Three areas mediocrity must not be tolerated!!!

Mediocrity is sort of an unfortunate industry standard in some parts of the world, but, should it be so? In his post we share three areas where mediocrity should not be tolerated in your business if you're looking to go past product to brand name. Being up to standard should be your 'mediocre' and being above standard should be your daily target. Don't get sucked into the mediocrity surrounding you. Be the best and the best will come to you!

Identifying Your Customer Service Touchpoints

Customer service touchpoints are where your business meets your customers. Identifying these touchpoints and optimizing them will help you achieve guaranteed customer satisfaction. In this post, you can discover various touchpoints identified and how to get the best out of them. Customer service touchpoints are also very useful for government agencies and governments as a whole.

The Nigerian SME Forex Exchange Window?

SMEs can now access the forex window for importation of items and this sort of levels the playing field of business importation in Nigeria. In this post, we share a conversation with a financial expert on what it really means and how it can be accessed. Nevertheless, this does not mean things like toothpick, hair-nets and certain things that can be produced here should be imported but rather things needed to make and produce here! Let us use this window to build the nation more and not to destroy!

When should I make my first hire(s) and Who should I hire?

When should I make my first hire(s) and who to hire is a very good question and can prevent you from making a lot of mistakes when hiring if answered properly. So many businesses in Nigeria find themselves overstaffed and I believe the root cause of over-staffing your business is the same as hiring your first employee at the wrong time or the wrong reasons. Finding out when the right time is to make your first hire can be very crucial for you and this post can help you find that out.

Who’s your Nkem?

I find it fascinating that things such as hurricanes, storms, disasters of all sorts can be given names, even our customers from hell have a name —how much more our perfect customers. Perfect not in the sense that they are perfect in all their ways, as no such thing on earth is, but they are perfect for your business. I searched for a name for my perfect customer. A name that speaks about love and sacrifice for love, a name, when called reminds me of my intimate relationship with my customer, a name that means "MY OWN". Nkem —Nkemdirim, is that name. The name means " MY OWN WILL STAY WITH ME" or "MY OWN WILL REMAIN WITH ME" in the the Igbo tribe of Nigeria. Names add values to "things". Naming your customer Nkem will add value to your customer. It'll add value to your business / customer relationship! Try it and see!

Your Customer is Your Business; The Disastrous 9

In the first post of this series, Your Customer is Your Business, we had a good discussion on customer satisfaction and gave three qualities you need as a business owner to handle those ‘customers from hell, when, not if, you come in contact with them. We concluded that post by listing the disastrous 9 and in this post we’ll discuss the disastrous 9 and what to do to get rid of them in your businesses. We will divide the disastrous 9 into two groups: The first group will be called the intimate service group while the second group will be called the touchpoint service group. I call this first group the intimate service group because of the lack of intimacy between business and customer found in this group of disastrous 9 and the second, touchpoint service group because they all represent service touchpoints between the customer and the business. Customer satisfaction will not happen overnight I can assure you that, but taking the first step brings it a lot closer than you could ever imagine. Customer satisfaction can be achieved and we can help you achieve it!

Your Customer is your Business!

Customer satisfaction is a term so widely used, yet, a reality so elusive to most. Some try to make it a reality in their businesses; some have already mastered the art of it; while it seems like the rest of the pile don’t give a care in the world about it. Every business needs to be meek towards their customers. What happens when you come in contact with “customers from the pit of hell” as I call them? Good question! You’ll most certainly come in contact with customers like these and we've shared certain qualities you need to handle them.

Employee Training Issues

Companies who train and develop their employees pride themselves on that fact; that they are a learning organization. This is usually at the top of their recruitment adverts – to showcase the fact that they are a learning organization. This is good! This is very good! Having said that, we believe if companies can tailor their training and development workplace policies to their various organizational environment and challenges, they shouldn’t have to worry about giving poor and ineffective training. Don’t feed your staff with the wrong diet for growth. In this post are five simple and practical steps to getting employee training and development right.

GIGO & ICT in Business

I remember in my very first computer class in primary school, we were taught that one major attribute of a computer system is GIGO (i.e garbage-in-garbage-out). Basically, for those of us who have forgotten what GIGO means, it means a computer system, in simple terms, is just a box that gives you in return whatever you put in it. Hence, the term GIGO - if you put garbage in your system, your system gives you garbage. This same method applies to ICT in business. The effectiveness of your business processes will determine the added advantage ICT brings to your business. ICT is a supporting system to your business, not the main system. Except of course, ICT is your main business.