• Friday, May 17, 2024
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BusinessDay

How clients’ referrals upgrade CDL customer base

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 Engaging customers in an interactive session is important because it enables organisations get feedback from their customers on how they have been able to meet their needs in terms of service delivery and how to serve them better.

Organisations also use such to appreciate and even reward their customers for doing business with them, while customers simultaneously ask questions to get clarifications on issues.

Consolidated Discounts Limited (CDL) last week engaged its customers in an interactive session, primarily to appreciate them for doing business with them over the years.

One of the questions asked by one of the customers was whether CDL was planning to apply for a merchant banking licence.

Responding to the question, Leke Shittu, managing director, CDL, who was represented by Emmanuel Akinola, executive director, said “such plan is not in the near future. We will watch the trend. We are even qualified for a merchant banking licence, but we will watch the trend before we can launch.

“CDL has grown its customer base largely on the back of referrals from faithful customers like you, and we believe that with the strategies we have put in place to improve our customer care offering, we will continue to enjoy great referrals from you.”

CDL was licensed to operate in the country by the Central Bank of Nigeria on August 14, 1996, to carryout the functions of a discount house – which is to trade in and hold treasury bills, FGN bonds, sub-national bonds, commercial bills and other financial securities.

The discount house has been an industry leader in the Nigerian discount house industry for the better part of last decade.

According to him, CDL is currently in the process of implementing a new customer care charter for its clients, saying “we have embarked on a series of audits to examine our brand perception and also a customer care evaluation. Prior to this forum, we sent out customer care surveys and we deeply appreciate your feedback and responses.

“Our role as a discount house remains steadfast, as management has embarked on a series of initiatives and projects that will make us to be of service to you our customers. In addition, plans and programmes are already in place to enable us expand our service offerings.”

Making presentation at the forum, Tayo Adeola, deputy general manger, business development group, said the bank’s authorised share capital was N4 billion, which is fully paid.

To her, the discount house, shareholders fund rose from N200 million in 1996 to over N25 billion in December 2012.

Also, the institution’s profit before tax rose from N22 million in 1996 to N4.5 billion, at December 2012.

“We offer a wide range of investment products to institutional investors, high net worth individuals and non-bank corporate entities geared towards maximising returns while guaranteeing safety of funds,” she said.