In an era where customer expectations are continually evolving, and businesses are navigating a rapidly changing landscape, the importance of exceptional customer service cannot be overstated. It's a driving force behind customer loyalty, brand reputation, and business success. To delve into the dynamics of this transformative field, the 2023 Customer Experience (CX) Conference in Nigeria emerged as a beacon of knowledge and innovation. Let's explore the insights and revelations that emerged from this groundbreaking event.

Setting the Stage

The 2023 CX Conference will take place on October 5th, 2023, at the prestigious 206 Experience Hall, Novare Mall, Wuse Zone 5, Abuja. Organized by Customer Service Awards Limited, this conference was not just an event; it was a catalyst for change, a platform for industry leaders and professionals to converge, exchange ideas, and redefine the future of customer service in Nigeria.

A Convergence of CX Visionaries

At the heart of this transformative event were the CX visionaries, industry experts, and thought leaders who have not only recognized the significance of exceptional customer experiences but have also taken tangible steps to revolutionize their respective fields. The conference was an exceptional opportunity for attendees to gain insights from these CX pioneers, engage in meaningful discussions, and tap into their extensive knowledge.

Keynote Speakers: A Wealth of Wisdom

One of the most anticipated aspects of the conference was the lineup of keynote speakers. These luminaries are trailblazers in the realm of customer experience, and they shared their wisdom, strategies, and success stories with the eager audience. Their insights transcended industry boundaries, offering valuable takeaways for attendees to apply in their own customer service endeavors.

Aliyu Ilias, President of the Chartered Institute of Customer Relationship Management, delivered a keynote address that resonated deeply with the audience. His wealth of experience and profound insights into customer relationship management left a lasting impact, inspiring attendees to rethink their approaches to customer service.

Interactive Workshops: Learning in Action

The 2023 CX Conference went beyond passive learning; it was an immersive experience where attendees actively participated in practical workshops. These workshops provided hands-on experience, allowing participants to apply the concepts and strategies discussed during the event. Whether it was adopting emerging technologies, honing emotional intelligence, or crafting innovative customer-centric strategies, these workshops empowered attendees with actionable insights.

Networking Opportunities: Building Bridges

Networking is an integral part of any conference, and this event was no exception. Professionals from diverse industries converged, sharing experiences, forging connections, and laying the groundwork for potential collaborations. The connections made at this conference have the potential to catalyze career growth and business development, fostering a community of like-minded individuals passionate about customer service excellence.

Exploring Cutting-Edge Topics

The conference program was a comprehensive exploration of cutting-edge topics in the field of customer service. From the impact of artificial intelligence and data analytics to the role of empathy and human touch in customer interactions, attendees gained a holistic understanding of the factors that contribute to exceptional customer experiences.

Insights that Ignite Change

While theoretical knowledge is valuable, the true power lies in practical insights. The real-world case studies presented at the conference equipped attendees with actionable takeaways. These insights were not abstract theories; they were proven strategies that could be immediately implemented to elevate customer experiences.

The Path Forward

The 2023 CX Conference in Nigeria was more than just an event; it was a movement. It was a declaration that customer service excellence is not an aspiration but an achievable reality. The insights and connections forged during this transformative event are catalysts for change in the way businesses approach customer service.

As the echoes of the conference continue to resonate, attendees are empowered to revolutionize customer service in their organizations. They have gained the knowledge, strategies, and inspiration needed to deliver exceptional experiences in an ever-evolving business landscape.

For those who couldn't attend, the journey is far from over. The ripple effects of the 2023 CX Conference will continue to shape the future of customer service in Nigeria and beyond. As businesses and professionals continue to implement the insights gained, the impact will be felt by customers and organizations alike, ushering in a new era of customer service excellence.

In conclusion, the 2023 CX Conference in Nigeria was a milestone in the journey of revolutionizing customer service. It provided a platform for knowledge sharing, networking, and the exchange of transformative ideas. The insights and experiences garnered from this event are the driving forces that will shape the future of customer service, not just in Nigeria, but on a global scale.

The 9th edition of the Nigeria customer experience management conference is scheduled to hold in Abuja on 7th October 2021 during the international customer service week, the conference will bring together customer experience experts, captains of industries, customer experience and service staff, marketing managers, business owners, entrepreneur and different people from all walks of life.
The Theme for the 2021 edition is: Designing Human-Centric Customer Experience in Nigeria, the theme focuses on experience design for different sectors of the economy.
This will hold at the prestigious The Envoy Hotel situated at the diplomatic drive adjacent to the united states of America embassy.
The best customer experience company in Nigeria will also be unveiled at the prestigious customer experience management conference in Abuja
Getting the Customer experience right is tremendously important in an age of almost limitless choice. Recent Gartner research even suggests that nearly 9 out of 10 companies are planning to differentiate themselves from competitors primarily by customer experience over the next few years.
The purpose of customer experience design is to optimize the experience for all customers, improving their overall view of the brand. Customers expect brands to deliver superior services and experiences in ways that are easy and seamless. When these experiences are positive, customers are more likely to become return customers
The 2021 customer experience management conference will unveil experience design methodology for customer experience professionals and organisations
For more enquiries, sponsorship and partnership: info@nigeriacustomerserviceawards.com 08052205072

The best Employee verification company in Abuja and Nigeria is Nigeria mystery shoppers provider www.mysteryshoppers.org.ng a subsidiary of customer service awards limited.
Employee verification and Background checks are very important for every company as they will confirm the reference provided by the employee, check employee qualifications and do a background check of his address, location and history.
Nigeria mystery shoppers provider www.mysteryshoppers.org.ng will establish a seamless and transparent process to confirm all that the employee provided, it will also be supported by customer service awards limited.
Employee verification is best done after the first or second interview, this will not allow the employer to have spent more on the employee before the background checks.
Nigeria mystery shoppers provider www.mysteryshoppers.org.ng has been in the service of Employee verification and background check for close to a decade and has all the required tools to verify employees address, location, certificate and reference. The employee verification, background check, certificate verification can be carried out anywhere in Nigeria and the world at large

At this age of social media journalism, politics in Africa is still grappling with the people in power consistently gauging the citizen to avoid them critiquing the Government of the day.

In a country like Nigeria, where we have different people with divergent ideologies, some sing the praise of president Buhari even at the brink of the Amalgamation call Nigeria.

Some Nigerians hold the opposite view, complaining bitterly to charge the Government to their responsibility, some argue further that this Government came on board with a promise to provide security, economic recovery, and to tackle corruption, which has worsened.

The Ganduje scenario reminds us of the basic table manner which children and adults alike must observe when on the table eating, the rule says don’t speak when you are eating.

Saliu Yakasai having gone on suspension for two weeks because he supported the #EndSars Protesters has suddenly forgotten his table manners politics and dare the Governor.

More so, it is an open ideology of the Governor of Kano state to deal decisively with whoever criticizes his government or Mr. President.

In All Progressive Congress, there are some written rules among which clearly state that you must not take party issues to a court of law except it has been adequately tackled by the party.

It is not clear if it is an unwritten law not to share your view about the Government that gave you a political appointment, It is crystal clear that it is either you keep quiet or you resign as a political office holder if you want to be free with your opinion on the country, any attempt to critique your party simply means you are on the other side.

Sad enough the other side is always looking for an opportunity of members of the ruling party trying to jump the ship such as Governor Obsaseki and the then deputy Governor in Ondo state, south-west Nigeria who resigned to join the major opposition party to contest again the incumbent Governor, the opposition party has completely forgotten their roles.

APC government came into power after the sixteen years of the People Democratic Party through enough critiquing and propaganda.

Save the consumers initiative announces the year 2021 Nigeria consumer protection conference scheduled to hold during the 2021 world consumer right day, the objective of the conference is to bring together consumers, Government agencies, Businesses and other stakeholders to discuss a framework for a better experience for consumers in Nigeria, 2021 as it is normally done every year will focus on contemporary issues such data protection. Nigeria has about 17th data collections agencies. How safe is our data? when are we going to have a single source for Nigeria citizen data generation, most of these agencies have been invited to be engaged in the protection of this data.
This year conference aims to equip stakeholder on the strategic way of handling consumer data and its management.
The conference for the year 2021 is scheduled as follows:

Date 16th – 17th March 2021

16th – March – Seminar for stakeholder on consumer data protection

17th March – Consumer Protection Conference

Venue: Alexis Hotel and Conference Hall Jabi Abuja

For further enquiries: info@savetheconsumers.org. 092903442, 07032150324

It is a gathering of JCI Nigeria leaders and members in Nigeria as JCI ASO celebrates her 20th anniversary with the presentation of a documentary, a compendium, and the 21st Investiture of the 2021 president.
President Ayodeji Ojo declared the anniversary open, he said in the last 20 years JCI ASO has been filled with great impact within our immediate community and Nigeria at large in the areas of Education, Health, Business, Tourism, and uniting the nation through sporting events.
He also said the partnership with different Government agencies and Development organizations has yielded great results for JCI ASO and moving forward it will be deepening the more. The theme for the 20th anniversary is: Two Decades of Impact; Sustaining the legacy.

The 2020 president also honours best-performing executives and members, Yetunde Adebisi emerged as the Best Executive Members, Owolabi Olaniran - Best Board Member, Aliyu Ilias - Best Member, Abidemi Olamoyegun - Best New Member, Olayinka Solomon – Best Project Chairman, and Abayomi Oladipupo received a special presidential award.

The program also has its yearly Qualitative Leadership Value, which was well organized by the Director of skills and Development JCIN Amb. Owolabi Olaniran, the QLV panelist are chief Nancy Nnaji, Mr. Saleh Rabo, JCI Sen. GWO Shoaga, and Athea Peretu of Cool FM anchored the panelist session.

JCI ASO founding fathers led by JCI Sen. Bayo Oyelude, JCI Sen, Barr. Mustapha Adekola, JCI Sen. Abubakar Sanni, and JCI Sen. GWO Shoaga share the 20-year trajectory and celebrate the generations of leaders that sustained the legacies, these founding fathers were honuored with a life pillar awards.
The 20th anniversary is well attended, the 2020 JCI Nigeria President JCIN Amb. Oyinyechukwu Mbeledogu, the 2021 JCI Nigeria President JCIN Amb. Biola Olorunnisola and other past National presidents of JCI Nigeria and different Local organization presidents were in Attendance.

JCIN Amb. Kayode Odusote is the 2Oth Anniversary Chairman, JCIN Amb. Folakemi Ajet and the Director of Skills and Development JCIN Amb. Owolabi Olaniran organized the Quantitative Leadership Value seminar.

The 21st Investiture of JCI ASO was conducted by JCI Sen. Richard Ojo in the company of other past presidents in attendance and the 2020 president JCIN Ayodeji Ojo in a very interesting transition passes the chain of office to the 2021 president JCIN Amb. Aminat Aweke Ajala.

In the 2021 president speech, she appreciates the board of ASO, Leaders, and the entire members of ASO, the 2020 theme is Stepping-Further Through Innovation. The 2021 executive members are Aminat Aweke Ajala – president, JCIN Amb. Owolabi Olaniran – Executive Vice president, JCIN Amb Olubunmi Ajayi – Vice President. JCIN Amb. Aliyu Ilias – General Secretary, JCIN Amb. Francis Ojo – Treasurer, JCIN Amb. Yetunde Adebisi – General Legal counsel among other board members and chairmen.
The JCI ASO platinum 20th anniversary will surely not be forgotten in a hurry as it ended with enough tungba amidst fanfare with over 8 past National president and JCI members across Nigeria.

Aliyu ilias Executive Director, Save the Consumers Initiative has called on the Minister of Communications and Digital Economy, Dr Isa Ali Ibrahim Pantami, the Nigerian Communications Commission (NCC), National Information Technology Development Agency (NITDA), the National Identity Management Commission (NIMC) and all service providers to extend the time contained in the new directives for subscribers to provide their National Identity Numbers (NIN) to update their SIM Registration beyond the prescribed two weeks period. This is contained in a press statement released to the media by the Executive Director of the CSO, Ilias Aliyu. Save the Consumer Initiative states that the extension will provide ample time for subscribers who are equally the consumers of the services to comply with the new directives.
Mr Aliyu urged all the stakeholders to take into consideration the inconveniences the two weeks period will cause over 80 million subscribers/consumers across the country especially at this period when subscribers are engaged and busy with different end of the year activities.
Mores so, the challenges of Covid-19 are still with us. With the recent rising number of cases across the country, it will be dangerous and unsafe to hoard millions of Nigerians into service providers offices or designated posts across Nigeria for purposes of updating their SIM registration.
In view of the reasons advanced, the Save the Consumer Initiative therefore made the following requests to the honourable Minister, NCC, NIMC and Telco’s in Nigeria:
1. 3-month period for subscribers to provide their NIN for their SIM registration update;
2. Provision of online platforms accessible by subscribers themselves for the update;
3. Severe punishment for any service provider that fails to register their subscribers with NIN at the point of purchasing the Sim card whenever the ban on sale of new SIM is lifted; and
4. Immediate Synchronization of data by NCC, NIMC and Telco’s.
The Executive Director also request immediate action on the above requests as Save the Consumer Initiative has been bombarded by subscribers/consumers to engage all the stakeholders on the new directives.

A civil society organization, Save the Consumers Initiative has called on the Minister of Communications and Digital Economy, Dr Isa Ali Ibrahim Pantami, the Nigerian Communications Commission (NCC), National Information Technology Development Agency (NITDA), the National Identity Management Commission (NIMC) and all service providers to extend the time contained in the new directives for subscribers to provide their National Identity Numbers (NIN) to update their SIM Registration beyond the prescribed two weeks period. This is contained in a press statement released to the media by the Executive Director of the CSO, Ilias Aliyu. Save the Consumer Initiative states that the extension will provide ample time for subscribers who are equally the consumers of the services to comply with the new directives.
Mr Aliyu urged all the stakeholders to take into consideration the inconveniences the two weeks period will cause over 80 million subscribers/consumers across the country especially at this period when subscribers are engaged and busy with different end of the year activities.
Mores so, the challenges of Covid-19 are still with us. With the recent rising number of cases across the country, it will be dangerous and unsafe to hoard millions of Nigerians into service providers offices or designated posts across Nigeria for purposes of updating their SIM registration.
In view of the reasons advanced, the Save the Consumer Initiative therefore made the following requests to the honourable Minister, NCC, NIMC and Telco’s in Nigeria:
1. 3-month period for subscribers to provide their NIN for their SIM registration update;
2. Provision of online platforms accessible by subscribers themselves for the update;
3. Severe punishment for any service provider that fails to register their subscribers with NIN at the point of purchasing the Sim card whenever the ban on sale of new SIM is lifted; and
4. Immediate Synchronization of data by NCC, NIMC and Telco’s.
The Executive Director also request immediate action on the above requests as Save the Consumer Initiative has been bombarded by subscribers/consumers to engage all the stakeholders on the new directives.

Aminat Aweke Ajala stepped forward to serve humanity through Junior Chamber International Aso, the local chapter which is located in Abuja under the umbrella of JCI Nigeria. The chain of office, gavel and constitution was handed over to her by the 2020 president JCIN Amb Ayodeji Ojo, the sustainable legacy president.
The convention and investiture which coincide with 20th Anniversary of JCI ASO were loaded with different programmes such as Qualitative leadership Value seminar, Presentation of JCI Aso documentary and launching of a compendium of leadership stride.
Other executive members for the year 2021 JCI ASO are JCIN Owolabi Olaniran as Executive Vice president, JCIN Olubunmi Ajayi as Vice president, JCIN Aliyu ilias as General Secretary, JCIN Yetunde Adebisi as General legal counsel, JCIN Francis Ojo as Treasurer, JCIN Benjamin Oshiyemi as Director of Skill and Development, JCIN Damilare Adewole as Director of Growth and Extention, JC Olayinka Solomon as Director of Projects and Programs.
JCI is a nonprofit organization of young active citizens age 18 to 40 who are engaged and committed to creating impact in their communities. Active citizens are individuals invested in the future of our world. JCI gathers active citizens from all sectors of society.
The 2021 theme is stepping-further through innovation, this theme is provided to guide the 2021 board of ASO to focus more on it programs and projects.
The chairman for JCI ASO Convention is JCIN Amb. Folakemi Ajet and the Chairman for JCI ASO 20th Anniversary is JCIN Kayode Odusote, the panellist for the convention and anniversary are JCI Senator GWO Shoaga, Chief Nancy Nnaji and Mr Saleh Rabo and Anthea peretu popularly called Blackcoffee on Cool FM anchor the program.
Among the attendance at the anniversary are the 2020 JCI Nigeria president, JCIN Amb. Oyinyechukwu Mbeledogu, the incoming 2021 President JCIN Amb. Olorunnisola Abiola, 10 past National president and other chapter presidents across Nigeria, JCI Aso Senators and members were in attendance.

The year 2020 started like every year but with uncertainty going forward, every customer experience prediction for the year 2020 prove wrong, the brands has planned to attend to customer with several way to satisfy their customers and create more loyalty
Customers as well prepared to get a better service and continue to look for a good customer experience company to patronise.
The game changed in the year 2020 for companies and customers, many companies closed down their businesses, many brands changed their product and services, I recall a firm that operated a 5-star hotel in Lagos, this firm during the Covid-19 lock down, turned into a restaurant, they prepare food and deliver it to customers on request.
This lesson cut across different sectors, every organisation did not only think outside the box but are creating a new box of service and product process and turnaround time.
The new box is the new normal, simply because all the conventional approach are no longer working for all brands. The year 2020 bring about remote working system which cannot change going forward, it brings in more empathy which is the core focus for customer experience as it affects every person on the surface of the earth.
2020 appreciated speed and efficiency from brands and it also bring service close to customers, many companies that survive the year 2020 definitely do something different and took service and product closer to their customer like never before, in fact customer dictate the service and product like never before. It is a year that companies ask customer how they want to be served, where and when to deliver,
Most of these changed experienced in the year 2020 will definitely shaped customer expectation in the year 2021, more so Covid-19 is still very much around and customer purchasing power are still not balance, consequently a lot of change in customer experience has come to stay in the history book of customer experience globally.

#1 Job Opportunities

At the last conference, I intentionally announced that we have some of us who are seeking for Job, perhaps some want to change their job, kindly assist if you see any opportunity. It became interactive in the hall and someone said my office will be placing an advert for a supply chain and logistics officer, I will share it he said. and immediately it was released I share it accordingly. and some of our members here remains the testimony, I am sure they understand this better.

#2. Certificate & Categories Upgrading.

It is that period you need to upgrade your membership.
Yes, you are due for upgrading. you have the cognate experience now. you need to move from Associate member to full-member, from full-member to fellow-member.
Do you have 2, 5 or 10 years experience respectively. Change that status now.
Waiting for your call.

#3 Volunteer – Staff

I received a call from one of us, he said, we are taking volunteers in my office kindly let me know if we have members that are willing to engage in such, I told him that in this our sector volunteer remain one of the best ways to secure a job, let me inform our people that are not engaged yet. The number of people that are willing is 3 while the opportunity is two. Having helped the two people, he said if the third person doesn’t mind Maiduguri. the person gladly takes it. Now he is a permanent staff.

#4 Trends-in-supply Chain

According to the English Metaphysical Poet, John Donne ‘No man is an Island’ This expresses the idea that human beings do badly when isolated from others and need to be part of a community to thrive. Things are changing every day and that informs the theme for this year conference ‘’Adapting to the shift in Supply Chain Management: Nigeria Perspective’’ you need to be informed on the contemporary way of solving supply chain problems.

#5 Supply Chain Community

The need for you to be among your people cannot be overemphasised, a member called that they immediately need an independent supply chain expert who has the cognate experience to defend and solve some immediate problems with the possibility of representing an international company in Nigeria, I told him most of our people contract with NGO has expired they are available. We do not have a choice than to immediately engage a member in our community who understand the pre-requisite language like you.

#6 Yearly compendium of Supply chain

Show your face, don’t be left out, make sure your name or company name appear in the yearly book. it is not enough to have the certification without identity with your people, we all need each other to achieve our aim and objectives in life.
Our members span from leading NGO’s globally such as USAID, WFP, MSH, UNICEF etc, Government Agencies BPP, PPPRA,SGF,NNPC,NCC,NESREA etc, leading private companies Dangote,GLO,BUA,Eaglenets,Pethan etc.

#7 Gift for you

You must have read 1-6, I am sure you will complete the remaining three before providing solutions. There is always a reason to provide a solution as a professional, join us to provide a solution to the following problems, the best solution gets a reward at the conference. See the link to the question https://forms.gle/LpyEoAXSpwkEdABC9

#8 Presentation

There is always an opportunity for you to present a paper at the yearly conference, what are you presenting this year? A paper presentation plays a key role in your professional life. You can always create an impact in the field of supply chain management. Identify an area and share the objective with the conference organiser and present it on the D-day.

The conference holds on 5th December .
Register for the conference: https://forms.gle/7QvKYHpDfzLdfrRP7

#9 Networking

Opportunity
You must continue to deepen your existence in business and professional relationship and forge new contacts regularly, the networking is usually not restricted to the exchange of cards, but professional discussion and sharing of ideas and opportunities

#10 Continuous learning and certification

At every conference or seminar, you get to learn new things and get certificated, no matter how sound we are we need to show we have gone through more learning and we have a certificate to show for it. Just like food nourishes our bodies, information and continued learning nourishes our minds. Lifelong learning is an indispensable tool for every career and organisation

Aliyu ilias

The 4th edition of the annual Nigeria supply chain management conference by the chartered institute of supply chain management seeks to invite professional in the field of the supply chain, procurement, warehouse management, store and inventory, logistics and distribution, transport and fleet management among others to the supply chain conference in Abuja.
The theme for the 2020 supply chain conference Abuja is: Adapting to the shift in the supply chain: Nigeria perspective.
2020 came with different challenges that are unprecedented and this has changed the operation of every sector of the economy causing a great distortion in supply chain management. Consequently, the organisation must look up to the trends and how the shock in been managed by different organisations in the world and Nigeria especially.
The conference will feature seasoned supply chain professionals in the field, the Director-General of Bureau of public procurement will also be presenting and other leaders from different private sectors such as Marie stope, USAID, MSH, BUA, Dangote, MTN, GLO, Cadbury etc
The supply chain conference Abuja holds on 5th December 2020 at the Alexis Hotel and Conference centre Abuja, the supply chain Abuja coordinator Aliyu ilias can be reached on 08052205072 for further details.

The challenges of poor service in Abuja has become unprecedented and alarming, customers seek for help every day to save the consumers initiatives, companies are also losing lots of money to poor services, most customers that experience inadequate services are sourcing for other places to buy their goods or services.

 www.mysteryshoppers.org.ng Nigeria mystery shoppers provider Abuja, a trademark of customer service awards limited remain the best company in Abuja that provide professional service check. Nigeria mystery shoppers provider Abuja has helped several companies to check their goods and services to confirm if staff are compliance with the service level agreement or rules of engagement provided by their companies on how to serve their customer very well.

Nigeria Mystery shoppers provider www.mysteryshoppers.org.ng helps an organisation to experience their goods or services by performing a specific task, such as purchasing a product or service, asking questions, registering complaints or behaving in a certain way. The mystery shopper then provides a detail report and feedback about their experience to the organisation. These help the organisation to make an informed decision on training, marketing strategy and manage its staff appropriately to create a better experience for their customers to increase their profit level. Nigeria mystery shoppers Abuja can be contacted via www.mysteryshoppers.org.ng. 

Nigeria mystery shoppers Lagos has checked different organisation such as the First Bank of Nigeria, Heritage Bank, Guaranty Trust Bank, Stanbic IBTC Pension, Total Nigeria, Mobil etc. The service is available for both small and Blue chips companies. Nigeria Mystery shoppers provider cover all the state in Nigeria

The organizers of the Nigeria Customer Experience Management conference,Nigerian Customer Service Awards Limited (NCSA) has announced 8th of October, 2020 for the 8th edition of the conference.

The conference is scheduled to hold in Abuja,Nigeria’s capital.

For further enquiries ,read details below:

8th Nigeria Customer Experience Management Conference, 2020

Date: 8th of October, 2020

Venue: virtual (Zoom Cloud)

Theme: Re-Thinking Customer Experience in Nigeria.

Register at:
www.Nigeriacustomerserviceawards.com/2020CXconference

Get to know the trend in customer experience management in Nigeria and the world at large, and a way forward to create top-notch experience in Nigeria

NCSA..Celebrating service excellence in Nigeria

Have you recently experienced excellent customer service?
Why not let them know how impressed you were by taking a few minutes to nominate companies to receive the 2019 Nigerian Customer Service Award.
https://www.nigeriacustomerserviceawards.com/nominate/

Review by Isa Idris.

The Book: UNDERSTANDING THE CUSTOMER EXPERIENCE IN AFRICA BY ALIYU ILIAS.
Chapter 1 :
The author in this first chapter of the book, pieces of advice companies and individuals to be involved in product or service marketing that satisfies customers needs and maximizing cooperate income and this requires a deliberate effort to achieve efficient customer service delivery, the absence of which leads to loss of customers loyalty, loose of corporate income and eventual failure of the organization.
Achieving an effective customer service delivery requires research into customer history, buying behaviour, tastes, preferences, quality delivery service through customer sales service to avert a shift in customer loyalty to competitor’s products or services.
Chapter 2
The author here emphasizes on proper coordination between every department, from security to stores, customer sales representatives, managers, to the chief executives in quality service delivery, good reception and personal relationships with customers as an antidote to achieve excellent customer experience.
Customer mapping guide an organization’s touchpoints ( contacts with coatomers), including company websites, phone administrators, security guards, customer sales representatives, managers, chief executives and social media operators must effectively coordinate and leverage on customers trust and expectations to avoid pain points, fraudulent suspicions from prospective and existing customers.


Chapter 3
The author advocates for Customer Experience Management Program (CEMP) to properly regulated company staff behaviours. CEMP is more concerned with people and processes besides technologies embedded in the products and service delivery. To achieve this, feedback system must be in place through the use of feedback sheets issued to customers on arrival to express his observations, suggestions, and staff behaviours and processes that needs improvement as well company strength that can be strengthened to serve them better. The feedbacks need to be reviewed, analyzed and be inculcated in the company’s policy guidelines to regulate staff discipline, reward system and improvement in product and service delivery.
Chapter 4
The author advice companies to differentiate localized services from foreign service delivery to customers. Companies in the Nigerian environment are expected to modify their universal brand to suit the culture and environment of their target market or community they serve. This calls for segmenting the products and services to meet the taste of local populations and for a proper understanding of experience and customer service even as few foreign products and services are served.
Company and customer service representatives must be conscious of pain points to customers. This is crucial as every customer desires recognition, good reception and respect from the company and its touch points. Pain points that includes stumbling blocks unresolved challenges and discomforts makes customer agitate, feels angry and sad, which are weaknesses and a phenomenon seen today in many banks’ long ques, pirated products, breakdown of commercial cabs, land racketeering, ATM failure, rescheduled and cancelled flights, unwarranted banks’ COT charges and extra luggage’s charges by banks and airlines on customers on flights.
The author advocates for companies to establish MOW moments which is an idle way of quick responses to customer needs, problems through effective use of communication system and teamwork by staffs at respective touch points to deliver quality service that leaves a lasting memory in customers after purchase.
Chapter 5
The authors call on companies and customer sales representatives to have Customer Engagement Services ( CEP ). It can achieve this by involving customers in its operations through effective communication to customers on new products or services, and effort to deliver effective services to customers using some strategies including social media to monitor customers responses and have reward systems to appreciate dedicated and loyal customers.
Customers loyalty to company products and services is always unpredictable and sentimental which requires sufficient or big data to monitor customers patronage, a sure determinant of company success. A company that strives to create MOW moments by ensuring each touch points creates customer satisfaction with checks, creates long-lasting positive impression in customers and vice versa.
According to the author. Start-up companies normally lack appropriate technology, personnel, standard and culture which they must first define their vision, listen to customers and remove their pains and establishing a MOW moment. His is because, a happy customer spends more, buying on impulse more and above their budget while the unhappy ones buy prudently less.
To remove customers pains and frustrations, the author calls for appropriate training for staffs at all levels to ameliorate or avert such pains and frustrations which negative implications can also passively discourage onlooker customers if not well managed. Customer frustrations such as patients on long queue waiting for nurses, consulting doctor, clearing of goods at Custom points in the airport, air booking, ATM malfunctioning, BVN failures affect customer patronage and reduces company income.
Chapter 6:
Here the author says, Excellent Customer Service Delivery (ECSD) can best be achieved by using research survey, questionnaires on customer satisfaction in company products and services, which requires deliberate planning design and guidelines for staff and monitoring of customers buying behaviour. It also requires periodic training, assessment of staff to get the best, which could be acknowledged using a reward system and promotions. This is achieved, motivates the customers to introduce the company products and services their friends and family relations alike.
The author also underscores the importance of Customer Insight through close interaction with customers to know their desires, expectations and perceptions which could be positive or otherwise. Proper achievement of Customer Insight requires personalization that involves getting wider knowledge of customers, getting his details, his likes and dislikes all which if positively exploited, reflects in his patronage and magnifies company income. Customizing of products and services by inscriptions of beautiful customer portraits on products like in lady’s body lotion and hair creams, perfumes, customer names on ATM withdraw machines is part of customer personalization.
Chapter 7:
Here author calls on companies to understand customer requirements defined by their right to make a choice from among the arrays of products and services offers by the company without undue influence which enhances customers’ value and satisfaction. Customers’ right to choose can best be boosted through effective conversation with customers, attend to their complaints and search questions which could be done using Google, social media and phone calls.
Social media, internet conversations, search and quick response to customers inquiries achieves effective service delivery, minimize service breaks and possibly avert if any. The author also delights companies to exploit the advantage of Co-production by involving customers in ‘value creation chain’ where customers undertake self-service as seen in big restaurants, eateries like Mr Biggs, Online banking, online ticket booking for flights, payment of school fees for wards and other bills. Companies are also advised to take delight in the customer metric in the measurement of their loyalty through documentation of their patronage.
Loyal customers who frequently shy away from giving feedback on their periodic negative perceptions on company products and services needs not to be commonized but well monitored to avert a shocking withdrawal their patronage and a shift of loyalty to competitors product or services. Customers loyalty can best be nurtured through adequate training of staff across the board on brand representation where every staff are made to understand who should do what, when, and how with the guiding rule of behaviours involving courtesy, greetings, warm reception, quick response and attention to resolve customer concern on product and services.
Chapter 8
Here the author advocates proper Customer Data Management ( CDM ). This involves the gathering of customer details on his/her buying pattern and relevant information that has potentials of improving customer satisfaction.
Low-quality data gathering, inconsistency, and analysis of results of biased information on customers leads to customer frustrations and establishing of pain points which also endangers company sales income.
The author reveals the benefit of quality data with a capacity to increase employee productivity to properly predict customers needs, his happy hour which is a sure way to satisfy the customer. On the contrary, inadequate data management, low-quality data subject customers to employees’ frequent embarrassing questions to update his data, the attitude that portrays the company and staff as incompetent and dissatisfying.
This scenario requires periodic data validation to rectify deficiencies, as the author calls for the ethical handling of sensitive data, censorship and a minimum level of privacy to ease data storage and retrieval when the need arises.

Save the consumers Initiative wishes to notify and invite the general public to the 2019 consumer Protection conference theme: “Consumer Education As Way Forward to Consumer Protection” The consumer protection
conference aims to protect consumers from overreaching, deceptive, abusive, or fundamentally unfair practices by businesses. Without this kind of knowledge sharing gathering, consumers would quickly fall prey to
the manipulative and aggressive practices of businesses seeking to increase profit and ease of doing business.
Consumers are cheated in the market because they do not get proper “consumer education” Almost All of us use a variety of products every day. A few of these products can be made at home, while for others, we have to
go to the market and buy them from the shops. Even for the ones that we make at home, we need raw materials which we buy from the market. What has been your experience while shopping? Have you always found goods as per your requirement? Have you been totally satisfied with your purchases? Do advertisements and salespersons always give you correct and complete information about the products you want to buy? Nigeria is one country where a lot of people are ignorant and ill-informed about their rights as the consumers they rely on the information and guidance provided to them by the manufacturers and shopkeepers.
A number of these manufacturers and shopkeepers want to make quick and easy money even if it means at the cost of the health and safety of innocent people. Under such circumstances, how can we make a satisfying purchase without being cheated? How do we get the best return for our money?
There will be an opportunity to volunteer at the upcoming conference. The volunteers will responsible for a different task assign to them and will be issued a certificate of participation.
This conference will bring together consumers and stakeholders and service providers closer and give them the opportunity to shed more light on the areas of contradiction also to bring the consumers up-to-date by providing
an overview of the latest policy developments, initiatives and case studies in this field. It also targeted at regulatory bodies of various government agencies, i.e. the consumer protection and other stakeholders.

An organisation in CBD Abuja needs a Business development manager for a Training and research organisation. send CV into milatbusinessschool@gmail.com

Save the Consumers Initiatives, is an NGO saddled with educating and promoting the consumers, presently, we are working on a project and in need of volunteers from around the world to work with us in achieving this project successfully. to join us in this service to humanity, please get in touch to us through our email: info@savetheconsumers.org or call our phoneline: 09-2903442

Nigeria foremost research consulting firm, Customer Service Awards Limited has ranked the nation’s superstores and pharmacy sub-sectors top in service delivery.

Speaking on the ranking, Managing Director of Customer Service Awards Limited, Dr. Aliyu Ilias, ‎said the result was based on staff attitude, product and process knowledge as well as general appearance.


2017 Nigeria Customer Performance Analysis Report
Aliyu, who spoke to newsmen in Abuja said the purpose of the research was to examine service quality delivery, customer satisfaction and customer experience of the top 14 sectors in Nigeria 2017.

Aliyu Ilias further maintained that the research was conducted in bid to achieve standard and credibility, he stated that data was collected on the three service parameters across the sectors, adding that the research was carried out by Nigeria mystery shoppers provider.

“Haulage, aviation and insurance sectors has the lowest performance in the area of staff attitude and conduct and, ambiance and staff appearance,” Aliyu said.

“In the area of process / product knowledge, haulage recorded a small step ahead of the Visa Processing and Media sectors. Across the three critical success factors considered, the performance of the Haulage sector was poor.

“All indications across the measurement parameters prove that much needs to be done towards achieving excellent service delivery especially in the Haulage, Media, and Aviation industries.

“Feedbacks from opinion polls and voice of the customer, especially, have proved that customers are dissatisfied with virtually every stage of customer service delivery in the Haulage and aviation sector,” he added

The ranking (77.97 per cent) which emanated from the 2017 Nigeria Customer Service rating, saw the oil and gas sector with 77.15 per cent and telecommunication with 70.13 per cent occupying the second and third position respectively.
Download the full report https:///VXRg9Z

Nigeria foremost research consulting firm, Customer Service Awards Limited has ranked the nation’s superstores and pharmacy sub-sectors top in service delivery.

Speaking on the ranking, Managing Director of Customer Service Awards Limited, Dr. Aliyu Ilias, ‎said the result was based on staff attitude, product and process knowledge as well as general appearance.


2017 Nigeria Customer Performance Analysis Report
Aliyu, who spoke to newsmen in Abuja said the purpose of the research was to examine service quality delivery, customer satisfaction and customer experience of the top 14 sectors in Nigeria 2017.

Aliyu Ilias further maintained that the research was conducted in bid to achieve standard and credibility, he stated that data was collected on the three service parameters across the sectors, adding that the research was carried out by Nigeria mystery shoppers provider.

“Haulage, aviation and insurance sectors has the lowest performance in the area of staff attitude and conduct and, ambiance and staff appearance,” Aliyu said.

“In the area of process / product knowledge, haulage recorded a small step ahead of the Visa Processing and Media sectors. Across the three critical success factors considered, the performance of the Haulage sector was poor.

“All indications across the measurement parameters prove that much needs to be done towards achieving excellent service delivery especially in the Haulage, Media, and Aviation industries.

“Feedbacks from opinion polls and voice of the customer, especially, have proved that customers are dissatisfied with virtually every stage of customer service delivery in the Haulage and aviation sector,” he added

The ranking (77.97 per cent) which emanated from the 2017 Nigeria Customer Service rating, saw the oil and gas sector with 77.15 per cent and telecommunication with 70.13 per cent occupying the second and third position respectively.
Download the full report https:///VXRg9Z

Customer experience management expert, Dr Aliyu Ilias has said Gurara falls is surely a dream of every community in the World but nature chose to place it at Gurara local government in Niger state,he described the water falls as a uncommon nature which can be seen, felt, heard and touch , Gurara Falls has a unique experience nature, the fall was discovered by a hunter in 1745 and Niger state government started working on it in 1979, according to Mallam Abdullahi suleiman, the Area manager, Gurara Falls.

ilias said foreigners appreciated the nature value of the water falls more compare to Nigerians.

He said” the human factor remain his concern as nature has done us well, customer experience at Gurara fall is at the mercy of the management, hospitality is the quality or disposition guest or stranger receive in a place, the warmness and friendliness must be improved to attract more visitors and harness the appropriate benefit of the beautiful Gurara falls ”

Ilias further urged the Niger State Government as a matter of urgency provide a restaurant, toilet, mini garden for animals and improve on the security network around the water falls.

” Creating good customer experience for Gurara falls visitors will in turn help diversify and stabilize the local economy, provide government with extra tax revenue through accommodation, restaurant taxes, sales taxes, park entrance fees, employee income tax and it will also create local jobs and businesses. Combination of the nature and deliberare provision of good customer experience would make Gurara falls irresistible for tourist.

ALIYU ILIAS TASKS ORGANISATIONS TO CELEBRATE CUSTOMERS


In commemoration of the customer service week, I urged all stakeholders, governmental and non-governmental agencies operating in the country to appreciate their customers by providing them with warm confrontation, appreciations, and food delights during this week. The customer service week which begins today till Friday 6th October 2017, has the theme: "Building Trust". Despite the challenges faced with building trust, with enormous hard work it's much achievable. The Customer service representatives who are involve in customer service suffered a lot of customers abuse such as psychological abuses, physical abuse,emotional abuse and verbal use, thus needed to be appreciated too.
Customer also needs to be appreciated for doing business with companies, organization should try provide candies, cake and delights to customers across the country, as a mean of appreciating them. "As we all know that Building trust takes time and a lot of hard work, but it is doable".
Meanwhile, the customer service week was approved by the United State congress in 1992 and it was predicated to celebrate, appreciate, motivate, boost the morale of the customer service representative and reward them.
companies also need to learn more on how to create Good customer experience by attending 2017 Customer experience management conference schedule for October 5th 2017 at Reiz continental Hotel Abuja,the session would feature,the move from customer service to customer experience,customer journey management among other customer service knowledge.

If you notice the customer service week celebration,kindly share your experience

The Nigeria Customer Experience Management Conference is the biggest forum to share professional standards and trends in customer service delivery. The conference would gather over 100 industry leading brands to demonstrate the latest practices and case studies revolutionizing social and multi-channel customer service strategies. The conference would draw a great number of customer service professionals, practitioners, managers and business leaders together to learn from examples of international service excellence and best practice.
The conference provides an excellent opportunity to gain a broad overview regarding the customer care markets, from call centres and help desks to face to face contact possibilities with customers.
According to Aliyu ilias the fifth edition of the conference (NCX 2017 www.nigeriacustomerserviceawards.com) will entail a lot of activities; such activities include discussion, workshop/training and many more. The discussions would be presided over by skilled resources persons who would deliver content packed conversation, as well as lectures on hot topics bordering on customer service delivery. They would also give insight on their personal experiences, with regards to customer service delivery
TOPICS
• The move from Customer service to Customer experience
• The Customer journeys
• Touchpoint Management
• Big data and customer experience
• 21st Century Contact Centre

The Nigeria Customer Experience Management Conference is the biggest forum to share professional standards and trends in customer service delivery. The conference would gather over 100 industry leading brands to demonstrate the latest practices and case studies revolutionizing social and multi-channel customer service strategies. The conference would draw a great number of customer service professionals, practitioners, managers and business leaders together to learn from examples of international service excellence and best practice.
The conference provides an excellent opportunity to gain a broad overview regarding the customer care markets, from call centres and help desks to face to face contact possibilities with customers.
AThe fifth edition of the conference (CEC 2017) will entail a lot of activities; such activities include discussion, workshop/training and many more. The discussions would be presided over by skilled resources persons who would deliver content packed conversation, as well as lectures on hot topics bordering on customer service delivery. They would also give insight on their personal experiences, with regards to customer service delivery
TOPICS
• The move from Customer service to Customer experience
• The Customer journeys
• Touchpoint Management
• Big data and customer experience
• 21st Century Contact Centre

Job responsibilities.
writing and developing of news contents,interviews,editing and reporting of tasks as assigned by the MD.send your CV to info@savetheconsumers.org on or before 30th march,for enquries call: 09-2903442

The Nigerian Customer Service Awards #NCSA2016 is here again. Fill this ‎Customer ‎Experience Survey  to help us determine this year's  winners for remarkable customer service‎.  

Click on link beside your sector of interest to participate.

1.Vote Bank Sector  ‎/28PuL6h‎ ‎

2.Vote Oil and Gas Sector ‎/28ULYfM‎ ‎
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3. ‎Vote Government Sector ‎ ‎/28UNHA7‎
‎
4. Vote Radio Sector ‎/28SUaJq‎
‎
5. Vote Shopping Mall ‎/28XMGsj‎
‎
6. Vote Courier Sector ‎/28UqjS2 
‎
7. Vote Telecom Sector ‎/28QFQDn‎
‎
8. Vote Hospital Sector ‎/28XMNFx‎
‎
9. Vote Restaurant Sector ‎/28ZNImP 
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10. Vote Education Sector  http:///28ZGxxI ‎

11. Vote Media Sector http:///28YEQjw ‎
‎
12. Vote Pension Fund Administrator http:///28VkcMw ‎

13. Vote Print Media http:///28VcUcm

Customs Service Awards (CSA) Limited, organiser of the Nigerian Customer Service Awards (NCSA) and the trade mark owner of the Nigerian Mystery Shoppers provider will be discussing customer service trend, among other issues customer service in Nigeria with customer service heads. This event tagged ‘Breakfast Meeting with Customer Service Heads’ is expected to help customer service heads, directors, managers and frontline staff members of different organisations to understand the contemporary issues in the industry. 
According to the managing director of the company, Aliyu Ilias, “It will be an eye-opener for everyone that attends the meeting.”  
Other issues to be discussed include the forthcoming 2016 Customer Experience Management Conference scheduled for October 5 and 6 at the Civic Centre Lagos. Top speakers from America, South Africa and Nigeria are expected; the Nigeria Customer Service Awards (NCSA) Research Methodology.
Top officials from the banking, insurance, telecommunications, aviation industries,pension Administrators,insurance companies among others are expected to attend the breakfast meeting to increase their profit base and market share. 
The Breakfast meeting will hold on July 21, 2016 at the Westwood Hotel (former Protea), Ikoyi, Lagos

Mystery shopping,

The term “mystery shopping” was coined in the 40’s, and it use by Market research companies. Mystery shopping is also known as secret shopping, it is the method by which an organisation evaluates its employees to establish service quality monitoring, there are different method to monitor and evaluate service delivery, the most used are Mystery shopping and Net promoter scores (NPS).

Mystery shopping is a tool used externally by companies to measure quality of service, or compliance with regulation, or to gather specific information about products and services. It can be used in any industry, with the most common venues being, Bank, Retail stores, hotels, restaurants, fast food chains,Gas stations, car dealerships, Hospitals and in Government Agencies

SHOPPERS

There are no essential requirements to be a secret shopper, as shoppers don't have specific appearance or qualification. Those who have a flair and passion to enhance the customer service and the quality of the product can plunge into secret shopping. It would be interesting to learn that the secret shoppers are paid for their job. It is a profession just like any other profession.

Although the job entails shopping which is fun, mystery shopping is a serious business and should be carefully dealt with. There must be certain innate traits within a person that would be helpful in being a secret shopper. These traits are the ability to act or pretend, being trustworthy, reliable and professional. Apart from all these, secret shoppers should have a good writing skills and a clear perspective of actual reporting and their personal opinion so that the truth is not tampered

A shopper can be a students, workers, disabled, young, old, pregnant, elderly, scientists, installation engineers, bikers, foreigner, Doctor, hairdressers, plumbers, dentists, and every flavour of small business. We may even have our own dummy businesses with websites etc. to fit any kind of customer profile that a firm require



BENEFIT OF MYSTERY SHOPPING

Customer satisfaction and experience,( Ambience, queue management),Audit of company's employees, e,g (Attitude, Time management, Appearance, policy and procedure)Future employees and training,Detection of service Gap (contemporary Knowledge)Increase profit baseBenchmarking (competition).

Mystery shopping In Nigeria

Private companies

Mystery shopping service has been in Nigeria since late 90s but it more immediately there are more competition in the Economy, it is used by Banks, insurance ,pension, Telecommunications, Government, FMCG, etc, please note mystery shopping is meant for all organisation that deal with people,I have consult for Banks,schools,pension administrators,investment companies,insurance companies,E-commerce companies among others, and you need to listen to them for the impact of mystery shopping on their service delivery and profit base

Government.

Nigeria Government during the Obasanjo regime introduce service compact (servicom) to monitor service delivery in Government institutions but the challenge is that quality service monitoring cannot be achieved if the mystery shopper or service checker are not externally sourced, it will be compromised, though from my research Government institution like FRSC,FIRC,JAMB servicom are functioning well,

Nigeria economy need mystery shopping service to monitor the activities of government agencies, most filling station decide to hoard the fuel because of the scarcity, a mystery shoppers can easily detect them and inform the government, please note the identity of the shoppers must not be disclose by the shopper and the employer,

The leading mystery shopping institution or company in Nigeria is (Nigeria mystery shopper’s provider (NMSP) www.mysteryshoppers.org.ng and other market research companies in Nigeria. For more information 08052205072, contact Nigeria mystery shopper’s provider for the service or membership