Brands/Products
Do Ethics and Reputation Matter in Africa?
Ethics is the invisible driving force on many aspects of people’s lives. It enables people to achieve their personal visions and helps them to do their daily activities in the right way. This is one of the key findings of the African Public Relations Association’s (APRA’s) second ethics and reputation research study, powered by reputation research agency, Reputation Matters. The research results were presented at APRA’s 31st annual conference, hosted in Kigali, Rwanda yesterday. With the theme ‘Africa and Storytelling: Changing the Narrative’, APRA 2019 brought together thought-leaders and practitioners in the communication and marketing arena from across the continent to learn more and share best practices about storytelling; a powerful public relations (PR) tool, and how ethical storytelling can help change the narrative of Africa.
The ethics and reputation study surveyed 225 CEOs, executives, directors, senior management and public relations individuals across Africa, with the overarching goal to better understand how ethics and reputation play a role in our daily lives and on a business and country level. “The results, which were presented at the APRA conference yesterday, highlighted that ethics are perceived to be principles of good behaviour, rules, standards, and values. On an individual and organisational level, ethics and reputation are of the utmost importance and form part of storytelling and shaping a realistic narrative,” says Yomi Badejo-Okusanya, president of APRA.
“It is apparent that to facilitate positive storytelling, ethics and reputation need to be communicated on all levels in a business environment. The research found that there is a disconnect between how top management (CEO’s and directors) perceive ethics and reputation versus junior and senior managers; top management scored their organisations’ ethical practices 12% higher than junior and senior managers did. Also, leaders need to be the example in all business dealings and ethics should be the invisible driving force in all business matters,” says Regine le Roux, managing director of Reputation Matters, who presented the results at the conference.
Participants were asked whether they regard their own country to be ethical. “The results are clear, respondents do not feel that ethics is the driving force on a country level, which scored an average of only 39%. Participants also feel that African countries do not consider ethics when it comes to financial management and service delivery. The main ethical compromise is corruption at government level,” adds le Roux.
Botswana was again voted as being perceived to be the most ethical country in Africa, with the host country, Rwanda, coming in second. “What is very interesting about this finding is that participants from Botswana only made up 4% of the respondents who participated, highlighting the importance that reputation is strongly influenced by perceptions of stakeholders,” says le Roux.
“Now, more than ever before, leaders of countries have the responsibility to lead by example in order to influence the narrative and drive the way that stories are told on the African continent. Ethics should be part of every individual’s, organisation’s and country’s DNA and needs to be communicated from the top down, on all levels in order to have a positive effect on storytelling,” says Badejo-Okusanya.
“Leaders, CEO’s and directors are urged to become the custodians of ethics and reputation which will, in turn, have a positive impact on the narrative of the African continent. It is vital to enhance Africa’s narrative, as this will have a positive impact on the continent’s reputation. This will ultimately impact foreign investment and tourism which is the catalyst for economic growth,” concludes Badejo-Okusanya.
APRA assists in setting standards, creating and enabling a professional environment for accurate perception, goodwill and understanding of necessary and effective PR practices. For more information about APRA visit https://www.afpra.org/ or send a mail to [email protected].
By Modupe Gbadeyanka
The self-service channels of Stanbic IBTC Pension Managers designed to streamline processes and provide easy access to pension management services have been re-introduced.
The subsidiary of Stanbic IBTC Holdings Plc said it brought back the options as part of its commitment to enhancing customer experience by providing innovative solutions, putting them in control of their financial future.
The chief executive of Stanbic IBTC Pension Managers, Mr Olumide Oyetan, reiterated the firm’s dedication to improving pension management by enhancing ease and efficiency.
“By getting acquainted with and utilising these options to their fullest, customers can enjoy the benefits of flexibility and independence,” he stated.
Mr Oyetan further underscored the organisation’s commitment to leveraging technology to improve pension management for customers, ensuring the availability of the self-service channels 24/7 for checking account balances, updating personal details, or making enquiries seamlessly.
“These self-service channels empower customers to take control of their experience as we aim to meet and exceed their expectations through these user-friendly platforms,” he stated.
Business Post reports that one of such channels is MyPension Portal, accessible via the company’s website www.stanbicibtcpension.com.
It offers customers a user-friendly platform to manage their pension details effortlessly. This portal allows for easy updates of personal information, requests for reference letters to submit at schools and embassies, and the ability to switch between investment funds.
It also provides the convenience of accessing and requesting statements at any time, relieving customers of unnecessary stress and paperwork.
In addition, the Stanbic IBTC Pension Managers module on the Mobile App, available for download on Google Play Store and App Store, enables users to view their pension account balance, track contributions and investment performance, monitor recent transactions and contributions, and receive alerts for important pension account updates.
For those who prefer SMS access, customers can simply text “Help” to the shortcode 30388 from their registered mobile phone to receive instructions on performing various tasks via SMS.
The company has also streamlined the process for using contact numbers, allowing customers to connect to the Stanbic IBTC Pension Managers’ Interactive Voice Response (IVR) system for comprehensive guidance on a wide range of enquiries and transactions.
By Modupe Gbadeyanka
A report released by Salesforce has revealed that about $1.2 trillion was used for shopping across the globe during the just-concluded Christmas and New Year holidays.
It was stated that the United States accounted for $282 billion, with data based on an analysis of 1.5 billion shoppers and 1.6 trillion page views across the Salesforce Platform.
The report indicates that the better-than-expected holiday shopping season was powered by surges in mobile and social commerce alongside increased consumer spending after months of saving in the first half of 2024.
However, shoppers have already sent back $122 billion in merchandise, with consumers and retailers leaning into the use of Artificial Intelligence (AI) and agents to enhance holiday shopping experiences through product recommendations and personalised order support, influencing $229 billion – or 19 per cent – of all online orders.
“Retailers had a robust holiday season, but a 28% rise in the rate of returns compared to last year is a cause for some concern,” said Caila Schwartz, Director of Consumer Insights at Salesforce. “Retailers who have embraced AI and agents are already seeing the benefits, but these tools will be even more critical in the new year as retailers aim to minimise revenue losses on returns and reengage with shoppers.”
It was gathered that about $229 billion of global online sales were influenced by AI and agents in the form of product recommendations, targeted offers, and conversational customer service support, with 19 per cent of holiday purchases influenced by consumers engaging with AI and agents, a 6 per cent increase from 2023.
In addition, shoppers used AI- and agent-powered chat for customer service 42 per cent more than they did during the 2023 holiday season, and over $122 billion of global purchases have already been returned, up 28 per cent from last year.
It was noted that this increase is partially due to trending consumer behaviours like “try-on hauls” and bracketing (buying an extra size above and below your standard size).
Salesforce projects that retailers will likely see this number grow to $133 billion – presenting an important opportunity for brands to use agents to make the returns process easier and more tailored to specific customer needs.
By Modupe Gbadeyanka
A new Public Relations (PR) agency, FreshSight Communications, has promised to offer tailored services to its clients, as it joins the highly competitive industry.
According to the co-founder of the company, Mr Justice Mmadubugwu, FreshSight Communications will provide top-notch PR services tailored to meet the unique needs of businesses, organisations, and individuals seeking to amplify their brand presence and reputation.
He also expressed confidence in working with media partners to share compelling stories, promote innovative ideas, and spark important discussions that affect society.
“We are excited to introduce FreshSight Communications to the Nigerian market.
“Our goal is to become the leading PR agency for businesses seeking to establish strong relationships with their target audiences and stakeholders,” Mr Mmadubugwu stated.
FreshSight Communications said its services include media relations and crisis communications; brand management and reputation enhancement; digital PR and social media management; event management and planning; content creation and copywriting; and artist/influencers management.
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