Monthly Archives: August 2011

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Leaders must step up to avoid excessive risk taking in financial institutions

Aug 23rd

Bank reforms will not stop banks from taking excessive risks in the future according to an academic report by Professor Simon Ashby (i), released today.  He says that, without a cultural change, excessive risk appetite will continue.

Twenty senior risk professionals from the banking industry took part in the study.  They placed much less emphasis than external experts (who have predominantly reported before)  on economic and market factors, such as low interest rates or the growth in securitisation, and much more on human and social aspects of the crisis within the institutions and the regulatory machinery. Instead, they saw inappropriate risk



The real value of customer service

Aug 08th

We’ve all heard and experienced a lot of claptrap about customer service. Which company doesn’t put their customer first? Or rather which company really does? Of course there is good theory (e.g. ‘the Customer value chain’ showing that higher customer service leads to higher profits₁)

I’ve been working recently with two companies which really do go that extra mile and see customer service as major competitive advantage. They’re both in very different markets – one high end luxury consumer brand, the other a commodity supplier, essentially business-to-business. Both are in ‘challenger’ market positions, with some much bigger and more powerful brands