I had used Heroshe, a prominent cross-border logistics company, 32 times, and not once did I need to follow up. I would place an order on my favourite online stores, send it to their US warehouse in Houston, Texas, pay for shipping, and wait. In about two or three weeks,
“The app has just two moods: offline or confused.” It’s a joke, but also the reality of most customers. And it highlights a deeper gap: the one between what brands claim to deliver and what customers experience. You’ve seen it too—long queues, crashing apps, support that feels
After waiting over two decades, I finally boarded a train in Nigeria on April 29, 2025. I’d heard glowing accounts about the revived Nigerian Railway Corporation (NRC): affordable fares, efficient timing, serene cabins. When the opportunity came to travel from Lagos to Ibadan, I was genuinely excited. This would
Learn how a Nigerian chair repair service turned a simple job into a masterclass in customer experience, offering vital lessons for large organisations.