“Start with good people, lay out the rules, communicate with your employees, motivate them and reward them. If you do all those things effectively, you can't miss” Lee Lacocca
Dear readers, the latest Bank of Ghana Fraud Report for 2019 sent shivers down my spine. “Not again”, I muttered to myself....
Our lives begin to end the day we become silent about things that matter
…Martin Luther King, Jnr
Dear readers, last week I looked at the dilemma faced by bank staff when it comes to whistle blowing. Let us examine some of the problems that internal staff have to battle with...
“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...
“Your most unhappy customers are your greatest source of learning” ~ Bill Gates
Dear reader, welcome to a new series involving the painful customer losses. The bank and customer relationship or the contract terminates by closure of the account at the request of either party. This can be by mutual agreement,...
“My own experience is, use the tools that are out there. Use the digital world. But never lose sight of the need to reach out and talk to other people who don't share your view. Listen to them and see if you can find a way to compromise”. Colin...
“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...
Last week, we examined the need for continued assertiveness by bank staff despite the changing scenarios in banking under the new normal. Once again, I wish to emphasize the appreciation of readers to differentiate assertiveness from aggressiveness. When a person acts aggressively, they ignore the feelings of others and...
“The biggest concern for any organization should be when their most passionate people become quiet. Never push loyal employees to the point where they no longer care”!
I am a loyal fan/follower of Brigette Hyacinth, who is a bestselling Author, and an International Keynote Speaker on Leadership, Management, HR, Digital...
“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 is...
“Nothing is impossible, the word itself says I'm possible"!
-Audrey Hepburn
It seems heart-warming to see how opportunities are being taken amidst the COVID 19 crisis. Living in this era brings with it, mixed emotions- the good, the bad and the ugly. For every venture that institutions are undertaking, it has...