OUR CUSTOMERS AS OUR DRIVE

EDITOR’S NOTE

I welcome you all to this edition of our on-board magazine. I welcome you all to the new ABC. After a very successful IPO and a tremendous revelation of the high level of investors’ confidence in our company, we are poised to do more to improve the lot of travel, tour and cargo in Nigeria and in the West Coast of Africa for the elite upper middle class road user who would otherwise go by air. More than before, we are very much now in the eye of the public. At this stage in the life and history of ABC Transport, certain interrelated ideas weave the fabric of our brand management concept. Most of these are value-driven. And almost all of these shall remain our company’s guides into the future. Each one shall be a precursor to the others as essential ingredients for a business that hope to be competitive in the global marketplace.

Propelled by the joy and challenges of a 100 percent successful IPO, we now have, more than ever, a heightened responsibility to customer focus. From top management down, people throughout our company have made a renewed commitment to one overriding purpose for the ABC business: creating a satisfied customer. The customers have, more than ever, been put on a pedestal, standing above all others in the organization, including the owners and the managers. Our customer knowledge is our distinctive competence and one of the most strategic assets our company has cultivated over the years. It is perhaps the critical variable in defining ABC Transport as a distinct entity, rather than part of a network of operators. Our commitment to quality through various ways, including our new document on Key Performance Indicators (KPI), and our value-driven concept of strategy are components of our customer orientation. And our customer orientation is no lip service; it is the customer’s voice that must be heard, not our own.

Our new customer relations and brand management concept is more than a philosophy; it is completely a new way of doing business. It includes customer orientation, market intelligence, distinctive competences, value delivery, market targeting and the value proposition, customer-defined total quality management, profitability rather than sales volume, relationship management, continuous improvement, and a customer-focused organisational culture. This new concept shall dictate hands-on involvement by management at all levels in all functions, throughout the complex network of strategic partnerships, to develop and deliver superior value to customers. It requires that everyone put the customer first. And, because it is the customer who decides whether the company has created value, the competitiveness of our business depends on our commitment to this new concept.

In this edition of the Reindeer, we bring you a variety of news, issues and features. These were selected and packaged with utmost care, considering what will most interest, inform, entertain and relax our passengers on-board our Coaches. The efforts of two members of the Corporate Services & Marketing Team- Hassan Oluwatobi and Victoria Udoh- in packaging this edition of the Reindeer is here acknowledged. To all our readers and customers, we wish you good times on-board our Coaches. Thank you for choosing ABC Transport.

 

UCHENNA G. OKAGU.