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Financial Inclusion and Branding – What is the Synergy?

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Digital Financial Inclusion

By Fiona Hitchcock

Financial inclusion is one of the most amplified ideologies in many geographical areas. This has led to the implementation of noteworthy efforts to build institutions and systems for the inclusion of diverse socio-economic classes.

According to financial analysts, the past two decades have seen a rapid increase in the interest in financial inclusion, both from policymakers and researchers.

It is evident that structural, as well as policy-related factors, such as encouraging banking competition or channelling government payments through bank accounts, play an important role in achieving financial inclusion.

In Nigeria, the Central Bank of Nigeria (CBN) had set a financial inclusion target of reaching 80 per cent of the total adult population by 2020, but presently, the country is not on track to meet this target which was set out in the National Financial Inclusion Strategy (NFIS) of 2012.

The NFIS had set two financial inclusion targets for the year 2020: an overall financial inclusion rate of 80 per cent of the adult population and a formal financial inclusion rate of 70 per cent of the adult population.

As of 2016, just 58.4 per cent of Nigeria’s 96.4 million adults were financially served and only 48.6 per cent of all adults used formal financial services.

How do we make financial inclusion exciting? How do we encourage consumer consumption? The answer is well thought out through executed branding for financial institutions.

Various financial institutions and societies have taken steps toward financial inclusion, but to be successful, they need to understand how to accurately target and market to their potential customers.

Conventionally, most financial institutions are known to be conservative in their marketing and branding approaches towards this market. As a result of this, customers approach these institutions with a perception of distrust and apprehension.

To address this disengagement between financial solutions and their consumers, financial institutions should ensure that great attention is paid to branding techniques. This is also very important in building a distinctive brand.

Most consumers become less apprehensive to consume a financial product or service when the repetitiveness and recognizability of the branding elements become part of the familiarity of their community environment.

From logos to taglines, tone of voice, advertising styles, these elements present a powerful conviction to customer acquisition. Without these, financial institutions will not connect in a relevant way with their target market and financial inclusion remains unprogressive.

Brands are expected to have a life outside management functions, have a personality and opinion that consumers can relate to. Financial institutions not excluded.

It is, therefore, critical that financial institutions communicate constantly to their target audience to enable a more progressive leap towards financial inclusion. The more people see you, the more they become comfortable, the more they are convinced to try you and (upon successful customer experience) the more they trust you.

Some brands run one successful campaign and then go quiet after that. Out of sight, out of mind. Whatever the case, there must always be something you are saying to your customers.

At Hitchcock Michalski, we believe that the more consumers can rely on an implicit reaction to a brand, the more likely they are to buy that brand – this is a key essence of our outstanding branding practices. Having worked for big financial brands like Access Bank who are making giant strides towards achieving CBN’s 2020 goal, we are even more convinced that distinctive branding plays an important role in aiding financial inclusion.

The year 2020 has taught us that to achieve financial inclusion, institutions in the finance and fintech sector must work towards winning the trust of consumers.

This can only be earned through the non-exhaustive implementation of marketing and branding strategies. For financial inclusion to work, institutions must win the conviction of the end-user.

Conviction is only earned through constant engagement. It is critical to understand the pain points of your customers, to truly understand their needs and what they find difficult when dealing with a financial institution.

We have to develop a well thought out strategy towards bridging the gap between financial solutions and the consumers, always with solving the customers’ needs and challenges in mind, failing which all efforts geared at inclusion for the unbanked and underbanked will remain ineffectual.

Fiona Hitchcock is the Managing Partner for leading brand strategy, design and communication agency, Hitchcock Michalski and has worked with multiple financial brands across Africa.

Brands/Products

Investors Inject $9.2m into AI Dating App Ditto for Yacht Blind Dates

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AI Dating App Ditto

By Dipo Olowookere

About 9.2 million funding round has been secured by an AI-dating app, Ditto, for the expansion of its iMessage-based matchmaker, with the participation of Peak XV Partners, Gradient, Scribble Ventures, Alumni Ventures, and Llama Venture.

The iMessage-based matchmaker plans real dates for users, handling everything from the match to logistics, so students can focus on showing up and connecting in real-life. Users grow tired of endless swiping and stalled conversations.

College students swipe endlessly, juggle multiple chats, and still struggle to turn matches into actual dates. Ditto was created to remove that friction entirely.

The business was established by two Berkeley undergraduates, Mr Allen Wang and Mr Eric Liu, who saw friends spend hours on dating apps without forming meaningful connections.

The platform initially launched at UC San Diego and went viral across sorority group chats before quickly expanding to UC Berkeley, USC, UCLA, and UC Davis.

It operates entirely over iMessage, where users already communicate daily. Users tell Ditto their preference for a date, such as ‘a 6 ‘2 hot nerd that brings me flowers’ or ‘an ABG who mastered leetcode’. After sharing their preferences and availability, users receive a text with a complete date plan, including the time, place, and details of their match, all centred around the campus they are near.

After each date, Ditto collects feedback and incorporates these feedbacks into the user’s profile to improve future matches. The result is a system that feels personal, efficient, and low-pressure, while removing much of the anxiety and inefficiency associated with modern dating apps.

“Our goal was to build something that actually helps people go on dates, not stay stuck in an app. When you remove swiping and chatting, you remove a lot of the toxicity and anxiety that people associate with online dating.

“We plan the date, people show up, and real connections have a chance to form. About 20 per cent of our matches turned into actual dates,” Mr Wang stated.

With this funding, Ditto is kicking off 2026 by hosting 10 yacht parties across the US, starting in Los Angeles on Valentine’s Day.

Each yacht will host 100 college singles, matched into 50 couples. This will be the biggest yacht party in college history. Ditto is co-hosting these parties with the hottest school clubs and Greek life organisations in Los Angeles, New York, Boston, and more.

A Partner at Gradient, Vig Sachidananda, while commenting on the new funding package, said, “Ditto is leveraging AI in a creative way to build a novel online dating experience — one which resembles a true matchmaking service.

“We’ve seen a great early response from users to this approach, and we’re excited to continue to work with Ditto as they expand to college campuses across the US.”

Since launching, Ditto has grown to more than 42,000 users across four college campuses, with over 25 per cent of users coming through referrals.

Looking ahead, Ditto plans to expand beyond college campuses and eventually support other forms of connection, including professional networking and group social experiences. The long-term vision is to become a matchmaker for modern life, helping people turn intent into meaningful, real-world interactions, one plan at a time.

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Odekina Leaves UBA for AEDC to Head Corporate Communications Department

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omede odekina AEDC UBA

By Aduragbemi Omiyale

One of the foremost Public Relations practitioners in Nigeria, Mr Omede Odekina, has joined the Abuja Electric Distribution Company (AEDC).

He is now on the payroll of the energy firm as the Head of Brand Marketing and Corporate Communications Department after leaving the United Bank for Africa (UBA) Plc.

The Kogi State University graduate will use his experience as a media relations expert to sell the image of the electricity organization.

In an announcement via his LinkedIn page, Mr Odekina described his movement from the banking space to the energy industry as the “beginning of an exciting new chapter and a unique opportunity to help shape how one of Nigeria’s most critical service organisations engages with its customers and communities.”

He thanked UBA for providing him with the platform to grow his career, describing the lender as “truly one of the best places to work.”

According to him, “UBA was more than a workplace; it was a family. The culture, leadership, and people created an environment of excellence, trust, and continuous growth. I leave deeply appreciative of the journey, the friendships, and the values that will remain with me always.”

The Associate of the Nigerian Institute of Public Relations (NIPR) disclosed that in his new role, “my focus is firmly on positioning Abuja Electricity Distribution Plc as Nigeria’s number one electricity distribution company, one that delivers reliable service with professionalism, respect, transparency, and a strong sense of community partnership.”

“It is a responsibility I embrace with enthusiasm, purpose, and optimism for what lies ahead,” he said further.

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Reputation Economy: How Nigerian Brands Won and Lost Public Trust in 2025

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Reputation Economy

Nigeria’s leading independent media intelligence consultancy, P+ Measurement Services, has released its 2025 Industry Media Reputation Report, revealing that corporate reputation has emerged as one of the most decisive assets for Nigerian companies, rivaling financial performance and market share in shaping public trust.

The report analysed and audited thousands of print and online news reports published in 2025 across the banking, insurance, telecommunications, and e-hailing sectors. In total, coverage of 29 commercial banks, 13 insurance companies, five e-hailing platforms, and four telecommunications operators was examined to determine how corporate actions translated into public perception.

According to the findings, rising operational costs, currency pressures, regulatory scrutiny, labour relations, and service reliability now directly influence how brands are judged in the media and by stakeholders.

“Reputation is no longer a soft outcome of publicity. It is a measurable business asset shaped by corporate behaviour, governance quality, customer experience, and crisis response,” said a Senior Analyst at P+ Measurement Services, Ms Tumininu Balogun.

She added, “For more than a decade, we have been at the forefront of media intelligence in Nigeria. Our commitment to the PR and communications industry is to ensure that reliable media data and actionable insight are always available, so professionals can move beyond intuition and make truly data-driven decisions.”

E-Hailing Industry: Driver Relations Reshaped Corporate Reputation

The e-hailing sector recorded one of the clearest shifts in reputation dynamics in 2025, driven largely by labour policies and platform economics.

inDrive Nigeria led the sector with 39% of positive reputation share, following extensive media coverage of its decision to reduce driver commission to 0.1% during peak hours in Abuja. Bolt Nigeria followed with 32%, supported by reports on its electric tricycle deployment in Lagos. LagRide recorded 17%, driven by coverage of its electric vehicle infrastructure partnership, while Uber Nigeria accounted for 11% and Rida 1%.

On the negative reputation scale, Bolt recorded the highest share at 40%, linked to driver protests following fare reduction policies. Uber accounted for 29%, inDrive 20%, LagRide 8%, and Rida 3%, largely associated with reports on strike threats, platform reliability concerns, and driver earnings disputes.

The report notes that how platforms treat drivers has become as influential to reputation as rider experience.

Banking Industry: Profitability Confronted by Governance Risk

Among commercial banks, Stanbic IBTC recorded the strongest positive reputation position at 26%, driven by recognition as KPMG’s top retail bank. Zenith Bank followed with 22%, supported by dividend payout coverage. Fidelity Bank (19%), UBA (17%), and FirstBank (16%) gained positive reputation visibility through education initiatives, digital service upgrades, and branch automation projects.

However, reputational exposure remained significant. GTCO recorded the highest negative reputation share at 28%, followed by FirstBank at 26%, FCMB at 18%, and both UBA and Ecobank at 14%, mainly due to media reports concerning legal disputes, fraud investigations, and customer-related controversies.

The report highlights that in the banking sector, strong earnings and digital innovation strengthen reputation, but governance failures can rapidly undermine it.

Insurance Industry: Financial Stability and Data Protection Define Trust

In the insurance sector, AXA Mansard led positive reputation share with 36%, followed by Leadway Assurance (29%), AIICO (16%), NEM Insurance (11%), and SanlamAllianz (8%).

AXA Mansard also accounted for the highest negative reputation exposure at 68%, driven by reports of a significant decline in pre-tax profit. AIICO recorded 18%, Leadway 12%, and NEM 2%, largely connected to regulatory matters and data protection concerns, including coverage of customer data breaches.

The findings indicate that insurers are now judged as much by financial resilience and cybersecurity posture as by product offerings.

Telecommunications Industry: Infrastructure Investment Meets Rising Public Expectations

MTN Nigeria led positive reputation share with 47%, driven by infrastructure expansion narratives and innovation campaigns. Glo followed with 28%, Airtel Nigeria with 16%, and T2 (formerly 9mobile) with 9%, largely supported by its rebranding coverage.

On the negative reputation side, MTN recorded 44%, T2 31%, Glo 13%, and Airtel 12%, influenced by reports on service quality challenges and the Nigeria Labour Congress boycott directive targeting telecommunications operators.

The sector’s results suggest that while capital investment enhances visibility, network reliability and customer experience increasingly determine long-term reputation.

Reputation Has Become a Strategic Business Asset

Across all four industries, the report finds a consistent pattern: reputation in 2025 closely followed corporate behaviour.

Brands that demonstrated transparency, operational fairness, financial discipline, digital reliability, and customer focus were more likely to build positive public trust. Companies facing labour unrest, legal disputes, regulatory sanctions, data breaches, or service disruptions saw these issues rapidly reflected in their reputation profile.

For brand owners, investors, regulators, and communication professionals, the implication is clear: reputation is no longer managed only through messaging, but through measurable actions that are permanently recorded in the media ecosystem and searchable online.

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