Service Experience

Leave a comment

The Perfect Market Guide!



I have heard so many stories about how affordable food items are at the popular Mile 12 market in Lagos. So, I planned a shopping visit with a friend on a Saturday morning.

On arrival at the market, two alàbááru (Yoruba word for Porter) started to follow us. Later on, an argument ensued between them on who would carry our goods. After some minutes of shouting and arguing, they agreed to work together. The natural leader between them became our guide while the other was left to carry all the goods we bought and still, they both had to share the bill equally at the end of the day.

How did this happen?

Firstly, the natural leader was multi-lingual. He could speak Yoruba, Hausa, Igbo, one of Akwa-ibom indigenous language fluently. He could communicate with almost everyone that sells in the market.

Secondly, he was courteous. It was almost unbelievable! He was sincere with his greetings, his manner of approach to the older women was respectful, calling them “mama“,to the young women was  endearing while the men was cordial. From one stall to another, he had a touch point. Even with the street urchins, popularly called areaboys, he had a rapport. Everything we bought were taken to a loading point which they guarded for us at almost no cost.

Thirdly, his negotiation skills! We got better bargain on everything we purchased at the market.

And lastly, his closure. Despite the long hours we spent at the market, he never hopped from us to another customer. He started and finished the market rounds with us. Considering what we paid him and his sidekick, it was meager when compared to the service we were provided.

I must say, he left a lasting impression on us. One would have not expected such a wow experience from a local market.


Leave a comment

Farewell BHS! as final stores close their doors – So sad!

50-BHS-Get.jpgDepartment store BHS is expected to disappear from the high street today as its last stores close, ending 88 years of British retail history.

Administrators to the department store chain are set to shut 22 stores, the last of more than 150 branches nationwide.

Duff & Phelps and FRP Advisory have already overseen 141 closures over recent weeks, including BHS’s flagship Oxford Streetstore in London’s West End.

The department store’s collapse in April has affected 11,000 jobs, 22,000 pensions, sparked a lengthy parliamentary inquiry and left its high-profile former owners potentially facing a criminal investigation.

Retail billionaire Sir Philip Green has borne the brunt of the public fallout, having been branded the “unacceptable face of capitalism” by furious MPs.

Sir Philip owned BHS for 15 years before selling it to serial bankrupt Dominic Chappell for £1 in 2015.

Culled from


Leave a comment

Nigeria: Wema Bank’s website voted best in customer experience

Wema-bankThe website of Wema Bank Plc – – has been adjudged the “Best Nigerian Bank Website in Customer Experience” at the 2013 WebJurist 11.0 Awards held at the Eko Hotels and Suites, Lagos.

The Web-Jurist Awards, which is in its 11th edition, is organised by Phillips Consulting and has become the standard for ranking website effectiveness for the Banking, Insurance and Telecoms industries in Nigeria.

Speaking on Wema Bank’s performance in the 2013 Web-Jurist, Kemi Aina, Head of Brand & Marketing Communications at Wema Bank, attributed the award to a dedicated focus on ensuring “an immersive user experience and relevant content delivery across all service touch-points – whether physical or virtual”.

She further stated that in addition to the bank’s team of user-experience designers, the development of the bank’s service touch-points are backed by thorough research, extensive consultation and relying on end-user feedback in order to ensure customers have a delightful service experience with Wema Bank at all times.

The Web-Jurist ranking is the result of research conducted into website best practices and effectiveness. It is aimed at identifying the strengths and weaknesses of websites as a business platform in the digital world  and determines the extent to which a website is successful in achieving the essence of its e-business strategy.

Established in 1945, Wema Bank boasts a robust digitalfinancial services strategy across various alternative channelsand platforms enabling the provision of cutting-edge, value-adding transactional and non-transactional services in the mostsimple, effective manner to its discerning customers.



-@Nigerian Telegraph