The Customer Focused Company (CFC) held its third annual summit on October 8, 2024, in Lagos, marking its first physical event in two years. Themed “Winning With Service” the summit centered on strategies for delivering outstanding customer service to boost organizational profitability.

In her opening remarks, the convener, Ope Wemi-Jones, stressed the critical role of exceptional customer service in navigating the current economic challenges. She noted that customers now expect more than just products—they seek meaningful connections, value, and empathy, which businesses must prioritize.

The Convener of CFC Summit Ope Wemi-Jones

The keynote address was delivered by the Lagos State Commissioner for Commerce, Trade, and Investment, Folashade Ambrose Medebem, represented by Afolabi Solebo, General Manager of the Lagos State Consumer Protection Agency (LASCOPA). Medebem applauded the efforts of businesses in making Lagos a customer-centric environment and reaffirmed the government’s commitment to supporting business growth through favourable policies.

John Tschohl, President of the Service Quality Institute USA, underscored that customer satisfaction is a shared responsibility that starts with leadership and permeates through to front-line staff. He advocated for quick, customer-centric decisions and continuous employee training to maintain high service standards.

Veteran Journalist, Bimbo Oloyede with guests at the CFC Summit

The summit featured several panel discussions; the first, featuring experts such as Enitan Onanuga, Odunayo Sanya, Olumide Ajomale, and Ope Wemi-Jones, explored the importance of integrating customer service into organizational strategy. Another panel, which included technology specialists Dotun Babatunde, Mayowa Mary-Adeoti, Christopher Ogirri and Charity Babatunde, examined the role of technology in improving service delivery. They agreed that while technology is a useful tool, it should complement, not replace, human interaction.

A third plenary session on “Collaboration as a Business Strategy,” led by business leaders like Dr. Folake Fadahunsi, Dr. Henrietta Onwuegbuezie, Ella George, and Abiodun Famojuro, emphasized the value of partnerships with larger organizations to drive business growth and enhance service delivery.

Ope Wemi-Jones and Panelist

Breakout sessions addressed various topics, including effective client communication, service recovery strategies and the importance of emotional intelligence in customer interactions. A debate on the famous adage “The Customer is Always Right” concluded that while customers are key to business success, having clear policies is crucial for managing expectations.

A cross section of the Participants at the CFC Summit

In her closing remarks, Ope Wemi-Jones encouraged participants to implement the insights gained during the summit, highlighting that improved customer service would lead to increased profitability and expanded business opportunities.

Rose Yusuf Kaisar
Women Radio 91.7 FM
news@wfm917.com