‘Customer satisfaction crucial for business survival’

The founder of Customer Focused Company, Ope Wemi-Jones, has stated that exceptional customer service is crucial for businesses to thrive.

According to a statement, Wemi-Jones championed customer satisfaction at the 2024 CFC Hangout Summit in Lagos.

She noted that companies must prioritise customers to survive in today’s market.

“Customer service is no longer just about transactions; it is about building enduring relationships,” she said at the event, themed ‘Winning with Service’.

She explained that businesses offering excellent customer service retain 89 per cent of their clients, while companies with poor service retain just 33 per cent, according to a report by Zendesk.

Wemi-Jones highlighted the summit’s journey from virtual meetings during the COVID-19 pandemic to its first physical event in 2024.

“We started this during a global crisis, and now, in 2024, we are hosting in-person, a testament to the resilience that exceptional customer service can build in tough times,” she asserted.

The General Manager of the Lagos State Consumer Protection Agency, Afolabi Solebo, delivered the keynote address on behalf of the Lagos State Commissioner for Commerce, Cooperatives, Trade, and Investment, Folashade Ambrose-Medebem.

Solebo urged businesses to focus on customer needs as the path to thrive, especially in challenging times.

“When organisations understand and cater to customer needs, they not only survive but win in turbulent economies,” he said.

He warned against over-reliance on price cuts, stressing that long-term customer loyalty is built on service quality rather than short-term incentives.

“Only those focused on service quality will secure customer loyalty that lasts,” he added.

Industry experts at the summit urged businesses to invest in technology to improve customer care.

The Associate Director at KPMG, Christopher Ogirri, advised companies to adopt artificial intelligence to enhance service delivery.

“Companies that adopt AI will have a competitive edge in meeting customer expectations,” Ogirri said, urging African tech firms to create cost-effective solutions tailored to the continent’s needs.

The summit also featured discussions on emotional intelligence, customer communication, and the role of customer service in business growth.

A management consultant, Ini Abimbola, commended the summit’s organisers and urged regular discussions on customer care as a critical business activity.

The CEO of Retail Supermarkets Nigeria Limited, Folakemi Fadahunsi, reminded businesses that customer service is a company-wide responsibility.

She also advised businesses to address complaints quickly to prevent issues from escalating on social media.

“Customer care is delicate, and companies need to address grievances quickly and effectively before they escalate,” Fadahunsi said.