Senator Ede Dafinone (Delta Central) has expressed deep condolences to the family of Emmanuel Ijewere, the former president of the Institute of Accountants of Nigeria (ICAN), who passed away at 77.
The news of Ijewere’s demise has sent shockwaves through the accounting community and all those who had the privilege of knowing him.
Born on October 30, 1946, in Plateau State, Ijewere made significant contributions to the accounting profession in Nigeria.
Serving as the 32nd President of ICAN from 1996 to 1997, he demonstrated exemplary leadership skills and played a vital role in advancing the objectives of the institute. His unwavering dedication and commitment to the accounting profession will always be remembered.
Ijewere had the privilege of working as partner with late Senator David Omueya Dafinone, father of Senator Ede Dafinone.
Their professional bond was fortified by mutual respect and a shared vision for the development of Nigeria. Their collaboration in the field of accounting left an indelible mark on the profession, laying the foundation for future advancements.
Throughout his illustrious career, Ijewere made significant contributions to various organizations and industries. In 1979, he founded Ijewere & Co., a highly respected chartered accountancy firm in Nigeria.
His expertise and vast experience led him to hold prestigious positions, including chairman of Best Foods Group, Emson, Nigeria Agribusiness Group, Drum Resources Nigeria Limited, Apel Capital & Trust Limited, Countrywide Direct Mortgage Company, Kerildbert Holdings, Computer Warehouse Group (CWG), Gemini Pharmaceuticals, and many others.
Ijewere’s impact extended beyond the accounting field. He served as the chairman of the Institute of Directors (IOD), the Nigerian Red Cross, and was a member of the National Economic Forum (NEF).
His involvement in the Agricultural Transformation Implementation Council (ATIC) and his contribution as a resource person for the transition committee of former President Muhammadu Buhari regarding agriculture demonstrated his unwavering commitment to the development of Nigeria’s economy.
Dafinone in a statement while commiserating with the Ijewere family, acknowledged Emmanuel Ijewere’s invaluable contributions to the accounting profession and his outstanding service to Nigeria.
He said: “The collaboration between Ijewere and my late father exemplified their shared dedication to the advancement of Nigeria. Their vision for the progress of the country has left a lasting impact on the accounting profession and beyond.
“We, the Dafinone family extend our heartfelt condolences to the family of Emmanuel Ijewere during this difficult time. We hope that they find solace in the knowledge that Ijewere’s life was one of remarkable achievements and significant impact.
“Ijewere’s demise is not only a big loss to his family, the accounting profession, but it’s a great loss to the nation at large. His vast experience would have been a great asset in our quest of navigating our country from the current situation.
“Our thoughts and prayers are with the family he left behind, even as we pray God to grant the Ijewere’s the fortitude to bear this irreparable loss.”
The news of the demise of the Hon Ghali Umar Na’Abba early on Wednesday was devastating. He, his family members and close friends had hoped and prayed hard for healing. No matter how death comes, I have always thought, however expected, no matter the circumstances, it leaves behind pains.
He was born on September 27, 1958, in Tudun Wada quarters, Municipal Local Government Area, Kano State. He was born into a family steeped in politics, power and business.
Na’Abba started his education at the Jakara Primary School, Kano after which he proceeded to Rumfa College, Kano and graduated in 1974.
He studied for his Advanced Levels at the College of Arts and Science (CASS), Kano, from where he proceeded to the Ahmadu Bello University (ABU), Zaria to study political science.
Na’Abba was exposed to radical political views early as a child through his father who was an active member of the Northern Elements Progressives Union (NEPU).
He lived in the same area as Mallam Aminu Kano, the unflappable leader of the radical NEPU and who surrounded himself with books that the young Na’Abba used to take home to read. That was how he got exposed to radical political literature.
Na’Abba graduated from the Ahmadu Bello University in 1979 when Nigeria’s Second Republic was ushered in. His exposure to politics started in 1978 when political parties were being formed preparatory to military handover to civilian rule in 1979.
Na’Abba joined the Peoples Redemption Party (PRP) while still in his final year in the university.
The late Alhaji Bashir Tofa, his mother’s brother was a member of the National Party of Nigeria (NPN). His uncle’s pull was too strong and the young Ghalib left the PRP and joined the NPN, though more as a supporter.
His sojourn in partisan politics started in 1993, when he joined the National Republican Convention (NRC) to assist his uncle, Alhaji Bashir Tofa, who was the party’s presidential candidate during the Gen. Ibrahim Babangida transition programme, and worked mainly in his constituency – Kano Municipal Area.
The NRC defeated the Social Democratic Party (SDP) in his constituency during the presidential election but lost in the state which voted for SDP’s Moshood Abiola.
He made many friends and this helped him a lot when he decided to contest for the House of Representatives in 1999.
Some members of the People’s Democratic Party (PDP) had approached him to contest for the House of Representatives to represent Kano Municipal federal constituency.
He was later elected Speaker of the House a few months after the house was inaugurated and following the resignation of Buhari Salisu, who was removed for lying about his date of birth and for certificate forgery. Na’Abba was unanimously elected as Buhari’s successor, even though most members of the house did not even know him as the house was just settling down. “I did not campaign to be speaker; I did not tell anybody that I wanted to be speaker. It was my colleagues who decided that I should lead them and that was what happened. Eventually I was the only person to be nominated for the position,” he said in an interview with AmazingTimes before his death.
I was introduced to him early in 2000 by the Hon. Adams Chigwa Jagaba Adams. The meeting took place in the official residence of the Speaker, House of Representatives. After a few minutes’ interaction, he asked me to join him as his legislative aide. Reluctantly, I had to abandon my position in Jos, where Governor Joshua Dariye had appointed me a member of the Interim Management Committee of the Plateau State publishing company. I was living my dream of reviving the Standard newspapers with the clearly spelt out objective of returning the newspaper to its lost glory. Jonathan Ishaku the Chairman of the committee had committed to me the task of running both the editorial and circulation departments. My surrogate uncle, Dr Bala Takaya was visibly upset that I had to leave such an assignment in Jos for Abuja. I came under the tremendous pressure of Hon. Jagaba to move to Abuja to become a legislative aide. If I remember correctly, I think Hon Jagaba got to Jos where his family was residing and insisted on driving me to Abuja himself where I resumed immediately. As a matter of fact, Rt Hon Ghali Umar Na’Abba was surprised that I had not resumed earlier.
We had no offices and usually crowded into the tiny office of the Chief of Staff, Haruna Ginsau, now a retired ambassador. I became the secretary of the meetings of the principal staff of the speaker. It was there I came face to face with office politics and discovered how naïve and unschooled I was. One of the things I learnt working in the Office of the Speaker then was that you could fly as high as your imagination and proactiveness. In the office of the Speaker, the principal officers came from nearly all parts of the country. Sebastian Agbinda, his classmate from Zaria as Special Adviser Special Duties; Chief Odiri, for Edo Economic Affairs; Hon Ezuiche Ubani, Abia, Media; Dr Wachi Anwar, Kano, Political Affairs; Ambassador Victor Udoyen, Akwa Ibom, Foreign Affairs and myself, Taraba State, Legislative Affairs.
As his legislative liaison, I was expected to review committee reports, among other responsibilities. Of course, at its infancy the committee reports had no format or standard. In one case, after more than a week tour, a committee turned into a two-page report detailing the names of members who traveled places and the dates of the trip. Many more got back to give verbal briefings.
One sore point at that time was the role of the legislative aides. Apart from the presiding officers’ aides who were in the pay roll of the National Assembly, legislative aides of the other members had their salaries paid into the accounts of their bosses at whose pleasure they served. I recall that once, Haruna Ginsau, the Chief of Staff, was asked to rise with the Clerk of the House to provide the functions of the legislative aides. A list of don’ts, numbering up to 19 or so was brought back with only one yes for Legislative Aides. For the bureaucracy, legislative aides were an unnecessary package, who had no place in the scheme of things.
Ghali Umar Na’Abba and Senator Pius Ayim, after the inauguration of the National Assembly Service Commission, began the process of integrating legislative aides into the National Assembly. He was a leader who allowed talent flourish. He was very receptive to ideas and would let those who bring out ideas to test them out. Several chairmen of committees who preferred ideas were busy conducting legislative affairs that included local and foreign travels. Naturally, those who did not have such ideas felt that Ghali had favorites. At one point when the criticisms, including falsehood, were so loud, we decided to arrange an interaction between him and the general public. It was a live internet chat anchored by Malam Ayuba Adamu who was administering a lively Yahoo group. Hundreds of Nigerians around the world hooked up; the Nigerian Television Authority, I think, recorded and cured the interactions. Arguably it was the first time a Nigerian leader had such a live interaction with bandwidth that was provided by Sonny Odogwu’s Siotel.
Ghali was eager to learn and copy best practices. He sent the Committee on health to Uganda to understudy the regulatory environment that made Uganda a success in combating HIV/AIDS. As an outcome of the tour of Uganda, a bill on the Establishment of Nigerian Commission on HIV/AIDS, sponsored by him and some members, was proposed. The bill was however stepped down for the executive bill on the establishment of the NACA. He also sponsored a bill to establish a commission to champion ICT development and training. This was also modelled after the Indian example, which saw to the development of ICT as a major foreign exchange generating sector in India, a similar executive bill resulted in the creation of the NITDA. Towards the end of his tenure, he sponsored series of bills under the Infrastructural Development bill Initiative.
He was soft spoken but tough within. At least nine different attempts were made to remove him from office. All plots failed, including the plot in which members of the House were induced with five hundred thousand naira each to sign an impeachment notice. Some members refused and at least two of them collected the five hundred thousand naira and handed to Hon Adams Jagaba, Chairman of the House on Ethics and Privileges. The following morning, the money was brought into the chambers of the House during plenary as evidence of an attempt to remove the Speaker.
“I couldn’t have survived the impeachments without those patriotic members. I thank my deputy, Chibudom Nwuche and all the principal officers, who stood behind me”, Na’Abba had said in an interview with AmazingTimes. (www.amazingtimesng.com)
The national outrage at the mega discovery of bribe to remove the Speaker brought some calm to the legislative. Before then, there had been the face-off between the National Assembly and the Executive over the bill to create the Niger Delta Development Commission. The bill was vetoed by President Olusegun Obasanjo over the percentage of the oil revenue that would go to the commission. The National Assembly voted to override the Presidential Veto. That was the first and last time the National Assembly (or any state House of Assembly) has been able to override a veto by the executive at any level – presidential or state.
He effectively managed the political and regional diversity in the house by carrying all the various groups along. He ran an open-door policy and ensured that appointments of chairmen of committees were all inclusive. He knew every member by name and members who thought he did not know then were soon surprised when he called them by name
He was an advocate of the independence of the legislature and he championed this with passion. This struggle for the independence of the legislature always put him at odds with the executive which did not like the idea of an independent legislature.
Then came the 2003 elections. His efforts to get back to the House were thwarted, though he successfully clinched the PDP ticket. On election day, PDP officials were out to ensure that the APP candidate won the election and his eventful sojourn in the House of Representatives lasted only four years. Voters were induced with 0ne thousand Naira each to vote against him.
As a man of strong convictions who would not kowtow to anyone, or for whatever reason, he did not succeed in getting any other prominent political position. In 2011, against the prevailing sentiments in some Northern states, he supported. President Goodluck Ebele Jonathan openly. When the post-election violence broke out, he was targeted. His house in Kano was burnt down and I am not so sure that it has been rebuilt in full. In Abuja, he moved from one rented House to another until he died. A few weeks before his death we spoke and he was still himself, down but not out!
Adieu, the lion!
Hon Kwewum, Member, HoR (2015-2023), a journalist, who worked with the Rt Hon Ghali Umar Na’Abba as a Legislative Aide (2000-2003) lives in Abuja.
I was at Bende to witness the Grand Civic Reception in honour of our illustrious son Rt. Hon. Benjamin Okezie Kalu, Deputy Speaker of the Federal House of Representatives. The well attended event also climaxed into the unveiling of what could be described as one of the most thoughtful projects yet by a Legislator in the South East: Peace in the South East Project (PISE – P), the brainchild of wisdom, patriotism, progressiveness and intentional development.
While this piece is not about the core advantages of galvanising support to ensure that peace, which had long eluded the South East, returns, I want to serve notice to those fifth columnists, urchins, enemies of progress who are gathering to pull Ben Kalu, the South East rising star, down. They are gathering, fanning the embers of disunity, making a mountain out of a molehill, attempting to use propaganda to achieve what they couldn’t use the court to achieve.
There is no sane Igbo man who would honestly view Ben Kalu’s trajectory with disdain. It is therefore the height of irresponsibility for anybody at this time to tell us about disparities in names used by Ben Kalu as reason we should throw away our golden boy, poster boy of Bende, the Ijele of the South East, Ben Kalu. What is there in a name and how does that discredit the well thought out programme of reaching out to relevant stakeholders, galvanising support and initiating deliberate attempts aimed at ensuring that those in Mbano sleep with their eyes closed, those in Enugu stop living in fear, our kiths in Isuikwuato/Umunneochi return home without fear of any criminal attacks, those in Orlu go about their legitimate businesses without long days of sitting – at – home, returning the glory of Okigwe and Arondizuogu axis? I ask again, how does the names on the Certiticates being used by Ben Kalu affect the several benefits already accruing from the awareness that Igbos can come together to circumvent what is about being the deadliest security onslaught on AlaIgbo?
Talking about whether Ben Kalu is Okezie or Osisiogu, I had a similar circumstance. It is not uncommon to see honest and appreciative young persons taking up names of either their foster parents or guardians. Once, the little girl who lived with us had gone for enrollment in school. When she was asked her name, she mentioned Ebere Cosmos instead of Ebere Chibueze that was on her birth certificate. Her reason was very simple! The father she knows is Cosmos Ndukwe who took her in and had been catering for her. Of course her First School Leaving Certifiate (FSLC) bears EBERE CHIBUEZE while her Secondary School (Junior and Senior) Certificates bear EBERE COSMOS. I am also aware that upon enrollment into the University, she reverted to her original name of EBERE CHIBUEZE and upon marriage changed her name to that of her husband. How does this innocent trajectory paint the girl with the wicked brush of evil? How does this make her one not to be trusted or appreciated for whatever positive steps she is taking in life?
How does a legitimate change of name allowed in our laws, done with sufficient judicial illumination and twice upheld by courts of competent jurisdiction be an offense?
If Ben reverts to his original name at some point when history reveals it to him, how does that make him an evil man?
Those fifth columnists who are after Ben are those who paint every effort by a leader with the sentimental brush of politics. They are those who feel intimidated by the rising profile of a young man who bears that extraordinary mark of grace. While these enemies of progress see competition in Ben, we see progress, development and cooperative success in Ben Kalu. We do not even know the relationship between seeking for peace and bearing different names. It is even more disheartening when one realises that those recruiting us to hate Ben are those whose communities are worse hit by the South East insecurity Tsunami which Ben is working so hard to solve.
In one of their propaganda series, they tried so hard to pitch Ben Kalu against Senator Orji Uzor Kalu and other notable Igbo Leaders like Senator Hope Uzodinma. In another failed twist, they also made up an imaginary feud between Ben and Dr. Alex Otti on one hand and Senator Hope Uzodinma on another hand. One would ask: to what purpose? A day before the Bende Grand Civic Reception in honour of Rt. Hon. Ben Kalu, Deputy Speaker of the Federal House of Representatives, the Abia State Governor, Dr. Otti had rolled out the drums to honour the IJELE, a leader that has the interest of his people at heart. At the event in Bende, Senator Hope Uzodinma demonstrated his total support, ignoring those who benefit from crisis, those whose stock in trade is planting the seed of discord.
Ben Kalu is the new face of South East leadership. Apart from his positive youthfulness, he is deserving of the trust he is seeking. Ben is worthy of our support. We should not let those who are into political merchandising rock this our smooth sailing boat called Ben Kalu. Peace is inevitable. The only person who would be a cog in the wheel of the Ben Kalu PISE P project is the chartered politician who takes delight in pulling down excellent initiatives, it is the spentforce who is bereft of ideas and thinks others are too, it is the unapologetic enemy of progress who wants to recruit us to hate our emerging IJELE, who had been ordained by God to direct a new and progressive leadership in Igbo land.
Let peace reign. Let us support our own Rt Hon. Benjamin Okezie Kalu, the Deputy Speaker of the Federal House of Representatives and an illustrious son of Igbo Land.
•Dr. Ndukwe, was a 2023 Presidential Aspirant of the People’s Democratic Party (PDP)
One thing Ondo residents considered as a pitfall in the administration of former Governor of Ondo State, Oluwarotimi Akeredolu, was the supposed overbearing influence of his immediate family members. Two of Akeredolu’s family members that stood out were his wife, Betty and son, Babajide. The opposition had use it as a campaign message during the 20209 governorship99989 election when the administration of Akeredolu was that of a ‘father, mother and son.’
As First Lady of Ondo State, Akeredolu’s wife made more enemies than friends despite successes recorded with her pet projects such as Be More, the Forum of Wives of Ondo State Officials (FOWOSO) and the Summer Tennis camp for youths in the state. The former First Lady was an advocate of women empowerment and protection of the girl child.
At the last, BEMORE annual summer boot camp, Mrs. Akeredolu said over 3000 young girls in the state have been trained on solar powered installation, Information and Communication Technology and Entrepreneurship since commencement of the programme.
Describing the summer camp as a breeding ground for future leaders and unlocking the potentials of young Nigerian girls, the Ondo First Lady said priority should be given to educating the girl-child in any society that desired to see a change and a developed economy.
She said, “Over the years, we have built incredible talents in solar technology, ICT and nurtured a culture of entrepreneurial adventure. And as we build, we give them out as bricks for building a virile, fair and gender balanced society.
“Having built over three thousand vibrant young women who are making waves on different fronts around the world, it is only ideal to build for these geniuses a place they all can call a home; a befitting edifice where the generations of Bemore girls would freely meet, interact and make things happen.”
An undergraduate, Madu Christiana, became a certified Engineer after under training in the Bemore summer camp and she recently secured a N4m contract to install solar home systems.
Through FOWOSO, Mrs. Akeredolu created a synergy between the Ministry of Women Affairs and non-government organizations to focus on women issues in five core areas of empowerment, equality, advocacy, support and diversity. Many women have been trained in different craft through the programme.
Many critics saw her pet projects as money spinning venture because politicians, local councils and the Ondo State Oil Producing Areas Commission (OSOPADEC) were made to sponsor individuals to the programme. Mrs. Akeredolu shrugged off critics as she soldiered on. Replies to her comments on social media were venomous. Ondo residents saw her actions as injurious to her husband’s good work.
The appointment of Babajide Akeredolu as Director General of of the Performance and Project Implementation Monitoring Unit (PPIMU) caused a huge uproar but late Akeredolu stood his ground. Before appointing his son as DG, Akeredolu once said he could appoint him as Chief of Staff because the son worked hard for the successes at the polls.
Akeredolu never cared about criticism about activities of his wife and his son. He defended them and explained why the people should be lucky he had educated and intelligent family members to support him.
He said the state was lucky to have his wife as First Lady. He said his wife was an intellectual and activist that always put the people first.
The latest report by the National Bureau of Statistics (NBS) on its latest selected Food Prices Watch for November has confirmed hiking in the prices of beef, rice, beans, onion, tomato, and other selected food items rose sharply in November.
The report released in Abuja at the weekend, revealed that the average price of 1kg rice local sold loose stood at N867.18 indicating an increase of 73.16 percent in price on a year-on-year basis from N500.80 recorded in November 2022 and 5.83% rise in price on a month-on-month basis from N819.42 in October 2023.
Similarly, the average price of 1kg of Beef boneless increased by 29.61% on a year-on-year basis from N2,337.46 in November of last year (2022) to N3,029.50 in November 2023. On a month-on-month basis, the average price of this item increased by 2.76% from N2,948.03 in October 2023.
The report confirms complaints by many Nigerians in different parts of the country who have been lamenting the increasing cost of prices, especially foodstuffs that has consequently made life harder for many households.
It showed that the average price of 1kg of Beans brown (sold loose) rose by 44.99% on a year-on-year basis from N578.55 in November 2022 to N838.85 in November 2023. On a month-on-month basis, it increased by 6.18% from N790.01 in October 2023.
In the same vein, the average price of a 1kg onion bulb rose by 60.62% on a year-on-year basis from N425.71 in November 2022 to N683.78 in November 2023, while there was an increase of 15.35% on a month-on-month basis.
Average price of 1kg of tomato increased by 66.69 per cent on a year-on-year basis from N455.13 in November 2022 to N758.65 in November 2023, it stated.
On a month-on-month basis, 1kg of tomato increased by 12.24 per cent from the N675.91 recorded in October to N758.65 in November 2023.
On state profile analysis, the report showed that the highest average price of 1kg of boneless beef was recorded in Anambra at N3,850.47, while the lowest price was recorded in Yobe at N2,533.33.
The NBS stated that Lagos recorded the highest average price of 1kg of local rice at N1,122.42, while the lowest was recorded in Kebbi at N688.00.
It added that the highest average price of 1kg of brown beans was recorded in Imo at N1,109.75 while the lowest price was recorded in Jigawa at N575.
Average price of 1kg of onion bulb was recorded in Anambra at N872.23, while the lowest was recorded in Gombe at N506.41.
The report indicated that Delta recorded the highest average price of 1kg of tomato at N1,505.16, while Kano recorded the lowest price at N396.04
Analysis by zone showed that the average price of 1kg of boneless beef was highest in the Southeast at N3,643.65, followed by the Southwest at N3,290.11.
The lowest price was recorded in the Northeast at N2,632.22.
The Southwest and South-South recorded the highest average price of 1kg of local rice at N956.28 and N932.47, respectively, while the lowest price was in the Northeast at N776.12.
The report stated that the Southeast recorded the highest average price of 1kg of brown beans at N1,034.08, followed by the Southwest at N977.98, while the North-West recorded the lowest price at N663.96
It added that the Southeast and South-South recorded the highest average price of 1kg of onion bulb at N817.11 and N775.34, respectively, while the lowest was recorded in the Northeast at N529.95.
The NBS stated also that the South-South recorded the highest average price of 1kg of tomato at N1,307.66, followed by the Southwest at N1,047.18.
“The Northwest recorded the lowest price of 1kg of tomato at N434.80,” the NBS stated.
The Nigerian Conservation Foundation (NCF), has called the Lagos State Government to stop the looming disaster that may eventually consume Magodo and its environs.
Speaking to The Nation, Director General NCF, Dr Joseph Onoja lamented that some land developers have planned to wipe off the Magodo wetlands.
He stated that Wetlands are a dynamic aquatic ecosystem found all over the world and also an area of land that is saturated with water either permanently or seasonally.
Explaining the importance of wetlands, he further stated that Wetlands can be thought of as biological supermarkets that provide a great volume of food which attract many animal species.
These animals, according to him, use wetlands for part of or all their life cycle.
“It provides values that no other ecosystem can. These include natural water quality improvement, flood protection, shoreline, erosion control, opportunities for recreation, aesthetic appreciation and natural products for our use at no cost.”
Onoja said that Wetlands contribute immensely to tackling climate change challenges by enhancing the adaptation and resilience capacity of the ecosystems.
“It provides nature-based climate solutions and addresses socio-economic challenges such as water pollution, erosion, food security and human health, and disaster risk management by restoring water catchments.”
On the importance of wetlands, he stated that they not only capture and store rainwater; replenish groundwater aquifers; regulate water quantity and also supply by releasing water at the right time to the right place in the right amount.
It also improves water quality by removing and absorbing pollutants, he added.
Other advantages of wetlands in Nigeria are highly valuable as they contain a variety of reptiles, mammals, amphibians, and bird’s species.
Wetlands sustain life and keep us healthy. Healthy watersheds provide natural, safe drinking water and support food production. Wetlands give us much of the fish we eat and are used in cultivating rice for 3.5 billion people globally. Wetlands are important for biodiversity as 40% of the world’s species live in wetlands, with new fish species discovered in freshwater wetlands annually.
In considering the economic importance of wetlands, they play a vital role in addressing socio-economic challenges through multi-sectoral job creation for people in sectors such as forestry, fisheries, agriculture, and tourism. Unfortunately, these rich ecosystems are being threatened and lost at an alarming rate due to population pressure; poverty; deforestation; intensive cultivation; oil and gas exploration, industrial waste pollution; coastal and marine erosion; overgrazing as well as climate change.
“Urgent intervention such as awareness creation, habitat restoration, and livelihood improvement are part of the solutions to stop further degradation of wetlands and help in their restoration.”
He observed that Lagos State, the land of aquatic splendour, has wetlands in all its five divisions of the State.
He lamented that recently, there has been an allegation that some people are making efforts to clear off the Magodo wetlands.
“NCF considers this as insensitive and lacks understanding of the important role that wetlands play and we call on the agency of government responsible for protecting the wetlands to swing into action to stop the destruction.”
He appealed to the Ministry of Environment and Water Resources as an arm of the State Government with professional and experienced individuals in conservation and ecology to advise the government on the danger inherent in destroying or degrading wetlands in our environment.
He said that every 2nd of February the world Wetlands Day is commemorated to harp on the vital role of wetlands for people and our planet, with the need to preserve and conserve it around the globe.
He stated that protecting wetlands can protect our safety and welfare.
He added that the theme for 2023 was “Wetland Restoration” and was used to highlight the urgent need to prioritize wetland restoration and also an appeal to invest financial, human, and political capital to save the world’s wetlands from disappearing and to restore degraded portions.
According to him NCF has been playing a leading role in mobilising support, attracting attention, and influencing decisions in favour of wetlands protection and conservation in Nigeria.
He stressed that the foundation will continue to intensify drastic efforts in ensuring that wetlands are not being considered as waste land.
Leading telecommunications services company, Airtel Nigeria, is set to kick off the 2023 edition of its long running community feeding program, ‘5 Days of Love’. This year, Airtel Nigeria is taking its commitment to giving back to new heights by pledging to feed 6000 Nigerians across 6 states. This was revealed during a press conference held at the telecom giant’s headquarters recently.
The initiative, which is in its 9th edition. will focus on distributing packed meals in five days to 6,000 people across six Nigerian states – Lagos, Rivers, Kano, Imo, Kwara, and Abuja. In each state, 1,000 persons, including children, women, youth, and the elderly will be served meals in an atmosphere capturing the celebratory feelings of the season.
Speaking during the press conference, Director, Corporate Communications & CSR, Mr. Femi Adeniran, said, through the initiative, the telco aims to share happiness and celebrate with the people in the communities where it operates.
“The 5 Days of Love campaign is beyond an activity where we distribute meals. It is an avenue for us to celebrate the festive season with the people around us, in an electrifying atmosphere of fun, good entertainment and love. We believe that little things can make a difference, and this is why at Airtel, we have committed ourselves to the act of sharing and celebrating this end of the year as good neighbors,” Adeniran said.
Also speaking at the event, Director of Distribution, Ifeoma Okafor-Obi, Airtel Nigeria, described Airtel as a people-focused organization, adding that despite the difficult times being faced by families and organizations, Airtel will continue its long-standing tradition of ensuring that the vulnerable in the society also share in the experience the festive season.
“It is always our wish to extend 5 Days of Love to reach more Nigerians, hence our commitment to feed 6000 rather than the usual tradition of feeding 5000 underprivileged Nigerians. This is a testament to our deliberate effort to remain a company that cares,” Adeshina said.
According to Airtel, this year’s edition will kick off on Wednesday, 13th December 2023 in Lagos, followed by Rivers and Kano states on Thursday, 14th December, and Imo state on the 15th of December. The activity will continue in the coming week in Kwara and Abuja, on the 18th and 19th respectively.
The Airtel ‘5 Days of Love’ initiative, which began in 10 orphanages across Nigeria in 2015, has since expanded into several towns and cities across the country, with Airtel partnering with leading fast-food vendors to deliver food and drinks to the members of the public.
LG Electronics has been named the 2023 Most Electronics Supporting Partner in Gaming in Nigeria by Gameitnaija. This award is given in recognition of LG’s outstanding contribution to esports in Nigeria.
Receiving the award in Calabar, Cross River State, Marketing Manager of LG Electronics Nigeria, Mr. Paul Mba, said LG Electronics has been known for innovating the OLED TV technology, which has been proven to be the best TV for gaming, movies, sports, etc.
“With its GSYNC and Freesync compatibility, image tearing and blurs are things of the past when playing games on the OLED TV. Its 1 millisecond response time eliminates any form of lag, ensuring every immediate action taken on a gamepad is immediate and evident on the TV while gaming. Thanks to the self-lit pixels, LG’s OLED TVs have an infinite contrast ratio and could deliver deeper blacks with the pixels being turned off when dark scenes are to be shown.”
Meanwhile, LG Electronics also marked its highest-ever achievement with a total of 33 Innovation Awards for the technological and design excellence of its latest lifestyle solutions, CES® 2024 Innovation Awards across Home Appliance, Home Entertainment, and B2B categories, including two coveted Best of Innovation Awards for LG OLED TVs.
LG’s winning streak encompassed video displays and content (19) and OLED TVs (12). The OLED TV, launched in 2013, has consecutively secured CES Innovation Awards for 12 years. LG’s proprietary smart TV platform, webOS, was also recognized for its innovative edge. In addition, LG’s next-generation home appliances, like the LG StanbyMe Go and LG Signature Washer-Dryer received awards in various categories.
Bestowed every year by the Consumer Technology Association (CTA), the organization behind CES, the world’s largest annual consumer electronics tradeshow, the CES Innovation Award program recognizes innovative consumer products and services across a multitude of device and technology categories.
As the leader and original creator of OLED TVs, LG has refined its premium TV innovation year after year. Today, LG offers the widest lineup of OLED TVs from 42- to-97-inch screen sizes, as well as unique and innovative OLED TV form factors. LG OLED TVs are prized by consumers worldwide for their exceptional picture quality, which delivers vibrant, accurate colors, deep blacks and infinite contrast.
Among the new LG Home Entertainment innovations also honored are LG Soundbars, LG XBOOM Portable Speakers, and LG Smart TV webOS apps. LG Home Appliance products honored this year include LG SIGNATURE Washer & Dryers. LG Business Solutions products honored include LG UltraGear Gaming Monitors, LG SMART Monitor, LG gram Laptops and LG CLOi ServeBot.
The full list and details of LG’s CES 2024 Innovation Award recipients will be announced at CES 2024 on January 7.
Packaging of products in single-serve packs otherwise referred to as sachets was hitherto done sparingly in the past by players in the retail industry, especially the Fast Moving Consumer Goods (FMCG) companies. However, today this has since gained such wide notoriety that almost everything and anything goes in sachets! Ibrahim Apekhade Yusuf in this report examines the socioeconomic, health and environmental impacts of this trend.
There is virtually no item on the menu list or any consumable today that has not been made into miniature sizes whether processed or organic products including condiments for soup- pepper mix (pepper, tomatoes, tomato sauce and onions, seasoning/spices), snacks, cooking oil, cereals, margarine, sugar, cornflakes, dishwashing liquid, shaving sticks, bleach, tea bags, diapers, beverages, liquors, spirits, wines, dairies, drugs, grains of all types, pastry – bread, cake, biscuits, or other essential household items such as water, toothpaste, detergents, bar soaps, shampoos, body creams, etcetera.
Certainly, the way most of these items are being churned out in sachets by some of the known brands and other obscured names in the FMCG segments would leave anyone in awe and marvel because it easily gives the impression that these things are going out of fashion in a manner of speaking. Welcome to Nigeria’s sachet economy!
How it all started
From available information, the late Ibadan-born Sir Isaac Adeagbo Akinpade, in 1994, pioneered the manufacturing of water packaging in sachets popularly called “DIL PURE WATER.”
After Akinpade, there have been thousands others who have ventured into manufacturing sachet packs for sundry items.
Peter Adebola, a business development expert and stock market analyst echoed similar sentiments, noting that there have been many businessmen like Akinpades who walked that path.
Going down memory lane, Adebola, who sits atop as the Managing Director of Edgefield Capital Management Limited, an investment driven firm, recalled that Ajinomoto Foods Nigeria Limited, a Japanese owned company, was amongst the forerunners of sachets packaging products including the famous Ajinomoto seasoning also called monosodium glutamate.
“I remember that time, Ajinomoto seasoning was selling for 2kobo, whereas the already known Maggi star was selling for 10kobo or so. You will buy one roll of Ajinomoto for 10kobo, which is equivalent to one cube of Maggi star. The market for Ajinomoto seasoning rose rather astronomically thereby diminishing the sales figures of Maggi star,” he recounted.
“I also remember those days during the period of the Structural Adjustment Programme (SAP) when many smaller companies started producing beverages and chocolates in sachets. It got so bad that Cadbury wanted to close down because those other low-end producers had taken over their market, people were no longer buying Bournvita and other range of products from their stable. Cadbury Nigeria was now forced to repackage their products into sachets too in order to get a foothold in the market.”
Economics of sachet products manufacturing
For most manufacturers, the attraction for producing in sachets boils to one thing: desire to maximise gains. Added to that is the need to get market share and compete with the bigger brands especially those dealing in homogeneous products.
Victor Akanmu, who processes catfish and other farm produce in mini packs and sachets, says matter-of-factly that he has been able to make good just produce in sizable packs.
“I started processing catfish about four years ago and one of my selling points is that I’m able to produce them in small packs, which makes it a lot easier for me to move them around.”
Joshua Akpan is on the same page with Akanmu. He processes starch into sachets and supplies mostly the chain stores and supermarkets in about seven states of the federation.
“Whoever came up with this sachet packaging idea did small businesses deserve all the accolades because it has changed the way farm produce processing is being,” said an elated Akpan.
Shedding more light on what is in it for producers of sachet packaged products, Adebola said, this affords low income earners which are the larger proportions of the consumers to make purchases just like the big earners.
“Some essential household items have gone beyond the reach of the poor. If you want to buy a tin of Milo, it costs you about N2, 900. But they are also in small packs for somebody who cannot afford to buy the jumbo size. With just N100, he or she can satisfy the craving for Milo. This gives the opportunity for people in the lower end of the market to patronise them. Meanwhile, if they had to stick to the production of the jumbo sizes like tin and all those selling for as high as N3, 000 to N4, 000, the low income earners won’t be able to afford it.”
Pressed further, Adebola, who recalled that he once studied about mass production, emphasised that, “It is better for you to make one naira in one million places than to make N500 in just 10 places because even if you make N500 in 100 places, it’s just N50, 000. But if you make N1 in one million places, that’s N2million. So the economics of this sachet production will afford some many people to be able to buy your products and it’s going to increase sales. The only thing the producer now needs to do is smart production. It means that you are going to adopt economics of scale. Any company that wants to sell household items must adopt the sachet economy model.”
While making a comparison between sachet water and bottled water, Adebola said the former sell more than the latter for obvious reasons.
“So many people at the low-end market when they want to have their party or whatever they use sachets of water they don’t use bottled water, which is not even affordable now at N150 per unit sale.
“When you look at the packaging materials they are not as expensive as such. So in all facets of the economy including the brewing, beverages, sachetisation is something that should be looked at for any would-be businessman who wants to make a killing in manufacturing. Today even the high-end manufacturing concerns have since adopted the sachet economy model to drive their sales.”
Flip side of sachet economy
One sore point about sachet packaging is the environmental degradation associated with it, and for which concerns have been raised.
“The only flip side is that sachets products have environmental issues because most of the packaging that they use cannot be recycled. Most of those packages when you put them in the dunghill, they cannot decompose. It has an environmental impact. What they need to do is to do better research on how to package those stuffs in something that can easily be decomposed because most of these sachets are made of plastics and this doesn’t decompose. But if they use paper that can easily decompose, it’s going to be cheaper,” stressed Adebola.
Crisis of sachets economy
While attempting a prognosis of the crisis of the sachet economy, Dr. Timi Olubiyi, a business management expert and lecturer in the Department of Business Administration at Babcock University, Illisan, Ogun state, in a piece titled, ‘Sachet economy: How should Nigerian government intervene?’ drew the nexus between the sachet economy and the rising level of poverty in the land.
According to him, the sachet phenomenon is widespread in many parts of Africa but more significantly in Nigeria where population is high and there is huge demand for consumer goods.
“The sachet trend has continued to expand due to shrinking income levels, wide-spread hardship and rising poverty amongst the populace and this no doubt has led to the growing adoption of sachet packs in the country in recent times,” said Olubiyi, adding that “For companies, the tough operating environment, decrepit infrastructure, porous borders, waning bulk consumption have further heightened the need for the sachet model adoption.”
Besides, he said the current economic situation has also made products and services more expensive nationwide such that many manufacturing companies are witnessing reduced patronage as not everyone can afford the bulk purchase or regular packs, thus consumers continue to look for cheaper alternatives.
“Even though the sachet model saves wastage with portion control, it requires minimum packaging materials, less storage, low shipping, and transportation cost, and most importantly it is pocket friendly to the end-users. However, the painful truth and disclosure are that this trend is an indication of income inequality, unaffordability, the wide gap between the haves and have nots, high unemployment rate, dwindling economy, and high level of poverty in the country.”
Importantly, companies need to note that the population of the poor in the country continues to grow indicating that those unwilling to flow with the sachet trend will be at risk of running out of business, he stressed.
Charge to government
In the view of many, there is need for the government to step up efforts at poverty reduction in order to mitigate the chronic hardship in the country and socio-economic plans need to be in place to lift more people out of extreme poverty, just the environmental implications particularly waste disposal is another huge matter that needs emphasising so to curtail the problem of pollution in the country.
When will Nigerian service sectors catch the sachetisation bug?
Besides FMCG, many players in the service sector today can also adopt the sachet economy model, namely the financial sector- banking, insurance, and investment management companies and even the cable TV operators, real estate.
According to Olubiyi, these service providers can ‘sachetised’ to make services more accessible and affordable for the masses. “However, leveraging innovation and technology will be of great significance to achieve this,” he stressed.
Interestingly, in a place like India they have adopted financial products with sachetisation as a core concept across lending, banking, pension and insurance products.
Princewill Akuma, an insurance dealer with Octamile observed that sachet insurance policy, also known as small or bite-sized, is a non-comprehensive insurance plan.
“This type of insurance policy addresses consumer needs and allows for easier onboarding of new consumers. The concept of sachet insurance comes from “the sachetisation of products”, a business strategy organisations adopt to introduce their brand to the market or service customers during trying economic times.”
Citing a similar trend in the United States where the financial sector supports this claim, investment organisations like Robinhood changed investing by introducing sachetisied investment plans, Akuma said.
Robinhood’s co-CEO Vladimir Tenev confirmed to CNBC in a 2019 interview that over 200,000 Robinhood users were “already in line” for fractional stock feature trading before launch. The Robinhood makes us believe sachetisation can help consumers weigh risks or introduce them to a new experience at a minimal cost.
“If you are from Nigeria, an example that typically comes to mind is the sachetisation of milk in Nigeria by Promasidor’s Cowbell Milk. The brand did not only gain market share in Nigeria; more low-income families could afford milk they needed. It eventually led to many competing and industry-leading brands adopting the same strategy,” he stressed, adding that some other examples across several sectors in Africa validate that sachetised products or services can help insurance and non-insurance businesses reach a larger audience and create niche consumers that never would have existed.
Onslaught against producers of sachet packaged liquors
While manufacturers like Akannmu and Akpan, are thanking their stars for their good fortunes thus far, their counterparts involved in the production of alcoholic beverages in sachets are currently grieving no thanks to the red alert by the National Agency for Food and Drug Administration and Control (NAFDAC) which has threatened to wield the big stick and ban the production and consumption of drinks in sachets come January next year.
Prof. Mojisola Adeyeye, the NAFDAC boss had last September stated that the uncontrolled access and availability of high concentration alcohol in sachets and small volume PET or glass bottles contribute to substance and alcohol abuse in Nigeria.
Corroborating the stance by NAFDAC, Sola Oke, Managing Director Pernod Ricard NG, producers of Jameson branded spirits and wines, in a chat with our correspondent recently, said as a brand which serves all consumers, it is a part of their company policy not put their products on plastic sachets because the items are not recyclable.
“When you look at NAFDAC as well, the conversation in terms of regulations by 2024 is that all products that are in sachets would be banned. So, for us, we only come in a 20CL bottle and above. So, our product is about what is recyclable and going back to our sustainability agenda. For us, we serve everybody but it has to be what is compliant and what is in policy.”
Expectedly, one of the major stakeholders in the business, the Distillers and Blenders Association of Nigeria (DIBAN), a sub-sector of Manufacturers Association of Nigeria, has advised the federal government to reconsider the decision to save their businesses and several thousands of jobs that will be lost due to this proposed ban and pronouncement by the agency.
In a letter of appeal dated 5th October, 2023 and addressed to the Minister of State for Health and Social Welfare Dr. Tunji Alausa, the body availed the Minister with some background information with a view to providing insights into the industry.
Among other critical relevant roles they play to strengthen the economy, they pointed out that DIBAN has conglomerate membership of over 24 corporate organisations, majority of whom are indigenous companies with few multinationals currently operating in the industry and are manufacturing wines and spirits with over 70% local inputs. It was also emphasised that the industry has collective direct investment of over five hundred billion naira (N500,000,000,000) in the Nigerian economy with indirect investments by other companies in the industry is well over N800billion.
The body also informed the minister that it contributes in value addition, over N1.2 trillion to the Nigerian economy as well as providing direct and indirect jobs of over 250,000 and over five million respectively.
In furtherance of the federal government quest to stem the problem of drug abuse, DIBAN has also hinted pledged to work with the Ministerial Committee on the elimination of underage drinking and promotion of responsible drinking by adults as part of the group’s support to the initiatives at strengthening regulatory activities.
The letter also pointed to the fact that the association has been supporting NAFDAC in the campaigns against underage drinking targeted at children below the age of 18 years who stakeholders in the industry all agree and believe must not drink alcohol at all. To this end, they claimed that they promote responsible drinking by adults and elimination of fake, substandard and harmful spirit drinks in circulation.
The appeals by DIBAN notwithstanding it is not certain if this will cut any ice with the government as NAFDAC sledgehammer is expected to descend on all erring culprits in a few weeks’ time.
Not all rosy for sachets economy
The major concern over sachet packaging is the inability of the products to be easily recycled. This has been a global concern.
While x-raying the challenges posed by sachet packaging, GAIA is a global network of more than 800 grassroots groups, networks, NGOs, and individuals, which envisions a just, zero waste world built on respect for ecological limits and community rights, where people are free from the burden of toxic pollution, and resources are sustainably conserved, not burned or dumped, however lamented the irritations caused by sachetisation.
According to GAIA, single-use plastics are a growing concern in the Philippines, but it is the sachets—small, sealed packaging—that are particularly alarming. Comprising an estimated 52% of the residual plastic waste stream, sachets have been accumulating in the environment, where they defile the natural landscape, choke waterways, harm wildlife, and threaten livelihoods like tourism and fisheries. Filipinos use a staggering amount—around 164 million per day.
Still, encouraging results from a Social Weather Stations survey in 2019 indicate strong support among Filipinos for solutions to the mounting challenge of single-use plastics. For example, for every 10 Filipinos, 7 were willing to buy food condiments in recyclable or refillable containers, and 4 would do the same for personal care items and household cleaning products. Support for regulations on single-use plastics and willingness to use more sustainable packaging alternatives is strongest among the lower socioeconomic brackets.
Different stakeholder groups have stepped up to address the problem of single-use plastics. Certain local governments have gone beyond the usual plastic bag bans and plastic use levies by passing ordinances that prohibit specific single-use plastics like polystyrene and labo bags. However, the exclusion of sachets from local laws is striking, given the enormity of the problem.
Initiatives from the private sector and social enterprises include positive developments like Zero Waste stores and refilling stations, but these are still limited in number. Most efforts focus on collecting and recycling sachets. But whether single or multi-layered, sachets cannot be recycled easily. Often, they are merely “downcycled,” or converted into another product that is compromised in quality, functionality, and market value. Sachets are combined with other types of plastic to make roads and construction materials such as “eco bricks,” but these present new problems.
These products do not eliminate the harmful effects of plastics—the plastics will still eventually degrade and enter the natural environment as microplastics, rendering it more difficult to be recovered. Similarly, “co-processing,” as with other technologies that involve burning plastics, releases toxins into the atmosphere that are hazardous to human and environmental health.
The role of corporations in the burgeoning problem of sachet waste cannot be downplayed. Sachets are widely perceived as affordable, convenient, and indispensable, but only because their true costs are externalised, unaccounted for by corporations that have profited handsomely from the sachet economy, and disproportionately paid for by society.
Corporations have managed to shirk responsibility for sachet waste, leaving local governments struggling with practically unrecyclable waste. In addition, corporations use a range of greenwashing tactics that lend the impression that a company is environmentally responsible, when upon closer examination, the solutions they push for are predicated on further production of plastic, instead of halting their production. For these reasons, companies must be held accountable for their actions and compelled to reduce production of single-use plastics.
AI-Powered transformation, economic uncertainty, changing consumer behavior – there’s a lot to unpack as organisations plan for 2024. Our Global Consumer Trends Report sheds light on the top consumer trends that will shape the year ahead and provides expert advice on how to navigate them.
What’s the current state of consumer experience?
As we look back on 2023, the consumer landscape has changed dramatically around the world. A shift that requires businesses to reset for the year ahead and turn their attention to what really matters to consumers right now.
Consumer behaviour
The past 12 months have made many consumers more conscious than ever about who and where they buy from, and businesses are feeling the heat – turning their attention to retaining existing customers as acquiring customers gets harder. This puts businesses in a tricky spot as they balance the need to provide a far better customer experience to meet rising consumer demands, with doing so as efficiently as possible to successfully battle tough economic headwinds. With experience and operational efficiency both equally important, getting the balance right is key.
Brand loyalty
To succeed, businesses need to know their consumers deeper than ever, and make smart decisions that build deep, lasting connections that drive brand loyalty.
Consumer spending
And those that get it right will be rewarded. Because customer loyalty isn’t dead after all. In fact, despite many predictions to the contrary, we found consumer confidence and consumer spending to be improving. With likelihood to purchase up from 2023.
Consumers will spend if you get the experience right.
What are the 2024 consumer trends?
Based on responses from more than 28,000 consumers surveyed across 26 countries, our 4th annual Consumer Trends Report reaffirmed just how valuable personalized connections really are.
But here’s the catch – understanding how to make those connections is getting harder. Customer feedback preferences are evolving, consumer behaviour is changing, and expectations are at an all-time high.
So what can you do about it? We’ve outlined the top 4 trends and priority areas that every business, in every industry around the world needs to know, including the opportunities and risks ahead and expert advice on how to navigate the findings.
Get the full 2024 consumer trends report
What’s included?:
The four consumer trends shaping 2024
What it means for businesses, including the opportunities and the risks ahead
Expert advice on how to navigate the findings
Trend 1 – Human connection is the foundation of a winning AI strategy
As AI set off a flurry of excitement this year, every business became urgently aware of the need to understand what it means for them and how they would integrate it into their strategy. It’s undoubtedly one of the leading trends of the year.
We wanted to help break through the noise and provide businesses with a clear understanding of how consumers feel about AI, what they’re concerned about and where they think businesses can use it to improve the customer experience.
We found that consumers are on the fence about AI, with 48% of consumers comfortable interacting with an organization’s AI. What’s driving that uncertainty is clear. A fear that it will replace humans.
Consumers’ top 3 concerns about AI:
So when thinking through the AI strategy for your business, be deliberate in where and how you implement it. Don’t just roll out another chatbot, because while it might make operations more efficient, it’s not always what consumers want and there are other ways to maximize the impact of this technology. Instead, think about how it can empower your frontline teams to improve the entire customer experience, across your digital and human channels.
AI offers tremendous opportunities to organizations that implement it thoughtfully, but if customers detect a pure cost-saving attempt they will leave in droves. So AI interactions must build confidence — trust from customers comes with consistency, accuracy and convenience.
– Leonie Brown, Qualtrics
Get the full reveal, and so much more in our 2024 global consumer trends report, including insight from industry experts and world-renowned brands.
Trend 2 – Great service beats low prices in the battle for brand loyalty
Take note, you’ll need to go beyond low prices to increase consumer spending in 2024 because there’s more important things to consumers than saving money. That’s right, low prices are not the primary differentiator for consumers when making purchase decisions.
Our research found organisations with a great reputation for customer experience are best positioned to win share of wallet, even in a down economy. Product quality and customer service ranked 1st and 2nd, respectively, while low prices ranked 3rd.
If you want great customer experience, you need to start by focusing on the needs of frontline employees. Customer service interactions are where people have strong emotions, so they tend to be experiences they remember for a long time.
– Bruce Temkin, Qualtrics Head Of XM Institute
Hear how Delta is doubling down on customer experience
Trend 3 – Digital support is the weakest link in your customer journey
As customer journeys get more complex and consumer interest, shopping behaviors and expectations change, it can be really hard to understand what’s working for you and your customers, and what’s not.
Our report uncovered the hotspots across the customer journey from sourcing information, to purchase to receiving support. We compared how satisfaction varies by channel (digital and human) as you go through the journey and the results were astounding.
The investment in incredible digital experiences from digital native brands has raised the expectation for all brands.
– Max Venker, Qualtrics Product Marketing Manager
What became clear is that digital support is the weak link in the customer journey, but it also poses the biggest opportunity if you get that experience right. That’s because while digital support had 64% satisfaction (the lowest across every channel and journey type), it also has the highest upside, with consumers 2.7x more likely to return after a positive digital support experience.
Why does this matter? Because for the past few years, digital leaders have been doubling down on acquisition, focusing on getting customers through the door, but less concerned about what happens when they get there. And that support experience is suffering as a result.
Our research shows that digital leaders have an opportunity to increase their value to the organization, becoming an engine for retention and loyalty by focusing on the pre- and post-purchase digital journey.
Trend 4 – Consumers don’t give feedback like they used to… so companies must listen in new ways
How and where consumers provide feedback is changing, which risks putting the legacy listening systems that so many companies rely on in the dark.
That’s because the most prevalent shift in behavior is the continuation of a long-term trend of consumers providing less direct feedback. In fact, our research shows two-thirds of consumers will no longer tell you when they’ve had a bad experience.
Even when customers don’t give feedback, they are talking to you in other ways – by spending less, visiting less frequently, and stopping mentioning you. The question is, are you tuned into those cues?
– Leonie Brown, Qualtrics Principal XM Scientist, CX
This is alarming considering 1 in 2 consumers reduce or stop spending after a bad experience, putting a huge amount of revenue at risk simply because they’re not aware those bad experiences are happening. To truly understand the voice of the customer, companies will have to adapt and expand their listening capabilities to meet consumers where they are – review sites, social media platforms, chats and calls – to capture that all-important feedback.
What matters most to consumers in 2024?
Our research showed that by navigating these evolving trends, businesses can be optimistic that there is opportunity and success out there – even despite the continued economic uncertainty and rising costs. But the organisations that succeed will only do so by understanding what their consumers want, and creating incredible personal experiences that attract new markets and retain their existing customers.
When we asked consumers what they wanted from businesses in 2024, for the second year in a row, one theme became clear. Consumers want genuine, meaningful connections with the businesses they buy from. And they value this above all.
We see this in their attitudes towards artificial intelligence (AI), their channel preferences, and how much consumers value great customer service.
But this goes beyond 2023 and 2024 trends. The desire for human connection is an innate feeling, one that humans have always longed for. We all like to feel wanted, listened to, and appreciated, And we expect brands to understand this and rise to the occasion.
And while technology will continue to transform our lives, businesses mustn’t lose sight that its purpose is to empower and enable humans and help us meet our wants, needs and desires.
For CX professionals the task is clear. Providing personal, human experiences across your frontlines – in store, on the phone, and online – is mission critical to driving satisfaction and increasing customer loyalty.
How technology can help you get closer to your customers
As consumer trends evolve, businesses need to adapt with them. Fortunately, technology can do a lot of the heavy lifting. Here are the key benefits:
With more listening tools at your fingertips, you can go beyond surveys to meet your customers where they are to hear how they really feel. With today’s consumers giving less feedback directly, diversifying your listening tools is vital to staying in touch with your customers. Otherwise it’s just guesswork.
Automatically turn that feedback into insights so you can understand every customer on a deeper level – what they want, how they feel, what they like and don’t like. Empower your frontline teams with the tools, time, and insights to build stronger connections with your customers.
Keep track of the end-to-end journey, no matter how complex it gets, so you know what’s working, what’s not – and where to focus your efforts to keep customers happy, and your frontlines running as efficiently as possible.
If you’re unsure how to get started, our Future of CX ebook outlines where to begin so you can begin to realise the opportunity in front of you.
