BUSINESS

Erisco Foods: Consumer champion Ayojimi faults company’s approach

Consumer champion Muyiwa Ayojimi has faulted the approach taken by Erisco Foods regarding the unflattering review made about its Nagito Tomato Mix.

The product manufacturer had caused the arrest of one Chioma Egodi, the consumer who published the review on Facebook.

Egodi claimed the tomato mix was sugary, a view that did not sit well with its manufacturer

Erisco Foods decided to sue Egodi for N5billion while the Nigeria Police Force accused her of cyberstalking.

Ayojimi, in his response to the incident, said manufacturers should not gag or criminalize a consumer ‘s experience with their product or service.

“Consumers have a right to share their experiences with a product on either traditional or social media. Typically, no manufacturer wants a negative product review, but where one is given, addressing the issue requires a deliberate response,” he said.

He equally said that a manufacturer has something to gain in a negative review about its product. He urged manufacturers to be proactive, rather than trying to making damage control after a bad review.

Erisco Foods
Chioma arrested for giving product review

The lawyer advised manufacturers on steps to take to minimize or prevent likely negative consumer reviews.

He said, “A negative review might turn to benefit a manufacturer instead of the opposite. Rather than take punitive action, manufacturers should strive to deliver exceptional service by prioritizing customer satisfaction. Equally, they should put themselves in the stead of consumers by visiting the market or shops to see how their products are doing.”

Ayojimi, who also is chief executive of Consumertrics, added, “Manufacturers should endeavour to leave a contact address, respond promptly to complaints, create various touch points, encourage consumers to leave reviews about their products, ensure complaints are satisfactorily addressed, and empathise with an unsatisfied consumer.”

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