Popular comedian, Julius Agwu is reported to have taken legal action against mobile network operator, Etisalat, for blocking and swapping his line and failing to resolve the issue after several correspondence and meetings on the matter. A statement from Festus Keyamo, legal counsel to Julius, presented the following demand:
TAKE NOTICE that we have our client’s firm instruction to demand and hereby the sum of N100,000,000.00 (One Hundred Million Naira) as compensation for the loss of business opportunities and the inconvenience caused our client by reason of your unlawful and unjustified blocking and/or swapping of our client’s Etisalat GSM phone line.
TAKE FURTHER NOTICE that in the event that you fail, refuse or neglect to accede to our above stated demand within seven (7) days from the receipt of this letter, we shall be compelled to set in motion against you, all legal machineries necessary to obtain legal remedy for our client.
According to the news report, there hasn’t been an official response from Etisalat. Full details of the story are available on the daily Times website: Julius Agwu Sues Etisalat
culled from mobility . ng
I was on the website of a bank. I patiently slogged through all my details, not forgetting mother’s maiden name and name of first pet. With a sigh of completion I finally clicked submit. “We’re sorry, our system is down this morning. Please try later.” Er, couldn’t they have warned me before I started? I did log in later, went right through the whole rigmarole and finally received the bank statement I needed.
I could have left it there but I was feeling public-spirited. Mightn’t my experience help them make their website more user-friendly? So I telephoned. A succession of courteous robotic voices led me to an equally courteous human. And now here is my point. I was trying to benefit other bank customers in general. She thought I wanted satisfaction for myself in particular. It appeared to be outside her comprehension that somebody might take the time to make a public-spirited suggestion to help other people.
“May I call you Richard? How may I help you, Richard?”
“Well, I’ve been on your website trying to get a bank statement, and I’d filled in the whole form before I was told that the system was down anyway. Could I suggest … “
“My apologies for that, Richard, let me help you now. What exactly is it you require?”
“Er, no, I don’t think you understand. I’ve already got what I personally needed. I want to report the difficulty I had, so that you can make sure other people don’t suffer the same inconvenience in future.”
“Richard, please tell me what is the date of the bank statement you need, and I’ll have it sent to you.”
“No, I already have the bank statement I need. I’m trying to help other people in my situation … “
I might have been speaking Volapük. She simply didn’t understand a word of Voluntary-Public-Spirit.
CULLED FROM THEGUARDIAN . COM
We’re in the midst of a customer revolution powered by technology. In this new world, customer loyalty is the currency by which companies will live or die. More than ever before, customers are truly in charge.
But with decades of doing business the same old way, how do you transform your “old school” company into a customer company, which puts the customer first?
Here’s a checklist to get you started. Bookmark it, print it out, and hang it on your wall or share it with your colleagues. Use it as a reminder to take these steps everyday to make the transformation.
Adjust your thinking
Embrace the mantra, “the customer is in charge,” and bring stakeholders on board to pave the way to make sweeping changes to your organization, that put the customer’s desires, wants and needs front and center
Make sure your company’s products and services are connected to the social world. A customer platform in the cloud can do this for you, a platform in which sales, service, marketing and applications, even products are tied together to directly connect your customers through social and mobile applications to your people, your systems—and your business.
Listen to your customers
Your brand is created by a collection of conversations. Understand where people learn and engage in discussions about your brand. Look at social media, communities, and news sites to hear what they say, see what they want, and determine how to reflect that in your marketing campaigns. This will help you recognize who is interested in your space and identify influencers who can echo your message.
Create campaigns where your customers spend time
Social media sites like Facebook and Twitter give an opportunity to target your message to the right people and be very efficient with your campaign dollars. Segment your ad campaigns based on interest, needs, demographics, and geography to make it more personal and meaningful.
Create content on your website, social media, and in marketing materials that your audience wants to read. You need to join the conversation by publishing content that is relevant and engaging and you need to be able to promote that content from multiple channels across your business.
Be an App Master
Keep on top of your customers changing needs by quickly building and deploying apps that engage and impress customers with the right functionality and content in the right place at the right time. Quickly build creative solutions to offer customers.
Be responsive in real time, everywhere
It’s not good enough just to be a phone call away Today’s customers are eager to ask questions and to be the center of attention. And they participate in multiple channels. The sooner you can solve an issue, the happier your customer. When a customer can access you in real time via social, email, phone or video, they never have to wait to have their question answered.
Unlock the back office
Collaborating directly in the context of a business task is powerful stuff. There’s a wealth of critical information in your back office systems, whether it’s order status, inventory counts, billing, or vendor data. By marrying that information with your front office sales, service, and marketing activities, your team is better equipped to deliver on its promises.
Give sales reps the tools to get the job done
Customer companies use the cloud to put everything their sales teams need to win at their fingertips. They consolidate information from multiple systems to give reps a complete view of their customers and prospects. Reps easily track accounts, contacts, and opportunities for improved visibility and real-time analytics, and share information and collaborate on deals over their company Intranet.
Hand your customers a megaphone to sing your praises
Help customers help themselves. Existing customers are a great resource of information for potential customers as they’ve “been there, done that.” By cultivating advocates and giving them a voice on social media, you’re not only increasing the effectiveness of your service, you are giving prospects confidence in your company and community. You are creating brand evangelists.
culled from salesblogforce
image rights praticalseo
I was meeting with a prospective client the other day, and while I was waiting, I noticed the intake form that they had all customers fill out. It was your typical form asking for name, address, and other pertinent information.
But there was one thing on the form I was looking for that wasn’t there. In fact, it seemed sort of glaring by its omission. My feeling is that if you’re going to ask people to fill out a form, take the time to ask them the one question that can be really helpful as you move forward in you relationship with them, as well as help you with your future marketing plans. It’s also the question that can provide you with some very real information about your existing marketing efforts and whether you are getting a decent return on investment. It’s also a question that can help you to provide better customer service.
So what’s the question you should be asking all of your customers?
“How did you find out about us?”
If someone is coming to your store or business, don’t you want to know what brought them there? You should.
And if you’re already asking them questions, why not ask them this simple one.
If you’re not asking preliminary questions, maybe you can start, or you can make this question, or some variation of it, at the checkout. Make it a part of the process.
We’ve all been to cash registers where the attendant asks us if we want to contribute a dollar to some cause, if we want paper or plastic, what our zip code is, or perhaps if we found everything we were looking for.
Why not spend some time asking them how they discovered you.
Was it your yellow pages listing or the ad you put in the paper? Was it your presence on Facebook or the recommendation of a friend? Perhaps it was a simple Google search or they just drive by every day and decided to stop in.
You can even use your new customer form to prompt responses, offering several ways they might have heard of you.
Regardless, this is important information to have.
“How did you find out about us?”
This information can let you know what aspects of your marketing campaign are working better than others. It might show you new untapped areas for marketing and communication. It might let you know that you’re spending your money in the wrong areas. It might help you understand what your current customers think, and are saying, about you.
It’s a simple question.
“How did you find out about us?”
And you can modify it. Perhaps you prefer,
“Where did you hear about us?”
or some other variation.
From there, once you have an answer, you can follow up with more questions, asking specifics. Have they ever seen your commercials? Have you liked our Facebook page? Did you know we have a blog?
That first question provides a lot of important information, and the follow ups will not only give context to that answer, but also inform both you and the customer.
Are you asking your customers how they first heard about you? How important is that simple piece of information to you?
culled from socialmediatoday.com
image rights chexydecimal.com
Are you Nigerian? Have you had a bad service experience at any Nigerian government establishment? Be it trying to register a company with the corporate affairs commission, processing your national passport at the Nigerian immigration service or just trying to pay your PHCN bills?
Apparently there is SERVICOM, you most likely never heard of it but for what it’s worth here are a few things to know about SERVICOM.
WHAT IS SERVICOM?
SERVICOM is an acronym derived from the words SERVICE COMPACT. Compact is a formal agreement between two or more people. In this case SERVICOM is a Service Compact (Agreement) between the Federal Government including all its organs and the Nigerian people.
Servicom gives Nigerians the right to demand good service. Details of these rights are contained in Servicom charters which are now available in all government agencies where services are provided to the public. The charters tell the public what to expect and what to do if the service fails or falls short of their expectation.
WHAT THEY DO?
SERVICOM Office was established within the Presidency to manage and effect Government commitments to the people in the area of service delivery.
SERVICOM was empowered:
To coordinate the formulation and operation of SERVICOM charters
To monitor and report to the President on the progress made by Ministries and Agencies in performing their obligations underSERVICOM.
To carry out independent surveys of the services provided to citizens by the Ministries and Government Departments, their adequacy, their timeliness and customer satisfaction.
To conduct SERVICOM Compliance Evaluation of services provided by Government Departments.
But I am sure questions many Nigerians will ask is “ is SERVICOM active or even going to serve me well at all? ” We can’t assure you that but we should appreciate in the least that this charter exist and Nigerians should take advantage of it if only to help change the culture of service negligence.
Nigerian Customers like other people around the world want nothing short of excellent customer service anywhere money has to change hands. We love it when we leave your shop/ office/ service centre feeling like we got our money’s worth. We understand that putting up the right show is necessary to help us feel welcome patronizing your business but there are these plain annoying things you do that rub off on us in the wrong way in your efforts to make us come back again.
1. The fake smiles. We can tell from the starched look and the equally starched contrasting wide smile. You really do not have to smile if you don’t want to. We understand that you may be having a bad day as we normally do sometimes. This doesn’t happen every time and surprising as it is to you, we believe you are human too. Be polite however, and probably let us know how you are feeling at that time if it won’t be too much information.
2. The constant doting over the customer – We don’t always need someone following us around asking “Aunty, what do you want to buy”? Give us space to have a feel of your shop and what you have to offer. We appreciate your eagerness to help but not with that feel of following us around like we would shop-lift if you took your eyes off us for a minute.
3. The standard ‘customer care’ lines: This one line or couple of lines we can almost always recite with the customer care representative. “Your request has been logged and our Engineers are working on it” or “We apologise for inconveniences caused, we will get back to you in due time”. These lines tick us off so much that one starts another round of questions and outbursts wanting to know what the Engineers will be doing anyway and when exactly is ‘due time’ and when exactly the issue raised will be resolved. Cut those ‘training-school speak’, and relate with us in easy, plain ‘I- understand-what-you-are-going-through’, ‘I empathize with you’ language.
4. The patronising ones telling you how nice you look, how another scoop of ice-cream is ok, and who border line flirt and who just keep on talking and talking trying to convince you to buy this and that. We get that friendly and even funny remarks may be incentive enough for a customer to buy an extra muffin but please know how much rambling is needed before you begin to irritate your customer.
5. That those pretty good compliments you pass are not exclusive to us. “Aunty ya hair is fine…” to every Bola, Ngozi and Halima. Be creative… something like “this hair style looks very good on you and this other hairstyle will sure look very good on you too… etc. Be creative again; don’t pass the same compliment customer X and then to customer Y and X and A all at the same time.
6. Service officers that are extremely polite and everything else but helpful. Nice warm reception but you won’t help look for an item you obviously see we have problems locating in your store. No, we will rather not that long explanation of where in the store to get it when you can simply walk up to where it lies and hand it over to us or attempt to point us in the direction. And yes, running out of stock or not offering that service we request for is not a bad thing but not having information no matter how little on where else to get what we need can set us off. If you really do not know, attempt to help us find an answer.
7. Unless we make a mistake in calculating our bill and hand you more money than we should, you shouldn’t paint our slip-ups or wrong assertions/assumptions in bright red colours of ‘I told you so’. No, we are King, always right and we take that seriously. Correct us in kindness, flashing the best of your rehearsed smiles to mask your irritation (thank you very much) and make excuses on our behalf- we are always ultimately right.
8. Time to go and after you successfully get us smiling through your door, your enthusiastic door-keeper says, “Chairman, happy Sunday… anything for me”, “give me the change wey dey ya hand na…” This one sends us right through the door and sometimes never back again unless it is the only choice we got and instead of exiting with a smile, we flee!
10. Making it so obvious you are putting up your warm attitude to have us come back again. One word, be subtle.
Oh, we skipped the ninth point? Well, yes… please don’t get everything right and then in the most random way, skip one customer to attend to the other on a queue or give any sort of preferential treatment… first to arrive customers get attended to first and everyone gets treated equally. Yes, even though you offer VIP or VVIP – every customer is entitled to a walking through your door feeling like royalty.
image rights: demotix images