, it’s important to plan, train your staff, and measure results as much as possible. Let’s take a look at five steps to creating a killer customer experience strategy to grow your business. 1. Identify your ideal customer Whether you have a brick-and-mortar or a website, your design, layout, and presentation isn’t going to please everyone. Are you a luxury...

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BANK EMPLOYEE CHARGED WITH DISBURSING #27.9M LOAN TO GHOST CUSTOMERS

A 30-year-old employee of a Micro finance Bank, who allegedly disbursed N27.9 million loans to ghost customers, on Thursday appeared before a Yaba Magistrates’ Court in Lagos. Michael Atebo, who resides at No. 14, Akin St., Ikeja, is facing a three-count charge of conspiracy forgery and stealing. The Prosecutor, Insp Godwin Anyanwu, told the court that the accused stole the sum from the AB Micro finance Bank, where he was in charge of loans. He...

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ETISALAT AT CUSTOMER CENTRICITY SUMMIT

Brands were all present at the maiden Customer Centricity Summit, sponsored by Etisalat Nigeria. The three-day Summit, themed “Service Experience – What does Customer Centricity Mean for Business?”, was held at the Intercontinental Hotel in Lagos. Put together by Montgomery West Africa, panel discussions focused on what customer centricity meant for businesses, how businesses were achieving this and customer experience challenges. Speakers...

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FIRST BANK WINS NEBA AWARDS 2013

As the organisers of Nigeria Elite Business Awards unveil winners of the 2013 edition of the premier business awards, First Bank Plc has emerged winner in many categories. The bank emerged the Bank of the Year in the awards while Olabisi Onasanya, GMD/CEO of bank emerged the CEO of the Year. According to Elite Business Africa Network, organisers of the awards, the bank was recognised for its superlative performance, improvements, observance of corporate ethics and most importantly, quality service delivery to its teaming customers across the...

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ALL I KNOW ABOUT CUSTOMER SERVICE I LEARNED AS A PAPER BOY

As a kid growing up in the less-than-opulent lumber towns of central Oregon, I understood early that I possessed a “customer service” mentality. My first venture? Door-to-door sales; a publication called Grit – “Celebrating Rural America Since 1882”. I made a nickel for each sale. In my mind, though, I knew each customer had to be worth more to my pre-adolescent enterprise than five cents a week. I was a 52-pound business-man in my Toughskins...

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JULIUS AGWU RECOUNTS HIS BAD CUSTOMER SERVICE EXPERIENCE WITH ETISALAT

Funny man Julius Agwu is extremely not happy with law enforcement after he was defrauded while in the United States. The comedian said his sim card was swapped and whoever did it used it to gain access to his credit cards and used them in Italy. Agwu said, ”While I was in America to see my new baby, I suddenly realized that my Etisalat line was inactive. I couldn’t receive and make calls. I went to Etisalat office in Hilton to complain and...

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MTN ENHANCES CUSTOMER CONVENIENCE WITH AUTOMATIC AIRTIME TOP UP

MTN, mobile network operator, has introduced a service called MTN Auto Top-Up that will enable customers conveniently and routinely top the airtime on their phones. MTN is ushering in a new era of comfort for its high value customers through a partnership with Nigerian banks. Shedding more light on the service, Larry Annetts, Chief Marketing Officer, MTN Nigeria, said that MTN Auto Top-Up enables subscribers to recharge their mobile account...

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OVER 50 AERO CONTRACTORS PASSENGERS STRANDED ALL NIGHT IN ABUJA

Dozens of passengers were on Friday night till Saturday morning stranded at the Abuja airport as the airline they paid to transport them failed to do so. The passengers had each paid several thousands of naira to be flown by Aero Contractors to Lagos from the Nigerian capital. The flight, AJ132, was scheduled to leave Abuja at 6:30p.m. on Friday In what has become a norm among domestic airlines operating in Nigeria, the flight was announced...

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CUSTOMER IS KING BUT THERE IS A KING MAKER

It is morning and the hall is already bustling with activities; staff members are dressed in their best Ankara dresses. It has become a yearly tradition of showcasing their best Ankara wears, stilettos or sandals, braids packed in doughnuts, faces glazed with Tara make-ups, smiles miles too wide, ladies sashaying and the men acting super cool – all of them huddled together, looking like glossy characters in a glam magazine. It is customer service...

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STERLING BANK LAUNCHES THE STERLING ARSENAL DEBIT CARD

The highly publicized partnership between Sterling Bank and Arsenal Football Club has been formally sealed with the launch of the co-branded debit cards for the use of millions of fans and card holders in Nigeria. As part of Sterling Bank’s unique focus on satisfying the deepest needs and passions of its customers, these co-branded debit cards, (available in VISA and VERVE) are one of numerous benefits of the initial three-year partnership...

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ACCESS BANK FRUSTRATES ME

I have an account with Access Bank Plc, Iwo Road branch Ibadan, Oyo State. On January 28, 2012, I lodged N12, 000 into the account at the Bodija branch of the bank to aid the processing of an admission to a university in Canada. But the money was not credited into the account. Because of this, the University of Regina, Canada, where I was seeking admission could not deduct the sum of $100 from the account. My receipt number was 11452613. Despite...

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WHAT YOU DON'T KNOW ABOUT CUSTOMER SERVICE

We all know that customer service is important, but did you know it's this important: 78% have bailed on a transaction or have not made an intended purchase because of poor service experience. A typical business will only hear from 4% of its dissatisfied customers. Loyal customers are worth up to 10 times as much as their first purchase. It takes 12 positive experiences to make up for one unresolved negative experience. Consumers buy from people...

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