Speaking at the Consumers' Experience Summit/Awards 2024 in Lagos, themed "Empowering Consumers: Shaping the Future of Experience," Ekine highlighted the significance of considering consumers' literacy levels. He advocated for the establishment of local offices to enhance accessibility for a larger audience. Furthermore, he stressed that to genuinely enhance consumer experience, a national campaign on Consumer Rights is essential, along with the translation of relevant legislation into local languages, including the work by Mrs. Shola Salako Ajulo.
He stated that every company should establish an independent feedback department dedicated to addressing consumer inquiries on a daily basis, and there should be legislation mandating responses to consumer feedback within 24 hours.
Additionally, he emphasized that with a consumer base exceeding 200 million, there will inevitably be a wide range of experiences—some positive, some negative, and many that are a combination of both.
"It is also important to establish that the experiences will differ from industry to industry. Today, we can all connect with ease 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." He said.
Continuing, he added that, "Choma Okoli and the Erisco Tomato paste is a classic case for us in FMCG (I am not sure we know the concluding part of the story)".
"According to 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." He noted.
Further speaking, he disclosed that, "we as consumers are also gaining experiences daily in various markets depending on where we are buying and what we 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 same products and service even when our income differs."
"As consumers, we are playing in same market and that market can simply be classified as the public sector or private sector market. In these markets, the operators’ behaviour even affect 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 market place." He noted.
Talking about market place, he continued, "we are aware that we have moved the market from the physical, location to our devises. You know back then we define market as a place where sellers and buyer meet to conclude a transactions and exchange money. Today we do all the elements of market on our devices."
Earlier in his welcome address, the convener of the summit, Godwin Anyebe who welcomed attendees to the summit 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, the Consumers' Assembly bestowed the 2024 Most Innovative Property Company award upon Nehemiah Grace Developers Ltd. Sow Eleal Estate received the 2024 Excellence in Real Estate Development and Customer Satisfaction award, while Cynosure Aesthetic earned the 2024 Best Aesthetic Care and Customer Satisfaction award. Finally, Iron Resource Management was recognized for its 2024 Excellence in Sustainable Resource Management.