Category Archives: Purpose and Values

HAS BUSINESS LOST THE HUMAN TOUCH IN CUSTOMER EXPERIENCE?

I well remember the time Banks in South Africa centralized the granting of credit and mothballed Bank Managers. This was aggravated with the introduction of ATM’s which, although it provided quick access to cash, further succeeded in distancing the customers from their Banks of choice. The personal relationship changed from the warmth of working with […]

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03 PURPOSE AND VALUES

Peters and Waterman in their blockbuster book “In Search of Excellence” write: “Let us suppose that we were asked for one all-purpose bit of advice for management, one truth that we were able to distil from the excellent company’s research. We might be tempted to reply, “Figure out your value system. Decide what you company […]

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