By Merit Ibe
Convener, Consumers Value Awards, Akonte Ekine, has pleaded with the Federal Competition and Consumer Protection Commission (FCCPC) to expand its offices to the 774 local government areas.
Ekine, who is also Founder and Lead Strategist, Absolute PR, made the plea during the recent Consumers’ Experience Summit/Awards 2024 with the theme: Empowering Consumers: Shaping the Future of Experience, in Lagos.
He emphasised the importance of recognising the literacy levels of consumers and making efforts to establish local offices to better serve them.
He further suggested that to truly enhance the consumer experience, there should be a national campaign on Consumer Rights, with copies of the legislation translated into local languages. He specifically recommended that Mrs. Shola Salako Ajulo’s book be made available in these languages.
According to him, “all companies should have an independent feedback department responsible for attending to consumers’ queries daily and we should have a law on consumers’ responses not more than 24 hours.”
Speaking further, he said: “Let’s also establish that with over 200 million consumers, there will be 200 million different experiences that we can say are good and bad or a mixed bag of experiences.”
“It is also important to establish that the experiences will differ from industry to industry. Today, we can all connect with ease the legal or judiciary sector with the development of the narratives ongoing in the published work of Dele Farotimi. That experience is in the public domain and that is one experience that has been seen in a sector of the economy and the consumers and practitioners of law are contending with.
“Choma Okoli and the Erisco Tomato paste matter is a classic case for us in FMCG (I am not sure we know the concluding part of the story)”.
“According to the Oxford dictionary, it is a “fact or state of having been affected by or gained knowledge through direct observation or participation or practical knowledge, skill, or practice derived from direct observation of or participation in events or in a particular activity.”
“We as consumers are also gaining experiences daily in various markets depending on where we are buying and what we are buying and from whom we are buying. Unfortunately, there are mutual markets we are not allowed to stay away from but compelled by regulations to consume the same products and services even when our income differs.
“As consumers, we are playing in the same market and that market can simply be classified as the public sector or private sector market. In these markets, the operators’ behaviour even affects the service experience. What do you think about the behaviour of the operators? I am sure you can connect with that and use that as your evaluation of the experience of yourself in the marketplace.”
Talking about the marketplace, he continued, “we are aware that we have moved the market from the physical location to our devices. You know back then we defined a market as a place where sellers and buyers meet to conclude transactions and exchange money. Today we do all the elements of market on our devices.”
Earlier in his address, the convener of the summit, Godwin Anyebe disclosed that, “today marks an extraordinary opportunity to gather as thought leaders, innovators, and stakeholders from various sectors to explore how we can redefine the consumer journey and deliver experiences that truly empower individuals. As consumer preferences evolve at an unprecedented pace, our theme underscores the critical need to adapt, innovate, and place consumers at the heart of every strategy and decision.”
According to him, “this summit is more than just a conversation—it is a collaborative platform for ideation, learning, and actionable solutions. We will hear from seasoned experts, engage in transformative discussions, and gain insights into trends shaping the future of consumer experiences across industries.”
“I encourage each of you to actively participate, share your perspectives, and network with fellow visionaries to create a collective blueprint for empowering consumers in meaningful ways. Together, we can shape experiences that are not only innovative but also sustainable, inclusive, and human-centered.” He added.
Meanwhile, Consumers’ Assembly Presented Award for Most Innovative Property Company of the Year 2024, to Nehemiah Grace Developers Ltd, the Award for Excellence in Real Estate Development and Customer Satisfaction, 2024 went to Sow Eleal Estate, and Cynosure Aesthetic took home the award for Best Aesthetic Care and Customer Satisfaction Award 2024 and award for Excellent in Sustainable Resource Management, 2024, goes to Iron Resource Management.