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Customer Satisfaction as Key to Market Success

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Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the perspectives of a balanced scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
Lara Ayodele, manager, Customer Service Centre, Wadoye-CK Cargo Limited  x-rayed  how the company, a leader in freighting business is checking in with its clients in order to maintain its enviable  position in  the industry . Describing airfreight as a changing market, Ayodele said Wadoye-CK Cargo is a niche provider of airfreight transport services in the classic door-to-door to airport sector. She said that of recent there have been fundamental changes in demand, supply and product terms. On the demand side, Ayodele explained that the emergence of integrated logistics solutions have shifted the power and e decision-making in the sales channel. The result, according to her , has been a commoditisation of the door-to-door and door-to-airport business , especially for general cargo even as she said that only in part-segments such as dangerous goods, valuables and temperature-controlled products can a reasonable differentiation be retained.. She said it is in these niche segments, its core business that Wadoye-CK Cargo pursues its premium strategy.  Further, the customer service centre manager explained that on the supply side, the airfreight market is suffering from overcapacity and the intense competition this tends to produce.
Alongside ambitious emerging players, Ayodele said that low-cost carriers are also securing more and more market share in Europe, Africa and China and that this development is putting pressure further downward on prices. On top of this, Ayodele said the industry is seeing more mergers including amalgamations of major airlines and freight forwarders.
Discussing customer focus and securing market position in a changing market, Ayodele said changes to the world air cargo sector are posing new challenges for companies like Wadoye-CK Cargo. She said capacity must be secured and profitability ensured while quality must be maintained along with optimum customer service saying this is the only way to keep customers satisfied and so retain their businesses. In this changed cargo world, customer satisfaction has thus become a benchmark of the overall performance of a cargo services provider. Satisfied customers are the best customers of all as they are more loyal, more price sensitive and usually far less expensive to serve. But customer satisfaction doesn’t just happen. Ayodele said it can only be secured through ceaseless efforts to maintain service and performance at the highest levels and this in turn can only be achieved if the provider is comprehensively aware of its customers’ wishes and needs.
Ayodele said in customer orientation within Wadoye-CK Cargo that customer satisfaction survey the company engages in provides the company and its operations in different countries, the representative picture of customer satisfaction level. She said from time to time the company carries out survey in order to assess quality of service and satisfaction by conducting comprehensive polls without excessive effort or expenditure and merge the data collection process to the target segments and operating locations as extensive as possible. The results so far , she said have so  far been tremendous and encouraging as well as very instinctive


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NCC Arrests Man for Hacking into DSTV System

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Nigeria Copyright Commission (NCC), has arrested one Mr Aliu Olalekan, for allegedly hacking into DSTV system and watching the channels free without subscription.

NCC Arrests Man for Hacking into DSTV System

Mr Matthew Ojo, NCC Director in the Lagos Directorate Office said this while speaking with newsmen in Lagos, on Tuesday.

He said that the suspect used to watch DSTV channels free without subscription on his Android phone via an app which he downloaded on google play store.

“This suspect distributed the know-how to his telegram followers and on his blog with the aim of gaining more followers and viewership on his blog and makes more money through google ad-sense.

“The operation was based on surveillance which had earlier been carried out by the Multi-choice team and verified by a copyright inspector, ” he said.

He added that the arrest was made in collaboration with a team of copyright inspectors led by the Head of Enforcement Department, Mr Charles Amudipe.

Others included; a team from Multichoice Nigeria led by Mr Umar Ibrahim and policemen from Lagos Command Headquarters, Ikeja.

Ojo said that the joint team conducted an anti-piracy operation at the premises of the culprit in Amukoko, Lagos.

According to him, the suspect was contacted on phone by a member of the operation team on the disguise of patronising him. “The suspect came out to meet the caller and in the process of discussion, he was apprehended.

“The suspect took the team to his resident. The squad paraded his one-room apartment and recovered his laptop and phones used in perpetrating the ungodly act. “He was arrested and brought to the copyright commission office for further investigation, ” he said.

Ojo said that, on getting to the commission’s office, the statement of the suspect was taken and the inventory of items seized from him taken. He said that investigation on the matter was still ongoing and if found guilty the suspect will be charged to court.

 


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E-Financial

CBN Disburses N3.5tr COVID-19 Intervention Cash

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Central Bank of Nigeria (CBN) had disbursed N3.5 trillion to different sectors of the economy to cushion the effects of the Coronavirus pandemic.

CBN Disburses N3.5tr COVID-19 Intervention Cash

Mr. Godwin Emefiele, CBN governor

It will also contribute N1.8 trillion into the N2.30 trillion Federal Government’s one-year Economic Sustainability Plan (ESP) through its Participating Financial Institutions (PFIs).

Godwin Emefiele, CBN Governor stated this on Tuesday after the Monetary Policy Committee (MPC) meeting in Abuja.

Emefiele gave a breakdown of who got what out of the N3.5 trillion COVID-19 intervention as follows: Real Sector (N216.87 billion); COVID-19 Targeted Credit Facility (N73.69 billion); Agri-Business/Small and Medium Enterprise Investment Scheme (N54.66 billion); Pharmaceutical and Health Care Support (N44.47 billion); and Creative Industry Financing (N2.93 billion).

Under the Real Sector Funds, Emefiele said: “a total of 87 projects that include 53 manufacturing, 21 agriculture and 13 service projects were funded.

He added: “In the health care sector, 41 projects which include 16 pharmaceuticals and 25 hospital and health care services were funded.”

The CBN boss also said: “Under the Targeted Credit Facility, 120,074 applicants received financial support for investment capital.

“The AGSMEIS intervention has been extended to a total of 14,638 applicants, while 250 Small and Medium Enterprises (SMEs), predominantly the youth, have benefited from the Creative Industry Financing Initiative.”

Emefiele said in addition to  the  initiatives, the   apex bank “is set to contribute over N1.8 trillion of the total sum of N2.30 trillion needed for the one year  ESP, through its various financing interventions using the  PFIs.”


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Broadcasting

Yobe Gov Approves Employment of Staff @ State Owned Broadcasting Stations

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Mai Mala Buni, governor of Yobe State has approved the appointment of experienced casual staff working at Yobe Broadcasting Corporation (YBC) and Yobe State Television (YTV).

Yobe Gov Approves Employment of Staff @ State Owned Broadcasting Stations

This is as part of efforts to ensure enough manpower for the on-going digitization of the two stations.

Abdullahi Bego, commissioner for Information, Home Affairs, and Culture revealed this when the officials of the Radio, Television and Theatre Art Workers Union (RATAWU) paid him a courtesy visit at the office in Damaturu.

Bego said the governor had after approving millions of naira for the total overhauling of the two stations directed for formulation of all strategies that will ensure effective implementation of the digitization process.

The commissioner also said, “His Excellency Hon. Mai Mala Buni is passionate about the digitization process of the media organizations in the state especially when it comes to equipment, staff strength and capability.

“The next step is the training and retraining of the staff of the two media organisations for efficiency in the execution of their job,” Bego disclosed.

He said the casual staffs billed for employment were serving at the stations for more than eight years while others five to six years without permanent appointment letters.

“We feel it is good to employ them taking into cognizance their experience in the system and dedication to duty.”

Bego commended RATTAWU among other members of the organization for their effort in informing, enlightening, and entertaining the public at all times.

Comrade Nasiru Illiya, chairman of RATTAWU, while speaking, said they were at his office to register their gratitude to the giant stride of Governor Mai Mala Buni, especially on the digitization of the two media organisations in the state.

“Sir, we are equally very grateful to note that within your short stay as commissioner of Information, we have started witnessing a positive transformation in the sector through the award of contracts worth millions of naira for upgrading YBC and YTV from analogue to digital transmission

“As I am speaking to you now, YBC is online transmission live,” Illiya disclosed


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