General News
Excellence Customer Care Key to Service Industry Growth -DHL

For many consumers, the satisfaction from purchasing a physical product often increases significantly from the moment they unpack and begin utilising the product (i.e. such as a new technological device).
However, when it comes to services that consumers utilise, the satisfaction delivered as a result of the service rarely increases to the same extent once the service experience has come to an end, according to Olayemi Olusona, head, Customer Service for DHL Express Nigeria.
Olusona, said that due to these lower satisfaction levels post a consumer’s experience, businesses within the service industry need to constantly look to truly exceed a customer’s expectations to peak satisfaction during the process of delivering a service, and this is often achieved through a seamless and positive customer experience.
The recently released Global Customer Service Survey by Interactive Intelligence Group Inc. highlights the importance of a positive customer experience.
It revealed that 64% of consumers would tell others when they had a positive customer service experience and that 45% of consumers tend to make purchase decisions based solely on customer service.
“The professionalism and attitude of a company’s employees, especially in the services industry, can have a massive influence on a customer’s experience and perception of service, and in turn, how a customer promotes the company to other potential customers. Customer service therefore plays a significant role in a business’s bottom line,” said Olusona.
She added that that the world of logistics is a key area where customer satisfaction levels need to be managed.
“When a customer is paying you to deliver something within a specific timeframe, the upside, at first glance, is limited. You can get it there on time, in one piece. But that’s what the customer expects. Even getting it there earlier might not be welcomed. For example, if the customer is not at home or their warehouse is not yet ready to take receipt of more stock. At the same time, the potential to disappoint is huge – delivering something late, not at all, or in worse condition than when it started the journey is almost guaranteed to create immense dissatisfaction.
“Add to this the numerous interactions a customer has with diverse interfaces in many service companies and another important dimension comes into play: human relationships. In most businesses – even in today’s digital, automated world – there are still numerous people who provide different aspects of service to the customer.
“From the account manager who makes the pitch, the booking agent who takes an order and the operational employee who delivers the service, right through to the billing department that issues the invoice and follows up on payment – every single person can impact customer service levels. It is for this reason that we at DHL see huge potential to help service companies deliver additional value beyond what a customer is paying for,” she said.
Olusona also listed three key areas which DHL believes are crucial to delivering service excellence to include;
“The voice of the customer: Ensuring that the voice of the customer resonates throughout the organisation is essential to great service.
“Initiatives, such as the Net Promoter Approach (NPA) management tool, which measures promoters and detractors among your customer base and proactively sources feedback from them, can have a huge impact in identifying areas for improvement and enabling the company to make the necessary changes to enhance their offering and continually offer better ways to deliver excellence to customers.
“An insanely customer-centric culture: An employee who simply smiles at a customer can have a huge impact on the customer’s perception of their experience.
“The only way to drive this perception in the service industry is through promoting a culture that is intensely customer centric, with the customer at the forefront of every activity. Service is not just the responsibility of the customer service department.
“However, the customer service function, given its expertise in this area, can play a key role in focusing the whole organisation on its customers.
“Transparent key performance indicators: While a service culture is largely an intangible thing, the “measurables” are still important.
“When these are set correctly, they help to focus teams on achieving a common objective, and managers to identify areas for continuous, incremental improvement.
“Performance indicators should also be built around service quality from the customer’s viewpoint, and they should be constantly visible to top management.
Olusona maintained that the service industry, despite its name, can be one of the most difficult in which to consistently deliver great customer service and to exceed customers’ expectations.
“However, through focusing relentlessly on the little details that drive quality, listening intently to what your customers are telling you, and making sure that every individual in your business understands the impact they can have on the customer experience, businesses can deliver value beyond the “transaction” level and ensure long-term success,” she added.
General News
Ant Graft Agencies Raise Alarm over Rising Crypto-Linked Financial Crimes

Ola Olukoyede, chairman, Economic and Financial Crimes Commission (EFCC), has raised concerns over the growing threat of cryptocurrency-related crimes in the country.

Olukoyede made this known at the inauguration of the United Nations Office on Drugs and Crime (UNODC) Country Programme for Nigeria 2026–2030, on Friday in Abuja.
The EFCC boss revealed that the world lost more than 160 billion dollars to illicit transactions involving digital currencies in 2025.
Olukoyede highlighted the risks posed by cryptocurrencies such as Bitcoin.
He noted that criminal networks were increasingly exploiting technological advancements, global financial systems, and governance gaps to facilitate illicit activities.
“Last year, the world lost over 160 billion dollars to illicit transactions in cryptocurrencies.
”Tackling these challenges requires coordinated national responses, strong institutions and sustained intelligence-driven strategies,” he said.
He said that the UNODC programme came at a time when Nigeria and the global community were grappling with evolving threats from transnational organised crime, financial crimes, illicit financial flows, and cyber-enabled offences.
Olukoyede said the programme represented a strategic foundation for collective efforts to strengthen the rule of law.
This, he said, included enhancing the criminal justice system and protecting institutions and communities from violence, crime, and financial corruption.
He noted that the programme’s focus on combating corruption and illicit financial flows was particularly significant to the EFCC, given the enormous economic and social costs of such crimes on Nigeria.
“The imperative of sustained action to turn the tide cannot be overstated,” he said.
The EFCC chairman expressed pride in the commission’s longstanding partnership with UNODC, stating that the collaboration had strengthened institutional capacity and improved Nigeria’s response to economic and financial crimes.
He said the partnership had supported reforms and operational frameworks that enhanced the agency’s effectiveness in tackling corruption and related offences.
Olukoyede expressed optimism that the programme would further improve national security and safeguard the future of Nigerians through strengthened collaboration and shared operational experiences.
He stressed the need to continuously refine frameworks and ensure that Nigeria’s institutions and citizens remain at the centre of all collaborative efforts.
The EFCC boss commended UNODC for initiating the programme and reaffirmed the commission’s commitment to supporting its implementation to achieve measurable outcomes for Nigeria and the wider region.
Dr Musa Aliyu, SAN, chairman, Independent Corrupt Practices and Other Related Offences Commission (ICPC), in his remarks, called for stronger collaboration among institutions to address Nigeria’s growing security and corruption challenges.
Aliyu said Nigerian society was currently grappling with multiple social ills, stressing that no single agency could effectively tackle the challenges alone.
According to him, the country faces complex and interconnected threats, including violent extremism, organised crime, illicit financial flows, smuggling, and other serious offences.
“There is a common point of truth, Nigerian society is entangled with many ills, and no agency can fight them alone,” he said.
The ICPC boss noted that these challenges also posed significant threats to the nation’s criminal justice system, warning that no society could remain secure under such conditions.
He, however, expressed optimism that through strategic partnerships and collective efforts, Nigeria could overcome the challenges.
Aliyu described the UNODC Country Programme as timely and appropriate, given the scale and urgency of the issues confronting the nation.
He emphasised the importance of international support, noting that Nigeria’s progress in tackling crime and corruption had been strengthened by its collaboration with global partners, particularly the United Nations.
The ICPC chairman said the partnership between the commission and UNODC had been beneficial to Nigerian society, contributing to efforts aimed at strengthening institutions and improving governance.
He congratulated UNODC on what he described as a significant milestone and a “grand stride” in supporting Nigeria’s fight against crime and corruption.
Aliyu reaffirmed ICPC’s commitment to continued collaboration, assuring stakeholders of the commission’s readiness to work with UNODC and other partners toward national development.
“I assure you of our continued support and willingness to work together for the growth and betterment of Nigeria,” he said.
General News
NCC to Curb SIM Fraud, Strengthen Digital Security with New Platform

Nigerian Communications Commission (NCC) has unveiled plans to introduce a Telecoms Identity Risk Management System (TIRMS) platform to tackle SIM-related fraud, strengthen digital security and boost confidence in Nigeria’s digital economy.

Aminu Maida, executive vice chairman of the commission, disclosed this on Thursday in Abuja at a stakeholders’ consultative forum on the proposed platform and planned regulatory changes.
Maida, represented by Rimini Makama, executive commissioner, Stakeholder Management, said the Mobile Station International Subscriber Directory Number (MSISDN), commonly known as SIM or mobile phone number, had become central to financial transactions, digital identity and access to services, but warned that its widespread use had also created vulnerabilities.
He noted that fraudulent activities linked to recycled, swapped, churned and barred SIMs had emerged as a major channel for identity theft and financial crimes, weakening trust in digital platforms.
He said, “The Mobile Station International Subscriber Directory Number commonly known as the SIM or mobile phone number has evolved into a critical identifier underpinning financial transactions, digital authentication, and access to essential services across all sectors of our economy.
“This evolution, however, has created new and challenging vulnerabilities. The fraudulent use of churned, recycled, swapped, and barred MISISDN’s has become a significant vector for financial fraud and identity theft, eroding public trust in our digital platforms and undermining the identity of systems we have worked hard to build.
“It is in direct response to these challenges that the Commission has initiated the Telecoms Identity Risk Management System Platform.”
According to him, the platform will enable service providers to verify mobile numbers flagged for suspicious or fraudulent activities before granting access, a move expected to reduce exposure to fraud and improve accountability.
He added that the system would enhance coordination among regulators, financial institutions and security agencies to build a more resilient digital ecosystem.
To support the rollout, the commission has proposed amendments to its Quality of Service Business Rules and the Registration of Communications Subscribers framework.
The proposed changes will require telecom operators to notify subscribers at least 14 days before recycling their lines and to upload details of churned numbers to the platform within seven days.
The amendments also introduce stricter provisions for blocking fraudulently registered or misused SIMs, aimed at improving transparency and protecting consumers.
Maida said the initiative reflects the commission’s commitment to collaboration and a whole-of-government approach to addressing digital risks, urging stakeholders to actively contribute to shaping the framework.
Also speaking, Olatokunbo Oyeleye, director of Cybersecurity and Internet Governance at the commission, emphasised the importance of trust in the digital economy.
“As rightly noted, digital trust is the operating licence of modern economy. Without it, nothing scales and with it everything accelerates. For our sector, this trust must be embedded across the entire value chain,” she said.
It was reported earlier that the NCC proposed that telecom operators must give subscribers a minimum of 14 days’ notice before deactivating their SIM cards over inactivity or post-paid churn.
The proposal was contained in a consultation paper titled Stakeholders Consultation Process for the Telecoms Identity Risks Management Platform, dated February 2026 and published on the Commission’s website.
Under the proposed amendments to the Quality-of-Service Business Rules, the NCC stated that “prior to churning of a post-paid line, the Operator shall send a notification to the affected subscriber through an alternative line or an email on the pending churning of his line.”
It added, “This notification shall be sent at least 14 days before the final date for the churn of the number.”
A similar provision was proposed for prepaid subscribers. The commission said, “prior to churning of a pre-paid line, the Operator shall send a notification to the affected subscriber through an alternative line or an email on the pending churning of his line,” stressing again that the notice “shall be sent at least 14 days before the final date for the churn of the number.”
General News
Kidnappers Now Use Banks to Collect Ransoms — Expert

Dr. Kabir Adamu, a security expert, has raised concern that kidnappers in Nigeria are now using banks to collect ransom payments.

Pix… CNBC
Adamu explained that in the past, kidnappers typically demanded cash payments for ransom.
However, there has been a noticeable shift to using mainstream banks for transactions.
Speaking on Arise News, Adamu, who is the CEO of Beacon Security and Intelligence Ltd, said this trend is worrying. In the past, kidnappers usually demanded cash, but now they are asking victims’ families to pay money through bank accounts.
He revealed that his team has tracked cases where ransom money was paid into bank accounts and successfully withdrawn.
Although he did not mention the banks involved, he said some progress is being made to address the issue.
Adamu explained that criminals previously used fintech platforms, but have now moved to traditional banks. This shift raises serious concerns about how well banks are monitoring transactions and following regulations.
He said Nigeria has improved its financial intelligence systems, especially after being removed from the Financial Action Task Force (FATF) gray list.
However, he noted that there are still weaknesses in how rules are enforced.
According to him, “A lot has been done in terms of policy, but there are still major gaps in operations and compliance.”
“We’ve monitored kidnapping for ransom cases where the ransom is being collected by formal banks,” Adamu said.
“My team and I were shocked when the ransom demand was made in a formal bank. It was paid and collected. I don’t want to mention the names of the two banks that were extremely guilty, but even for those two, progress is being made,” he said.
The security expert noted that although fintech platforms had previously been linked to ransom payments, criminals have now shifted their operations to traditional banking channels, raising significant concerns about compliance and oversight in the banking industry.
Adamu emphasized that this shift in tactics underscores the urgent need for stronger accountability measures and compliance standards within Nigeria’s financial institutions.
He also pointed out the challenges faced by regulatory bodies in fully addressing the issue, despite recent advancements in financial intelligence efforts.
“From the point of view of policy, a lot has been done, but from the point of view of operations, there is still a lot that remains to be done,” Adamu stated.
According to a report by SBM Intelligence, Nigeria’s kidnap-for-ransom crisis generated at least N2.57 billion for criminal groups between July 2024 and June 2025.
The report, titled “The Year Ahead at an Inflexion Point,” highlighted that despite kidnappers’ demands totaling N48 billion during the year, they only received N2.57 billion in actual payments.
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