All Posts in "Day: May 17, 2023"

Expert Urges Business Owners On Increased Customer Service Communication

Musbau Babatunde

Founder,Smart Brand Media,Mr.Yinka Padonu,has advocated the need for business owners to consider increased customer service communication in order to enable them survive.

Padonu,who spoke at the monthly Masterclass organised by the University of Lagos Mass Communication Alumni,said effective communication in delivering excellent customer service cannot be compromised as this can be achieved by training

He said that organisations need to provide satisfactory and excellent customer service delivery in order not to lose customers to competitors.

He also said effective communication in customer service which can be achieved by training customer support staff on communication skills to ensure they communicate effectively with customers as this can provide the highest satisfaction to customers, build trust and loyalty, and keep the customer-business relationship going.

According to him,businesses should leverage the power of communication to manage genuine interactions with both internal and external customers through various channels such as face-to-face, emails, phone calls, SMS, social media, etc., to retain customers.

Customer service communication skills,he said,are essential,adding that there is a need for businesses to make customer service communication a structured process.

The media consultant maintained that customers prefer to communicate through channels of their choice and expect clear and efficient communication.

He suggested speaking politely, efficiently, effectively, and clearly, being empathetic, persuasive speaking, use of positive language, and simplicity in conversation to ensure customer service communication and strengthen the customer-brand relationship.

He said:”By incorporating customer service communication as a structured business process, organisations can provide a conscious, consistent, and satisfactory experience for each customer, maintain fluid communication, offer quick and effective responses to their requests, and propose improvement actions.

“All organisations especially Small and Medium Enterprises (SMEs) should prioritise customer satisfaction and cultivate loyalty to ensure business sustainability”

To ensure business sustainability,Padonu recommended measures such as going above and beyond for customers, cultivating loyalty, leveraging social media, acknowledging special occasions, offering incentives, and implementing an open house policy.

He added: “Customer service communication training and continuous review are essential for businesses to thrive and remain competitive in the long run. Mass Communication professionals who are consultants can also offer training in Customer Service Communication to businesses”.

admin by — May 17, 2023 in Brands&Marketing 0
License Cancellation Notice: Kaduna Electric Urges Calm, Promises Uninterrupted Power Supply

Mohammed Shosanya

Kaduna Electric has urged its customers to remain calm in the face of the 60-day notice of Intention to cancel its electricity distribution license by the Nigerian Electricity Regulatory Commission.

The agency had said its action follows sequel failure of the power firm’s management and investors to address concerns about the financial sustainability and systemic risk that it poses to the electricity market.

But a statement by the company’s image maker,Abdul Azeez Abdullahi,quoted him as assuring Kaduna Electric’s customers of ongoing engagements between the Commission and shareholders including the Bureau of Public Enterprises and Lenders as to address the long-running and current issues at the company.

The statement also said that the company will continue to provide electricity in our Franchise Area – Kaduna, Kebbi, Sokoto and Zamfara states – with the utmost sense of duty and professionalism.

It added:Kaduna Electric acknowledges the 60-day Notice of Intention to Cancel its Electricity Distribution License by the Nigerian Electricity Regulatory Commission.

“The notice, in line with the regulatory power of the Commission, is coming on the heels of an initial engagement between the Commission and Shareholders/lenders to Kaduna Electric-in-Receivership in sustaining the mutual objectives of the Federal Government for an intervention in a number of Electricity Distribution Companies including Kaduna Electric for a turnaround of the DisCos and sale of core interests to new investors.

“While the Board and Management have continued to work on the intervention objectives, challenges remain, and stakeholders continue to engage on addressing them”

admin by — May 17, 2023 in Power 0
Investors Shun Science, TechnologyAgencies’ Inventions -Minister

 

Most inventions by agencies under the Ministry of Science,Technology and Innivation are lying in dusty shelves on account of lack of investors,its Minister Dr. Olorunnimbe Mamora,has said.

He spoke on Tuesday at the ministerial media briefing anchored by the Presidential Communications Team at the Presidential Villa, Abuja.

He said the Ministry of Science, Technology and Innovation has a challenge taking research outputs to the market, noting that it is only when such action is taken that it would be seen as doing something.

He also said,while the ministry would continue to engage the relevant stakeholders, it is also toying with a piece of legislation that would compel protection of the inventions before pushing them to the market.

Speaking on what was being done with all the several inventions by the ministry, Mamora said: “What do we do with all these inventions? It’s a question that we have also been pondering about. It will interest you that virtually all our agencies have come up with one invention or the other.

“But the challenge had always been taking these research outputs to the market. Because until and unless we are able to take them to the market, we would not be seen to have been able to do something.”

Mamora,who said that the ministry’s steps may be slow,added: “We need to do more in terms of having that handshake between the research institutions and the market through investors and those who are interested – people that move around with their capital and would want to invest.

“So, it’s a challenge that we know we are still facing which we will need to do more. We have so many outputs that are still gathering dust in shelves in various agencies. So, what we are doing is to continue to engage, to continue to have fora for these engagements where we can bring all stakeholders together.”

He emphasized the need for people to be aware of the inventions and desire them.

He said:”We are also looking at how we can compel, as it were, a little bit of legislation that once these things are available particularly if they are protected because we also need to protect the intellectual property, we can just push them to the markets.

“So, the challenge is about getting investors that will take these inventions out there and these things can then be useful to our people.
Again, we also have a duty in terms of our own nationalism.

“One of the challenges again is that we have developed taste that is not local. Rather, taste that is alien. We have this tendency to want to get something from abroad. Again, I think government will need to really come hard in terms of a total banning, as it were, of things that we have capacity to do locally. That is why nationalism comes in.”

Soludo Blames Rising Inflation On FG’s Recklessness

Professor Chukwuma Soludo,the Anambra State governor on Tuesday accused the federal government of plunging the nation into inflation with recklessness on account of huge borrowings and debt mismanagement.

Soludo,the former Governor of Central Bank of Nigeria,CBN,disclosed this while chairing a panel session at the ongoing 2023 Induction Programme for incoming and returning governors in Abuja.

He also said the Debt Management Office (DMO) ought to be federation agency rather than an agency of the federal government in order for it to be able to effectively police both states and federal government according to the rules of debt management.

He said,being an agency of the federal government the DMO is unable to police debt, more substantive issues of debt that actually cripples everybody else in the country.

He added that the DMO ought to be a federation agency like the NSIA instead of being an arm of the federal government.

“It is the federal government’s recklessness, you know you set out all these bench marks, Debt service to revenue 40%, this and that, they only enforce them in respect to the state. And then, the federal government breaks them with reckless abandone. Even not just the regulating of the DMO, they break the law recklessly and nobody holds them to account.

“And they say let’s hold the states, and say you don’t exceed this, you don’t exceed this. And they go and take trillions and pour in and then inflation swallows all of us. It’s big issues for us to discuss in the future so I don’t envy you DG” he said.

Speaking,Ms. Patience Oniha, Debt Management Office (DMO),highlighted the guidelines governing both domestic and foreign borrowings by both the state and the federal governments.

According to her, provisions must be made for debt servicing and the state must operate within the limits of 40% debt service to revenue ration.

The DMO boss also noted that her agency do debt sustainability analysis in collaboration with other relevant agencies, where debt management performance assessment is critically, adding that all of these are tools of the World Bank.

She advised the incoming governors to always borrow for investments rather than consumption.

“It is extremely important that you prioritize expenditure. You should not borrow for consumption rather you borrow for investments” she said.

admin by — May 17, 2023 in News 0
BAT Unveils 2023 Battle Of Minds Competition,Challenges Youths On Better Prospects

Mohammed Shosanya

The British American Tobacco,BAT has unveiled this year’s Battle of Minds Competition,a global internship program designed for young innovators to solve real-world problems and transform the future of business.

The global battle of minds challenge,which commenced May 9th is expected to end on June 30th this year,according to a statement from the company.

Expressing its commitment to building a Better Tomorrow,the global company said it believes young people play a vital role in shaping the future.

“That’s why we are pleased to announce the launch of the 2023 Battle of Minds Challenge, a global internship program designed for young innovators to solve real-world problems and transform the future of business.Our global battle of minds challenge commenced from May 9th and ends on June 30th; we are looking for creative minds to join us”,it said.

The statement said,participants will work in teams representing different countries, competing in challenging rounds to secure a place in the global final,adding that the winning team members will receive a coveted internship opportunity with BAT, as well as other prizes.

It also said this year’s prize portfolio has been broadened, with local winners having employment opportunities with BAT, while the global winner will go home with £50,000 in investments as well as participation in an accelerator programme.

It added:”We are calling on final year students in tertiary institutions, young graduates (2-3 years post-graduation), serving youth corps members, young start-up founders (up to 4 years post-graduation), and young Nigerians in the diaspora who fit into these sets.The competition aims to solve four different challenges.

“The Tech Challenge –focused on how cutting-edge technologies like AI, augmented reality, and virtual reality can be used to create a more sustainable world. The Bio Challenge – aims to reduce the CO2 footprint of our everyday lives through sustainable farming and packaging alternatives.

” The Inclusion Challenge – seeks ideas that can drive an inclusive culture in the workplace through technology and innovation. The Energy Challenge – calls for innovations in the renewable space to make our planet greener”

Sergio Berlanga, the Human Resources Director of BAT West and Central Africa said: ” To accelerate our Better Tomorrow™ transformation we are committed to fostering a culture of innovation and investing in next generation leaders. The Battle of Minds enables us to do this and I encourage every young person at the start of their career and with BOLD ambitions of innovation, to join the Battle of Minds global competition.

“Be part of the future of innovative business solutions by joining the Battle of Minds today. Visit the competition website at competition.bat-battleofminds.com. Register, Prepare and submit your innovative ideas. The entries will close on June 30th, 2023.Don’t miss out on this life-changing opportunity to showcase your ideas and change the future of business”

admin by — May 17, 2023 in Brands&Marketing 0
IoD Nigeria Inducts BAT’s External Affairs Director

Mohammed Shosanya

British American Tobacco (Nigeria) Limited,has announced its Director of External Affairs, Odiri Erewa-Meggison, has been inducted as an associate at the Institute of Directors Nigeria (IoD Nigeria).

She was inducted alongside 99 others, at the flag-off of its 40th anniversary event that was held in Lagos recently,the company said in a statement

The induction is a testament to the Institute’s efforts to support directors in Nigeria and promote best corporate governance practices in the country.

“BAT Nigeria is committed to building a Better Tomorrow™ and contributing to the economic growth and development of the nations in which it operates,” said Odiri Erewa-Meggison in the statement.

She added:”I am grateful to the institute for considering me fit in character and competence, and I would leverage my capability to contribute to the institute achieving its objectives.As a global business operating in over 180 markets, BAT recognizes that diversity, equity, and inclusion (DEI) is a key organizational strength that enables it to attract and retain the best talent and provide the best products and services to its consumers”

The company proud to be recognized as a Global Top Employer in Nigeria and West Africa and awarded the Diversity and Inclusion initiatives award and overall winner of the 2022 HR Oscars award conferred by the Chartered institute of Personnel Management of Nigeria.

Erewa-Meggison, an expert in corporate governance practices, is also an experienced lawyer as well as a chartered secretary, with experience garnered over 20 years of working across diverse sectors of the economy including oil and gas, telecoms and tobacco manufacturing sectors.

“As the External Affairs Director for West and Central Africa, she is responsible for leading the external affairs and communications strategy in accordance with BAT Group’s positions within those markets.With a robust workforce, BAT Nigeria continues to drive ownership and accountability, build diverse talent pipelines, create enablers and invest in its people, to achieve its DEI goals”,the statement added .

admin by — May 17, 2023 in Next Level 0
Climate Change:The Challenges And Opportunities For Consumer Goods Companies in Nigeria

By Lovelyn Okafor

I was always attracted by the natural beauty that surrounded me as a little girl growing up in Lagos, Nigeria, the country’s major city at the time. Nigeria possessed a wealth of natural resources, ranging from lush green forests to crystal-clear rivers.

However, as I got older,I became more aware of the influence of climate change on my city. The once-green woods were being destroyed at an alarming pace, and the waterways were filling up with rubbish from human activity, particularly plastic pollution. It was then that I saw the crucial role that Fast-Moving Consumer Goods (FMCG) firms may play in the battle against climate change.

According to the World Bank Groundswell reports, by 2050, Sub-Saharan Africa could see as many as 86 million internal climate migrants (move within their countries’ borders) without urgent global and national climate action to mitigate it.

At the 2021 United Nations Climate Change Conference (COP 26) in Glasgow, President Buhari pledged that Nigeria will attain NetZero (zero carbon emissions) by 2050. The challenges facing FMCG companies in Nigeria in tackling climate change are significant. The lack of infrastructure and resources for sustainable production and distribution is a major setback.

Nigeria has a recycling rate of less than 10%, with most waste ending up in landfills or oceans. This lack of infrastructure also affects the availability of renewable energy sources, which makes it more difficult for companies to switch to clean energy.

Also,the lack of awareness among consumers about the environmental impact of their choices is another significant challenge. Despite these challenges, there are significant opportunities for FMCG companies in Nigeria to address climate change. One opportunity is the growing interest in sustainability among consumers.

As awareness about climate change grows, more consumers are looking for sustainable options. Companies that can provide these options have the potential to gain a competitive advantage and build customer loyalty, especially among the younger generations.

We see more millennials and Gen Zs taking responsibility for their purchases throughout the globe. Inputting the environment as a priority will attract and keep such customers who are persistent in looking into new brands that can provide green products.

Another opportunity is the potential for cost savings. Nigeria has a high cost of energy, which means that switching to renewable energy sources can provide long-term cost benefits. Switching from fossil fuels to renewable energy could save the world as much as $12tn (£10.2tn) by 2050, an Oxford University study says.

Additionally, investing in sustainable production and distribution can lead to reduced waste and lower operating costs. Presently, most parts of the world battle with various climate issues, particularly floods in Africa, earthquakes, typhoons, mudslides in Asia, bushfires, and hurricanes in the Americas.

This has heightened discussions and adoption of sustainability measures such as the Sustainable Development Goals, SDG among United Nations member states and sundry initiatives by business/corporate organizations.

Apart from working on the SDGs at the governmental level, Fast-Moving Consumer Goods firms are moving quickly to reduce the environmental impact of their operations by manufacturing eco-friendly goods and establishing sustainable supply chains that decrease waste.

Unilever Nigeria, for example, has set lofty sustainability goals, such as procuring 100% of its palm oil responsibly by 2023 and going carbon positive by 2030. They have also introduced environmentally friendly goods, such as Sunlight 2-in-1 washing powder, which uses less water and energy than standard washing powders.

Nestle Nigeria is another FMCG firm in Nigeria with a sustainability programme that focuses on waste reduction and energy efficiency. They have also introduced environmentally friendly items, like their Milo refill pack, which eliminates packaging waste.The measures these FMCG firms undertake in Nigeria serve as a model for others to emulate. It is now up to other FMCG firms to step up and take action to combat climate change.

Companies may start by establishing sustainability goals and investing in renewable energy. They may also introduce environmentally aware shoppers to sustainable items.FMCG firms may enhance infrastructure for sustainable manufacturing and distribution by collaborating with the government and other stakeholders.

They may, for example, collaborate with waste management firms to build a recycling infrastructure in Nigeria. They may also collaborate with renewable energy firms to expand the availability of renewable energy in Nigeria.

The role of FMCG companies in tackling climate change is critical in Nigeria. While there are challenges to overcome, such as the lack of infrastructure and consumer demand for sustainable products, there are also significant opportunities, such as cost savings and building customer loyalty.

FMCG companies in Nigeria can learn from examples set by other countries and companies and take steps to reduce their environmental impact and provide consumers with more sustainable choices. Working together can create a more sustainable future for Nigeria and the world.

Lovelyn Okafor is a lawyer and a public relations professional. She has over a decade of experience leading and advising businesses across multiple industries on strategy, corporate governance, and regulatory compliance.

She serves on several boards and works actively at the intersection of policy, media relations and business processes and is passionate about youth mentorship and development.

Lovelyn has served as a lecturer at the Nigerian Institute of Journalism (NIJ) and is currently the Country Head of Newmark Group, Nigeria.She is a member of the Nigerian Bar Association (NBA), Nigerian Institute of Public Relations (NIPR) and the Nigerian Institute of Management (NIM).

admin by — May 17, 2023 in Opinion 0