“If you make customers unhappy in the physical world, they might each tell SIX friends. If you make customers unhappy on the Internet, they can each tell six thousand friends.”
Jeff Bezos
Customer Exits and Risk
Dear bankers, I am sure you have all gone through a painful customer exit before. Someone...
…it is a small world indeed
This article is being featured again after a few years of publication. It is still relevant because I have been reflecting on some life events which shows that it is indeed a small world.
Since risk is encountered in every sphere of our lives, its...
In my first articles of 2023, I promised to share great success stories of organisations who have built on their uniqueness to showcase their brand. I started with Opportunity International Savings and Loans whose uniqueness in the microfinance sector has benefitted from 39 awards within four years.
Today I will...
“The world is a dangerous place, not because of those who do evil but because of those who look on and do nothing” Albert Einstein
Dear readers, last week I looked at the issue of whistle blowing by bank staff in banks and how real it is on the ground....
“Let us not look back in anger or forward in fear, but around in awareness”. — James Thurber
Last week, we examined various issues that make banks vulnerable to the outside world through various lapses. This is a continuation of various reminders:
Cash limits
Gone are the days when branch managers preferred...
“Self-reflection is the school of wisdom” - Baltasar Gracian
“Ambitious New Year’s resolutions often end in disappointment. So instead of setting unrealistic goals in 2022, business leaders should consider making smaller, simpler changes—and they just might see better results”, says Harvard Business School Professor Hirotaka Takeuchi.
Even before changes...
This is a continuation of key roles expected of the modern branch manager. Some of which are excerpts from my book. Read on…
Using Technology to Improve Customer Service
More companies are using technology to handle customer service in an efficient and cost-effective way. In addition, data management, analytics and insight-driven...
“For Alibaba, employees that share common values and same organizational culture are our most valuable assets.” - Jack Ma
Dear readers, this article was first published in November, 2019. I still find it very relevant especially in this pandemic era, which has brought its own trouble to bank executives who...
A wise man adapts himself to circumstances, as water shapes itself to the vessel that contains it. --Chinese Proverb
Organizational change is very rampant in the financial services, and it has a bearing on how people are treated as well as how they respond to the effect of these changes. In...
- An effective leader delegates effectively (2)
Last week, I started with some excerpts from my book “THE MODERN BRANCH MANAGER’S COMPANION”, and will finish with the second part, as I sign off my contributions in 2022.
The year has been with mixed feelings, the highs and the low moments, but...