Broadcasting
Modern Customer Engagement: Keeping up with Gen Y and Z
By Andrew Bourne, Regional Manager, Africa, Zoho Corp.
The term ‘customer engagement’ is arguably one of the biggest buzzwords in today’s business landscape. It’s so widely used that when many people hear the phrase, they interpret it as a checkbox item. It is, however, an ongoing crucial relationship between a company and its customers, which is determined by the customer’s preferences and behaviour.
Andrew Bourne, Regional Manager, Africa, Zoho Corp
Customer engagement entails actively engaging with an audience through messaging that interests, educates or helps them, as well as encouraging two-way communication with your business. In short, it’s about figuring out what the customer wants and giving it to them at the right time.
This may appear to be a simple and straightforward task. However, in today’s world, where the majority of a business’s customer base is composed of the digital-native ‘millennials and zoomers’, the consumer has little patience for complicated processes in the name of customer engagement. So what does this mean for you as a business, and how can you adapt to this new market reality and ensure that your engagement techniques are actually engaging?
Preparing for a mobile-led shift
Mobile use has surpassed laptop use, and today’s target audience is more likely to look something up on their phones or tablets than on a device.
According to the GSMA’s The Mobile Economy Sub-Saharan Africa report, the mobile market in Sub-Saharan Africa will reach several significant milestones over the next five years: including half a billion mobile subscribers in 2021, 1 billion mobile connections in 2024, and 50% subscriber penetration by 2025. Over the next five years, the number of smartphone connections in Sub-Saharan Africa will nearly double to reach 678 million by the end of 2025, representing a 65% adoption rate.
It is, therefore, no longer an option to provide a mobile-friendly website or customer support portals – it is now a requirement.
Catering to the ‘always-connected’ generation
Being accessible to current and potential customers is the most important aspect of customer interaction. This is particularly challenging in today’s setting, where time and geography are no longer important and the customer expects businesses to be reachable at all hours of the day and night.
While the advent of chatbots has eliminated the need for businesses to hire additional employees to cover multiple shifts, bringing developers onboard to build bots that can meet multiple requirements can end up being costly too. Instead, try thinking along the lines of using a sales engagement software that provides easy-to-use features like drag-and-drop chatbot builders.
Making AI chatbots more human
Though chatbots were invented to free up staff from mundane tasks so they can focus on the more complex ones, research shows that customers find it harder to get issues resolved by AI chatbots. The ideal solution is an AI-driven chatbot that can greet prospects or customers, respond to small talk, and even understand common questions, regardless of the tone or words used, and respond to them using a company’s internally available documented resources. If the customer chooses to speak with a human agent, the AI-powered chatbot will forward the conversation to the team member.
Personalising your messaging without over targeting
While personalisation is widely regarded as the pinnacle of customer engagement, it’s all too easy at the same time to cross the line between being helpful and being intrusive when dealing with a more privacy-conscious generation of customers. So make sure your conversation is relevant and provide timely information to your most valuable customers right when they need it, like an offer for help after a failed transaction, or when they’ve spent a long time trying to decide between two products.
Achieving business zen with a unified customer view
Many of us fall prey to ad fatigue and endless re-targeting. While it’s frustrating, it throws light on the fact that customer data is still jumbled, redundant, or even mismanaged chunks of information. Businesses should make sure that they use a CRM tool that gives a holistic view of customer data, and helps avoid any missteps in data management and customer communication.
A customer engagement strategy is critical to the success of any business. Customers who are actively engaged not only spend more money, but also become a company’s best brand advocate and recommend the business to their friends, colleagues, and family.
QNET, a global leader in direct selling focused on wellness and lifestyle products, firmly disassociates itself from any unlawful activities being conducted by unauthorized individuals or entities fraudulently using the QNET name to mislead and exploit members of the Nigerian public.
These concerns have resurfaced following the arrests of several suspects in Niger State and the Federal Capital Territory, Abuja.
QNET commends the Economic and Financial Crimes Commission (EFCC) for its actions in apprehending those responsible and is actively supporting the authorities to prevent further misuse of its brand.
QNET Says NO to Brand Misuse and Criminal Misrepresentation
QNET is a 27-year-old international direct selling company offering wellness and lifestyle products through a network of independent distributors.
These individuals are customers who have purchased QNET products and have chosen to build their own direct selling business using our platform. They operate independently and are not employees of QNET.
Unfortunately, certain third-party entities such as Mighty Infinity Millionaire Ltd, that have no affiliation to QNET, and operate without our oversight or recognition, have grossly misrepresented the QNET business model and acted in a manner that is in no way a representation of QNET business ethics or values.
We unequivocally state that such entities and individuals are not affiliated with or endorsed by QNET. QNET reiterates that Transblue Nigeria Limited remains our sole partner in Nigeria.
Operating Within Legal and Ethical Boundaries
In Nigeria, QNET operates strictly within the legal and regulatory frameworks through our official local partner, Transblue Nigeria Limited. We remain committed to ethical business practices and protecting both our brand and the public from exploitation. We urge members of the public to remain vigilant, verify the authenticity of individuals or entities claiming affiliation with QNET, and report any suspicious activity to the appropriate authorities.
Statement from QNET’s Regional Leadership & Legal Nigerian Partner
Responding to the fraudulent activities being perpetrated in QNET’s name, Biram Fall, Regional General Manager of QNET for Sub-Saharan Africa, states, “We are extremely disturbed by the way unscrupulous individuals have misused the QNET brand to deceive innocent Nigerians with false promises. At QNET, our values are rooted in honesty and empowering people to build better lives through genuine means. We remain committed to supporting law enforcement agencies in their efforts to bring these fraudsters to justice and encourage the public to verify any claims of affiliation with QNET before getting involved.”
To avoid further confusion, QNET wishes to emphasize the following:
● QNET does not operate or endorse any physical or online university under the name “Q-University” in Nigeria. QNET is part of a larger business conglomerate that operates the Quest International University in Malaysia, which does not have any overseas campus.
● QNET is not involved with online medical courses or academic institutions in Nigeria.
● QNET does not support or condone recruitment-driven models that promise employment, scholarships, or guaranteed returns unrelated to the legitimate sale or purchase of QNET products.
● QNET strongly condemns the unauthorized use of our intellectual property – including company logos, founder portraits, and promotional materials – by fraudulent actors aiming to mislead the public.
QNET’s Awareness Creation and Consumer Protection Efforts
Since entering the Nigerian market in 2022, QNET with the support of our local partner, Transblue Nigeria Limited, have prioritized financial literacy and consumer protection. In November 2023, we launched the Say NO! Awareness Campaign to educate the public about scams and promote responsible entrepreneurship. The campaign has reached thousands through multilingual billboards, radio messages, educational pamphlets, and online platforms. As part of this campaign, the Federal Ministry of Labour and Employment (FMLE) and the Lagos State Consumer Protection Agency (LASCOPA) were also engaged.
Cooperation with Law Enforcement
QNET expresses its full support and appreciation for the EFCC’s efforts to protect citizens and crack down on cyber and financial crimes. We are actively cooperating with the Commission in its investigations and are committed to further educating the public on the nature and values of QNET’s legitimate operations.
Public Advisory: How to Stay Safe
To protect yourself from scams falsely linked to QNET:
● Verify all QNET-related information at: www.qnet.net
● Report suspicious activity via email: network.integrity@qnet.net or WhatsApp: +233 256 630 005
● Learn how to identify scams at: www.saynocampaign.org
QNET remains fully committed to ethical business practices and transparency. We stand with Nigerian authorities in protecting citizens from fraud and will continue to cooperate fully to bring those misusing our brand to justice.
Eedris Abdulkareem, veteran hip hop artiste, is showing no signs of backing down as he hints at releasing another protest song, shortly after his last track was banned by the National Broadcasting Commission (NBC).
Eedris Abdulkareem, veteran hip hop artiste
He recently again stirred the political waters as he hinted at the release of a new protest song, only weeks after his controversial track Tell Your Papa was banned by the National Broadcasting Commission.
The outspoken musician took to social media on Wednesday, April 16, 2025, to share an animated cover design with the words “3 Arms of Government,” suggesting the theme of his upcoming release.
Though the title remains undisclosed, the post was captioned simply with “Stay tuned,” fueling speculation that another hard-hitting social commentary is on the way.
Abdulkareem, known for his unapologetic political views, recently described the NBC’s decision to ban Tell Your Papa as hypocritical. Undeterred by censorship, he appears set to continue using music as a platform to criticize injustice and demand accountability.
The rapper also recently reaffirmed the relevance of his classic hit Jaga Jaga, stating that it would remain the country’s “second unofficial national anthem” until key issues like security, electricity, and governance are addressed.
With another protest song on the horizon, fans and critics alike are bracing for what may be Eedris Abdulkareem’s most direct political message yet.
In celebration of the Easter season, MultiChoice has announced the launch of a dedicated Easter Pop-Up Channel, offering DStv and GOtv subscribers across Nigeria the chance to experience live broadcasts of key Easter events and services from the Catholic Archdiocese of Lagos.
The special channel, which runs from Thursday, April 17 to Monday, April 21, will be available on DStv channel 196 and GOtv channel 28, bringing the significance and beauty of Easter directly into viewers’ homes.
Throughout the Easter period, the channel will broadcast a rich lineup of live religious events. The programming begins on Thursday, April 17, with the Chrism Mass in the morning, followed by the Mass of the Last Supper in the evening.
On Good Friday, April 18, viewers can join in the Good Friday Tenebrae and the Seven Last Words service, followed by the Stations of the Cross from St. Gregory’s, and later the Passion Service.
The spiritual journey continues on Saturday, April 19, with the Easter Vigil Mass late in the evening, leading into the Easter Sunday Mass on April 20. The channel’s special programming concludes on Monday, April 21, with the Easter Monday Mass from Galilee.
This dedicated pop-up channel is designed for those who may be unable to attend church services in person, as well as for anyone seeking to deepen their spiritual observance during the Easter holidays. By broadcasting these significant events, MultiChoice reaffirms its commitment to providing content that resonates with the cultural and religious values of its viewers.
Subscribers are encouraged to tune in to DStv channel 196 and GOtv channel 28 throughout the Easter period to take part in these important religious celebrations from the comfort of their homes.
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