Service excellence is so much more than merely pulling another rabbit out of another hat. It has to be the right rabbit, from the right hat. But wait there’s more….it’s equally important how you pull the rabbit out of the hat and when exactly you pull the rabbit out of the hat. Did you remember [...]

A trusted friend recently reminded me that it is by no mere coincidence that humans have 2 ears and one mouth. Although we are obviously more equipped to receive than transmit, both are absolutely essential for clear communication and absolute understanding.   In the present age of information where it is practically impossible to be out [...]

The Great Recession of 2008 had a lasting effect on the public perception of investment banks. The net result was a general lack of trust in the investment banking community and a need for improved transparency in the move to gain back that trust. Although South African investment banks were largely not party to the [...]

Developing a really compelling offering into a competitive market is a challenge. Today, the offering, as we term it, is a unique combination of services and products which form the overall proposition to an organisation’s customers. Within a competitive market the uniqueness, coolness, functionality, price and value adding services, in combination, will determine the success [...]