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.
Broadcasting
Resolving The SIBAN Crisis
By Barr. Mela Claude Ake
In my opinion, the SIBAN kerfuffle is as political as it is legal. We cannot divorce the two — but the legal aspect is far weightier.
On the political side is a power-grab. A small group of individuals who think they should be the lords and masters of Nigeria’s crypto space are fighting for control. They want control of SIBAN and they want control of the SIBAN presidency. Essentially a shadow administration that runs the show from behind the scenes. For this to happen, the president has to be a puppet. What they fail to understand is that being a pioneer of a vision doesn’t necessarily mean that you must control it in perpetuity. Succession-planning is a vital part of corporate governance. Across the world, several major organizations abound, whether they be companies, political parties, associations and even nations where the founders of these visions are alive but do not call the shots anymore and quite frankly, that’s okay.
Coming to the issue of registering SIBAN with the Corporate Affairs Commission, the detractors are doing themselves a huge disservice. It’s both ridiculous and risky that an unincorporated body was carrying on and presenting itself as it did. I mean think about it; how do you hold high-level meetings and organise national industry conversations involving the SEC, NITDA etcetera as an unregistered body? Legally speaking, the implications are better imagined.
How does a group present itself as the foremost industry association for the blockchain sector in Nigeria and by extension Africa but is not registered with the Corporate Affairs Commission? Whose bank account were the dues being paid to? How do you woo foreign investors? How? Do you show them your WhatsApp group? Because that’s essentially what SIBAN was reduced to. A mere Whatsapp group. Can you imagine the Nigeria Bar Association not being registered with the CAC? The excuse about organizations with words such as “Blockchain” or “Crypto” not being accepted for registration by the CAC is weak because there are records of such organizations having been allowed to be registered by the CAC even as far back as 2018. The records are out there.
Now that the detractors are wailing, kicking and screaming can they prove by law that SIBAN has not been properly incorporated by this board of trustees? Can they prove that this incorporation exercise did not satisfy the extant corporate laws and regulations of the Federal Republic of Nigeria? If they have a good case, they should go to court and remember to sue the Corporate Affairs Commission as well. However if they know they cannot prove it, then they should be quiet because what they are doing is simply inviting more trouble than necessary with all this brouhaha. People in glass houses shouldn’t throw stones.
It should be on record that I was invited by the president to join this board and when he extended the invitation, I was shocked, to say the least, to find out that SIBAN was yet unincorporated. I was invited because he believes I will bring some value to the association and I will.
As a lawyer and a compliance and consumer rights advocate I am personally concerned about the several sharp practices that have been happening in the blockchain sector, that have caused unwitting investors to lose millions and in turn making the entire sector appear less trustworthy. My mission as a member of the SIBAN Board of Trustees is to help us tighten the loose ends and remove the permissive environment that has hitherto allowed sleazy fellows and shady schemes to thrive unchecked. Personally, I believe that if any crypto practitioner wilfully puts investor funds or public funds at risk, the practitioner shouldn’t only be banned for life, they should be locked up.
SIBAN has what it takes to accelerate prosperity through blockchain and I think Obinna Iwuno and this BOT as currently constituted have the requisite skills, passion and grit to make that happen.
– Barr. Mela Claude Ake. Member, SIBAN Board Of Trustees
Broadcasting
Court Dismisses Echefu, TSTV CEO’s Bid to Stop Trial of Alleged N2Bn Fraud
A Federal High Court in Abuja has dismissed a suit by Dr Bright Echefu, managing director/chief executive officer, Telcom Satellite Television Service (TSTV), with which he had sought to stop the Inspector General of Police (IGP) from investigating the allegation of N2 billion fraud against him.
Kabiru Turaki (SAN), former minister of Special Duties, had, in a petition to the police, alleged among others , that his N2 billion investment in TSTV had been fraudulently diverted.
Upon being invited by the police for questioning, Echefu filed the suit marked: FHC/ABJ/CS/234/2024, praying that the IGP and his agents be restrained from conducting investigation into the case.
It was Echefu’s contention that the ex-Minister’s N2 billion investment was a civil transaction and the police have no power under any known laws to investigate such transactions.
He argued that the police cannot act as debt recovery agent for the normal complainant (Turaki).
In his judgment, Justice Inyang Ekwo held that the suit by Echefu was frivolous and lacking in merit.
Justice Ekwo held that it was wrong of the plaintiff to seek the court’s protection from being investigated over a petition against him on alleged stealing and misappropriation of N2bn investment in TSTV.
The judge was of the view that the allegations against Echefu related to stealing and misappropriating N2bn investment and not debt recovery drive as he erroneously claimed.
He held that the plaintiff failed to establish his claim that the N2b was in relation to civil transaction when the petition before the police alleged stealing and misappropriation of the fund invested in TSTV for its expansion.
Justice Ekwo faulted Echefu argument that the police have no power to investigate such petition against him.
He added that when a petition has the colour of stealing and misappropriating, the police are empowered under Section 4 of Police Act to inquire into such allegations.
The judge said: “The plaintiff (Echefu) has not denied being given the several sums of money by the 4th defendant (Kabiru Turaki) as investment in the companies mentioned in the averments in this case.
” The case made against the plaintiff (Echefu) is that of stealing and misappropriation. For the plaintiff to assert and actually sustain the assertion that this matter is contractual and that police cannot be involved, the onus is on the plaintiff to demonstrate with concrete evidence that there was no stealing and misappropriation.
“This is so because the mere claim that a relationship between the parties was and is contractual in nature is not a magic wand that will indiscriminately shield a person from being investigated on the allegations of criminal act arising from civil transaction”.
“To allow a plaintiff to coast home with the treasures of his loot on the grounds that such was contractual matter, will enhance a judicial victory for the undeserved.
“A citizen who is a victim of any act of crime, has right to make a report of same to the police and in the Nigerian system of administration of justice, when a crime is committed, it is the Nigerian police that moves in to investigate it.
“On the whole, the plaintiff has not given me any cogent ground to interfere in the exercise of the statutory power of the 1st and 2nd defendants (Police) on the petition by the 4th defendant (Turaki) that his investment has been stolen and misappropriated by the plaintiff.
“On this ground, I find that this action lacks merit and ought to be dismissed. I therefore make an order dismissing this case on those grounds,” he said.
Listed as defendants in the suit are the Nigeria Police Force, the IGP, the DIG Force Investigation Bureau, Turaki and the Attorney General of the Federation (AGF), who name the judge struck in the earlier part of the judgment as not being a necessary party.
Broadcasting
MultiChoice-Canal+ Approach Regulators with Merger Terms
MultiChoice and Canal+ have given details of the next steps in Canal’s mandatory takeover of the South African pay-TV company.
In a Combined Circular setting out the terms and conditions of the offer, it is confirmed Canal will acquire all the issued ordinary shares in MultiChoice it doesn’t already own, excluding treasury shares, from MultiChoice Shareholders for ZAR125.00 per share, payable in cash.
Canal+ and MultiChoice have now made a joint merger control filing to Competition Commission and are also engaging with the Independent Communications Authority of South Africa (ICASA) and other regulatory authorities.
Under the South Africa competition law, the transaction is classified as a ‘larger merger’, which requires approval by the Competition Tribunal.
MultiChoice officially accepted the offer from the Vivendi unit in June.
The combined company will have a presence in both the French and English-speaking markets. While Canal naturally has a hold over French-speaking African nations, MultiChoice has a stronger presence in English-speaking countries, including South Africa, Nigeria and Kenya.
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