“I was sold”. Chilling words from a Ghanaian migrant, back on home soil after a treacherous journey in dangerous waters, where his body became property.
I stared stunned at a news report during which African men – men who looked like my brother – were sold. Millions were traumatized as...
At the Communist Party of China’s 20th National Congress last month, the country’s one-man rule under Xi Jinping became fully entrenched. Though communist China has never been a democracy, its post-Mao leaders kept their ears to the ground, paid attention to voices from below, and thus were able to...
(recruitment and induction)
“It is only as we develop others that we permanently succeed”
Dear readers, last week I refreshed the topic of preventing internal fraud in banks through effective induction programmes for new entrants. In addition, there is a need for existing staff to be refreshed regularly while coaching and...
..When self-service fails
A study of human development over the years always turns up very interesting observations. One of such trends is the seemingly cyclical way in which life evolves. It is of particular interest to note that at the very beginning of civilisation, people did everything all on their...
Many were the doubting Thomases when I started my prostate cancer campaign. This is due to the fact that they practically have no knowledge about my background as a Naturopathic doctor. Besides, it is rare for such practitioners to have such knowledge on the disease due to the perception...
Undoubtedly, the world economies are thriving by leveraging the capacity and strength of their digital ecosystem - especially when technology never ceases to evolve and usage continues to increase.
USAID's Digital Strategy explains that a digital ecosystem comprises stakeholders, systems and an enabling environment that together empowers people and communities...
Chapter 1
The beggars have lost all trust in us, I tell you.
Before we get into this whole matter of the many beggars busily roaming the streets of this country, and of its capital city, Accra, let’s talk first about those flags standing idly at the Flagstaff House (permit this...
“It's entirely unacceptable for digital banking to displace the customer/financial institution relationship… The goal is building customer loyalty and extending the trusted relationship from the physical realm of brick and mortar to the digital realm.” ….. Mark Kilpatrick.
I dedicate this article to all banks, finTechs and telcos who are making...
The importance of the physical or tangible aspect of the customer’s experience is something very few will argue against. This importance is clearly seen in the oft-quoted RATER Model of Service Quality where the “T” stands for Tangibility.Reliability, Assurance, Empathy, and Responsiveness are the other elements that make up...
“Rather fail with honor than succeed by fraud”. Sophocles
Last week, I looked at the resurgence of digital frauds which is emanating from the increased use of digital banking by customers. It is always a fact that not every customer can take advantage of this opportunity of contactless banking. This...