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Op-ed: Intelligent Customer Engagement

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By: Murray Gardiner, MD of Bluecode Africa

The customer is always mobile. This is the adage that defines customer engagement today thanks to ubiquitous smartphone penetration and ownership, particularly on the African continent. In Nigeria, one of Africa’s most populated countries, Statista predicts that smartphone users are expected to exceed 140 million in under five years.

In South Africa, the volume of smartphone users is expected to grow another five million by 2023 with more than 90 million connections and 22 million smartphone users in the country today.

The challenge that lies ahead for merchants and mobile operators is to adapt strategies and approaches to ensure that they maintain and manage customer engagement within these markets, leveraging accessible and relevant solutions that deliver value.

The Merchant Mobile Apps: Much More Than Payments report released in early 2020, found that consumers are using their mobile devices to enhance their management of financial transactions and online shopping. The customer wants to work with applications that go beyond the basics. They want apps that have integrated features, that create experiences, that have loyalty systems embedded, and that support their long-term purchasing activity. The report highlights one particularly relevant point – that the mobile app has gone beyond the device and the functionality and become the hub of customer engagement with the merchant, network operator and retail sector.

Considering that customer usage of mobile devices to pay for goods and services has increased dramatically over the past year, intelligent apps designed to leverage customer engagement are key to fully realising the potential of the market. It has become imperative that merchants strengthen customer relationships by giving customers solutions that meet their needs in a dramatically changing landscape. The global pandemic has played no small part in changing how customers and companies manage their digital transactions and payments. According to Bain, the increased demand for digital payments has made the market far more competitive and has introduced fresh challenges for merchants to overcome.

Digital payment solutions have to be capable of adapting to changing customer needs and behaviours. The Bain report found that merchants will need to increase their acceptance for digital payments and adopt a more flexible omnichannel approach in order to take advantage of the rising tide of digital payments. While this report focuses on the global market, it is as relevant in Africa as more and more people turn to digital and cashless to avoid personal risk and queues. So, what is best practice? What should the merchant be looking for?

The answer lies in the digital payment ecosystem. An ecosystem that assures the customer of exceptional service and delivers on one of the most important premises of 2020 – trust. Security, transparency and transaction visibility are key to ensuring that customers trust in the merchant and the solution. Equally, it is important for any digital payment platform to put the merchant at the heart of engagement – to provide them with value-added extras that help them to manage their business more effectively, and to increase customer loyalty.

Digital payments are more than just the transaction. They are the loyalty points gathered and the loyalty engendered. They are the confidence in the security that ensure that customers trust, and they are the convenience that afford customers from all parts of society to engage in digital payments and better quality financial services. They are also the extremely useful solutions that can be used to engage with customers in new markets, minimise fraud, open up gateways to better quality services, and empower formal and informal businesses with services that streamline operations and financial accountability.

Merchants need a multi-faceted payment solution that can be used to link payments from any funding source, linked to customer loyalty tools and lifestyle; that can be used to increase payment touchpoints across multiple surfaces such as vending machines or self-service checkouts; and that allows for the development of digital value-added services that change how customers engage with the business. This level of app-based engagement and utility allows for far richer customer journeys and interactions that can be customised and managed to suit business and market. This is the future of the digital transaction, one that can evolve and adapt to the changing world while offering both customers and merchants the trust, visibility and capability that they have come to expect from the digital revolution.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Business

NIMC Uncovers Syndicate Issuing Fake NINs to Nigerians

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National Identity Management Commission (NIMC) has said that it has uncovered syndicate issuing fake National Identity Numbers (NINs) to unsuspecting Nigerians.

NIMC Uncovers Syndicate Issuing Fake NINs to Nigerians

Abisoye Coker-Odusote, director general, NIMC also said that several suspects involved in the fraudulent scheme have been arrested and are currently facing prosecution.

Members of the syndicate were apprehended following a complaint from a customer who reported paying N120,000 to modify her birth certificate, a service fraudulently offered by individuals posing as NIMC employees.

“This data does not come to our server and a lot of Nigerians have been scammed,” Coker-Odusote said, emphasizing the gravity of the issue.

The DG further revealed that, as of May 2024, the NIN database had successfully enrolled over 107.34 million Nigerians, a significant increase from 104 million in December 2023.

The NIN has become an essential tool for enhancing security, governance, and service delivery across various government platforms.

Coker-Odusote detailed how the syndicate operated, often masquerading as business vendors or cyber café operators.

They crafted links, developed software, and generated fake NINs, duping many into believing they were legitimate.

The operation was sophisticated. The fake data never reached the official NIMC servers, thereby eluding immediate detection.

The discovery of the fraud ring prompted further investigations, which identified additional suspects operating around NIMC’s annex office.

While the exact number of individuals under interrogation remains undisclosed, the NIMC assured that all perpetrators would face charges related to cybercrimes upon the conclusion of the investigation.

Coker-Odusote expressed her frustration with the ongoing extortion and data breaches.

“We will not allow them to parade as if they are part of us and they are not,” she stated, confirming the emotional and financial toll on victims.

In one notable case, a woman was exploited for over N120,000 under the guise of adjusting official documents, highlighting the severity of the scam operations.

 

 

 

 

 

 


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Rising above the Noise: Differentiating Your Brand for Success

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By Reuben Kalu

In the fiercely competitive landscape of business, standing out from the crowd is not just an option; it’s a necessity.

Rising above the Noise: Differentiating Your Brand for Success

Reuben Kalu

In a world where consumers are bombarded with choices, companies must find ways to differentiate themselves or risk being lost in the noise.

This principle is succinctly captured in the book “Killer Differentiators,” where the authors emphasize the importance of carving out a unique identity in order to thrive in the marketplace.

One of the central tenets of this philosophy is encapsulated in the phrase “Differentiate or Sell Cheap.” In this article, we delve into the significance of this principle and explore how businesses can leverage it to achieve sustainable growth.

At its core, “Differentiate or Sell Cheap” underscores the idea that businesses  must either offer something truly distinct to justify premium pricing or compete on price alone. In today’s hypercompetitive environment, merely offering a product or service is no longer sufficient. Consumers are seeking experiences, value, and emotional connections with brands. Therefore, companies must find ways to differentiate themselves in the minds of their target audience.

But why is differentiation so crucial? In a crowded marketplace, consumers are faced with an abundance of choices. Without a compelling reason to choose one brand over another, they are likely to default to the cheapest option. This commoditization erodes profit margins and makes it difficult for companies to sustainably grow their businesses.

However, by differentiating themselves, companies can create a unique value proposition that resonates with consumers, thereby reducing the emphasis on price as the primary decision-making factor.

So, what does it mean to differentiate? Differentiation can take many forms, ranging from product features and quality to customer service, brand personality, and overall customer experience. Essentially, it involves finding a distinctive aspect of your business that sets you apart from competitors and resonates with your target audience.

This could be a proprietary technology as seen with Arravo, a commitment to sustainability, a focus on craftsmanship, or even a quirky brand personality.

Take, for example, the case of Apple. Despite being in a market saturated with tech giants, Apple has managed to carve out a unique identity based on its design aesthetics, user-friendly interface, and ecosystem of products and services.

By differentiating itself as a premium brand focused on innovation and user experience,

Apple is able to command higher prices for its products compared to its competitors.

Of course, differentiation alone is not enough. Companies must also deliver on the promises implicit in their differentiation strategy.

This requires a relentless focus on quality, consistency, and customer satisfaction.

After all, a differentiated brand that fails to meet customer expectations will quickly lose credibility and relevance in the marketplace.

But what about the alternative option: selling cheap? While competing on price alone may seem like a viable strategy to attract budget-conscious consumers, it often leads to a race to the bottom, where profit margins are razor-thin, and sustainability is compromised.

Price wars can be detrimental to both individual businesses and the industry as a whole, fostering a culture of discounting and devaluing products and services.

Moreover, competing on price alone is inherently limiting. It positions a company as a commodity provider, where the only differentiator is price, making it difficult to build brand loyalty or command premium pricing. In contrast, differentiation allows companies to create meaningful connections with consumers, fostering loyalty and advocacy that transcends price considerations.

That being said, there are instances where selling cheap may be a strategic decision, particularly in highly price-sensitive markets or when entering new markets where brand recognition is low. However, even in these cases, companies should strive to differentiate themselves in other ways, whether through superior customer service, unique packaging, or value-added services.

Ultimately, the principle of “Differentiate or Sell Cheap” is about making a deliberate choice about how to position your brand in the marketplace.

It’s about recognizing that in order to thrive in today’s competitive landscape, businesses must offer something of value that resonates with consumers.

Whether that value comes from a unique product feature, exceptional customer service, or a compelling brand story, the key is to stand out in a meaningful way.

In conclusion, the principle of “Differentiate or Sell Cheap” is a powerful reminder of the importance of differentiation in today’s business world.

By finding ways to set themselves apart from competitors, companies can create sustainable growth opportunities and build lasting relationships with their customers.

Whether through innovation, quality, or customer experience, differentiation is the key to success in a crowded marketplace.

So, the next time you’re faced with the choice between standing out or competing on price alone, remember: Differentiate or Sell Cheap.


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Nigerians to Pay More to Obtain Multipurpose National ID Cards in 46 Hours

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National Identity Management Commission (NIMC) has said that Nigerians will pay through their banks to access general multipurpose card,

Nigerians to Pay More to Obtain National Identity Card in 46 Hours

Abisoye Odusote, director general/CEO, NIMC who stated this however said that NIN is free, but users will have to pay to obtain the card within 48 hours.

She said: “Just like how you pay to access your ATM cards in the banks, Nigerians will pay through the banks to access their cards within 48 hours after payment to get the digital multipurpose card.”

Applicants will get requests with their NIN via a self-service online portal or the banks, adding that they will have to pay through the banks.

The general multipurpose card will be launched in partnership with the NIMC and the Central Bank of Nigeria (CBN) and powered by the Nigeria Inter-bank Settlement System (NIBBS) and AfriGo.

Kayode Adegoke, head of Corporate Communications, NIMC, said the National ID card, which is embedded with verifiable national identity features, is backed by NIMC Act No 23 of 2007, mandating it to enroll and issue a general multipurpose card to Nigerians and legal residents.

According to Adegoke, the card will address the demand for physical identification, allowing holders to prove their identity, give them access to government and private social services, facilitate financial inclusion for Nigerians, empower citizens, and encourage increased participation in nation-building.

Credit: Legit

 


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