Broadcasting
Three Reasons Why Customer Experience isn’t Just About Existing Customers
By Hyther Nizam, President MEA, Zoho Corporation
In today’s hyperconnected world, a bad shopping experience can drive a potential consumer to a competitor. While product and pricing used to be sufficient to separate a business from its competitors, this is no longer the case. Today’s consumers place a premium on speed, convenience, and professional and friendly service.
According to a 2018 PwC survey, consumers are willing to pay a premium for an amazing customer experience, and disgruntled customers are much more inclined to transfer their business elsewhere than to seek to remedy a terrible experience.
When people talk about customer experience, they frequently refer to existing customers. After all, it is substantially easier to market new products and services to existing clients than it is to acquire new ones. This is not to say that businesses should focus exclusively on existing customers. It is important for business growth to gain new clients, and customer experience (CX) plays a critical part in this process.
Optimise experiences for repeat customers
Remember that CX encompasses the totality of a customer’s journey (or journeys) with a brand or business. That means organisations have to understand what a customer experiences, right from the moment they feel the need to purchase and notice available options, to the subsequent research they do, zero in on your product/service, and make their final buy. Beyond this, organisations need equally to ensure that each part of the journey is optimised to draw in new customers and retain their loyalty post-purchase with a delightful after-sales experience that turns them into repeat customers.
A potential customer enters the experience economy the moment he/she feels a psychological need for a product/service and decides to act on it. For organisations, this is the first organic CX touch-point. In today’s digital world, this touch-point can take the form of online advertising, appealing SEO-optimised websites, video testimonials, live chat, and sign-up forms. It’s clear that a good CX begins with impact-driven content that helps prospects find their way to what you have to offer.
It’s additionally important to remember that, while we might once have thought of the customer journey as linear, it’s increasingly obvious that this is not the case. A potential customer may go on tangents, get distracted and take breaks, and change the channels they’re using for research or to sign up as a customer. Organisations have to be able to cater to this non-linear approach while providing a consistently good experience if they’re going to keep attracting new customers.
Consider the generational shift in CX plans
Organisations also need to be cognizant of the fact that there’s a generational shift when it comes to customer experience. A recent survey shows, for example, that 51% of the Gen Z respondents ranked social media presence as the second highest factor, after “providing superior product/service quality”, for brands to maintain relevance; on the other hand, only 13% of Baby Boomers listed social media presence; moreover, 78% of Gen Z buyers said they research or look at customer reviews most of the time before purchasing from a new brand. Gen Zs are also more likely to identify “not being able to find the information I need online” as one of the most egregious examples of bad customer experience. Younger customers are additionally more likely to use community forums, in-app messaging, and webchat.
It’s pivotal, therefore, for organisations to understand this generational shift and bake it into their CX strategies. This helps design a well-rounded approach that’s considerate of traditional practices but at the same time forward-looking, which ensures that organisations don’t get left behind. To achieve this balance, organisations should look to move towards a true omnichannel approach, which provides seamless, high-quality experiences within, between, and across channels.
Build exceptional digital experiences
Research from Gartner shows that today, nearly half of customers can’t tell the difference between most brands’ digital experiences (DX), and as a result, 58% of customers also believe that DX does not impact what they end up buying. However, according to Gartner, a course-changing DX can positively impact brand preference by 37% and behavioural advocacy by 54%.
Customers expect brands to meet them where they are and creating digital experiences enables businesses to engage with potential new customers in meaningful ways. Digital experiences can help companies stay ahead of their competition and thrive in an ever-changing environment by providing 24/7 customer service and support and tailored offerings and interactions.
DStv has launched a new campaign tagged “We Got You”, aimed at giving customers more entertainment value at the start of the year without additional cost.
DStv
The campaign, which runs from January 1 to February 28, 2026, allows subscribers who pay for their current package in full to enjoy an automatic upgrade to the next DStv package.
The initiative is designed to ease the pressure that often comes with January, a period marked by school resumption, tighter budgets and increased household demands.
Through the offer, DStv is rewarding customer loyalty by unlocking more channels, stories, sports, children’s content, local productions and international programmes at no extra charge.
Speaking on the campaign, Tope Oshunkeye, Executive Head of Marketing, West Africa, MultiChoice, said, “We want our customers to step into the year feeling valued.
“When you buy your package, we upgrade you because you deserve more. This is our way of bringing extra excitement, choice and convenience into your home.”
According to DStv, the offer is open to existing subscribers who remain active during the promotion period, customers who reconnect their decoders, and new subscribers who join between January 1 and February 28.
Under the offer, subscribers who pay for DStv Yanga will be upgraded to DStv Confam, Confam customers will receive DStv Compact, Compact subscribers will be upgraded to Compact Plus, while Compact Plus customers will enjoy access to DStv Premium.
The upgrade applies only to decoder viewing, and subscribers will revert to their original packages at the end of the promotion period.
Federal Inland Revenue Service (FIRS) has officially given way to the Nigeria Revenue Service (NRS), signalling a pivotal shift in the country’s revenue administration framework as the Nigeria Revenue Service Establishment Act 2025 takes full effect from January 1, 2026.
NRS
President Bola Ahmed Tinubu signed the landmark legislation in June 2025, alongside a comprehensive package of tax reforms designed to streamline compliance, expand the tax net and bolster federal revenue for critical infrastructure and social services.
At a colourful ceremony in Abuja on December 30, 2025, NRS Executive Chairman, Dr Zacch Adedeji, unveiled the agency’s new logo and corporate identity, describing it as a beacon of modernisation and efficiency.
Adedeji, who doubles as the pioneer helmsman, stated that the fresh branding embodies “a renewed commitment to a unified, service-driven revenue system” in line with global standards and Nigeria’s economic aspirations.
“The new identity underscores continuity in mandate, enhanced capacity and proactive taxpayer support, fostering trust and shared prosperity,” he added, according to a statement by his Special Adviser on Media, Mr Dare Adekanmbi.
The NRS emergence caps decades of advocacy for tax overhaul, repealing the FIRS (Establishment) Act 2007 and vesting the new body with broader powers for revenue assessment, collection and accountability.
Judicial hurdles were cleared when an FCT High Court dismissed suits seeking to stall implementation, paving the way for the four key Acts — Nigeria Revenue Service, Tax Administration, Nigeria Tax and Joint Revenue Board — to roll out seamlessly.
Despite pockets of controversy, including claims of bill alterations, the Budget Office affirmed the laws’ authenticity, prioritising fiscal stability and investor confidence.
For ordinary Nigerians and enterprises, the NRS promises simplified processes, digital innovations and reduced red tape to ease compliance burdens while curbing evasion.
Technical Assistant on Broadcast Media to the Chairman, Mrs Aderonke Atoyebi, reassured that core values of integrity, fairness and professionalism persist, with staff nationwide driving the transition.
Industry watchers anticipate a surge in non-oil revenue, crucial as Nigeria navigates global headwinds, with the NRS positioned to elevate the tax-to-GDP ratio through transparent engagement.
Gold remains one of the most powerful commodities in the global financial architecture. It is widely recognized that, for traders in Nigeria, specifically, currency pressures, inflation expectations, and shifts in global liquidity make up the macro environment more often than not; hence, understanding the correlation of gold with key Forex assets is more of an economic insight than a trading tactic.
The correlation between gold and currencies, equities, bonds, and even energy markets provides a broader framework for interpreting global risk sentiment. A growing number of Nigerian investors use this correlation to hedge against inflation, read capital-flow trends, and adjust trading strategies across major currency pairs.
Why Gold Matters in Today’s Macro Environment
This can be explained by looking at the larger picture and how global factors either positively or negatively impact the price of gold: spiraling inflation, geopolitical tension, tightening by central banks, and the flight-to-safety dynamic that heightens in moments of market stress. African traders, especially those active with international brokers such as JustMarkets, are very sensitive to how gold performs not only as a commodity but also as a macro indicator.
Indeed, the strongest correlations of gold are more often found with the US dollar, major bond markets, equity indices, and energy instruments in periods of high geopolitical risk. Each one of these offers a different angle for Nigerian traders to approach macroeconomic changes.
Gold and US Dollar: The Most Watched Correlation
The inverse correlation between XAU and the USD remains one of the bedrock relationships in global finance. It usually weighs on gold because a stronger dollar raises the opportunity cost of holding the metal. Conversely, the opposite has occurred when the market has priced in rate cuts, rising inflation, or policy uncertainty.
This relationship provides Forex traders in Nigeria with a macro perspective:
USD strength; pressure on gold; bullish signals for USD-pairs like USD/JPY or USD/CHF
USD weakness; appreciation of gold; potential strengthening of the non-USD majors
This dynamic is often emphasized by platforms such as JustMarkets in their markets analytics, allowing traders to match the technical setup with real policy shifts from the Federal Reserve.
Gold and Bond Yields: A Window into Global Risk Appetite
Gold is highly sensitive to real interest rates. When US real yields fell, it sent gold higher because investors saw it as a hedge against inflation and thus a haven. Yet higher yields tend to dampen demand for precious metals.
To traders, this correlation is a reason for short-run volatility around announcements like:
US CPI
FOMC decisions
Results of Treasury auctions
In countries like Nigeria, when domestic inflation is high and Naira pressure amplifies sensitivity to global risk, the movement of gold often proves an early indicator of how capital might rotate between safe havens and risk assets worldwide.
Gold and Equity Markets: The Fear Gauge
While geopolitical tensions or recession fears tend to deflate equity markets, they strengthen gold. This negative relationship is considered helpful for traders looking to deduce spikes in volatility and risk-off flows. Examples include:
Sharp US30 or NAS100 declines coupled with XAU/USD rallies
Broad-based sell-offs driven by political uncertainty or commodity shocks
This dynamic helps explain to the Nigerian analysts focused on policy and political economy how global risk events transmit to the local market through capital-flow sentiment.
Gold and Energy: Transmission via the Inflation Channels
Although gold and oil are not directly correlated, both respond to inflation expectations. Surging oil prices can fuel inflation forecasts that support the price of gold.
This channel is particularly important in the case of Nigeria, a major oil exporter. When crude markets temporarily tighten due to supply disruptions or OPEC policy decisions, gold becomes a complement to hedge against global inflation risk.
Trading with the Use of Gold Correlations
A structured approach allows traders to put gold’s relationships into practice:
Start with the macro driver.
Identify whether inflation, geopolitics, or monetary policy is the primary force shaping markets.Translate the macro event into correlation expectations.
Example: falling bond yields lead to a weaker USD, which in turn supports gold and could lead to upside in EUR/USD.Use correlation clusters instead of isolated signals.
Gold + USD + bonds provide a more reliable picture than gold alone.Apply risk management aligned with volatility cycles.
Gold’s volatility often spills over into major currency pairs.
Market platforms like JustMarkets emphasize these cross-asset links to help traders simplify complex macro interactions into actionable insights.
Why Nigerian Traders Pay Close Attention
The Nigerian economy is highly integrated into global commodity flows; inflation cycles, dollar liquidity, and geopolitical developments tend to reach the local market faster than the pace at which policy adjustments can be made.
Gold serves as a barometer of global risk, a hedge against currency depreciation, and a signal of moves in the key USD pairs that headline Nigeria’s trading activity.
In a region increasingly active in the Forex market, understanding the relationships involving gold is not just about trading but also a strategic tool for analyzing global economic behavior
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