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Pay attention to customer experience, data analytics – experts to SMEs

The experts spoke at MTN Revv Programme

By Chisom ADA

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mtn revv
Caption: R - L, 1st Row: Chief Responsibility Officer, Ruff 'N' Tumble, Adenike Ogunlesi; Founder and Principal Consultant, Niche Customer Experience Consulting Firm, Debbie Akwara; General Manager, Customer Experience, MTN Nigeria, Kolawole Oyeyemi; 2nd Row: Chairman, FAMICRO Group, Professor Nndubuisi Ekekwe; Chief Customer Relations Officer, MTN Nigeria, Ugonwa Nwoye and Chief Transformation Officer, MTN Nigeria, Olubayo Adekanmbi at MTN’s Revv Programme masterclass on Customer Experience for SMEs on Wednesday, September 23, 2020.

At the latest edition of the Revv Programme masterclass themed: “Redefining customer experience through effective customer relationship management and data analytics” which held virtually on Wednesday, September 23, 2020, industry experts showed the SME owners in attendance how to improve customer experience and maximise data analytics to scale business growth.

Panelists included the Chief Transformation Officer, MTN Nigeria, Olubayo Adekanmbi, Chief Customer Relations Officer, MTN Nigeria, Ugonwa Nwoye, founder and Chief Responsibility Officer, Ruff N’ Tumble, Adenike Ogunlesi, Chairman, Fasmi CRO Group, Prof. Ndubuisi Ekekwe and Principal consultant, Niche Customer Experience Consulting Firm, Debbie Akwara.

Olubayo Adekanmbi, who is an astute business leader and recognised data scientist, shared insights on the customer mindset in a post-COVID economy.

According to him, “Even though we are in a new normal, we are still dealing with a person who has the capacity to adjust to every environment. As SMEs we have to observe the environment, learn from it and take actions accordingly”.

Ugonwa Nwoye brings over 25 years of management experience across industries including Oil and Gas. She advised the participating SMEs to pay attention to diverse customer channels as they arise. “You need to meet the customers where they are. To achieve this, a good customer database is essential. You need to know the kind of channels your customer wants to be reached.”

While sharing her experience as an entrepreneur of over three decades, Adenike Ogunlesi emphasized that customers want to feel good where they spend their money. “The most important thing is that regardless of the technological tools you deploy today, it is all about the experiential economy which is the way you make people feel.”

While thanking MTN for the Revv initiative she noted, “This sort of platform allows SMEs to learn much quicker than the opportunity we got thirty years ago, well done to MTN”.

The Revv Programme was launched in August by MTN Nigeria as an initiative to train over 10,000 SMEs by adopting a four-pronged approach that includes masterclass sessions, support with productivity tools, access to market and advisory initiatives.

The programme seeks to help SMEs relearn, readjust, and retool their businesses in a post-COVID economy.

Since inception, over 5,000 entrepreneurs have attended the Revv masterclasses with more than thirty business leaders and industry experts across different sectors facilitating the sessions.

mtn revv

Caption: R – L, 1st Row: Chief Responsibility Officer, Ruff ‘N’ Tumble, Adenike Ogunlesi; Founder and Principal Consultant, Niche Customer Experience Consulting Firm, Debbie Akwara; General Manager, Customer Experience, MTN Nigeria, Kolawole Oyeyemi; 2nd Row: Chairman, FAMICRO Group, Professor Nndubuisi Ekekwe; Chief Customer Relations Officer, MTN Nigeria, Ugonwa Nwoye and Chief Transformation Officer, MTN Nigeria, Olubayo Adekanmbi at MTN’s Revv Programme masterclass on Customer Experience for SMEs on Wednesday, September 23, 2020.

Participants at the masterclasses have been enjoined to take full advantage of the programme for a chance to join Y’ello 200, an accelerator programme by MTN Nigeria where select small business owners will access a broad range of technology and productivity support tools in addition to expert advisory.