Sunday, January 24, 2021
“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...
Maya Angelou once said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Two weeks ago, I shared a few practical tips on how banks can use relationship banking to protect their customers’ funds. Last week, I...
  “Ignoring technological change in a financial system based upon technology is like a mouse starving to death because someone moved their cheese” – Chris Skinner  Digital banking and most often, mobile banking has created huge opportunities in terms of social inclusion and accessibility. This is furthermore important now, when the world...
"Challenges are what makes life interesting. Overcoming them is what makes life meaningful" -- Joshua J. Marine In this era of pandemics, all banks are reminding their customers to go digital. This is a very good advice to give, but how is this being implemented? Let us look at some feedback...
This week, I am starting a series that reflects many bankers’ headaches: Losing customers. It is important to reflect on what a bank is doing or not doing right. Sometimes more than half of some banks’ account holding can be classified as inactive or dormant. Despite the beautiful edifices,...
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