It is generally accepted that strong leadership has authenticity built in as one of its basic tenets: without being completely clear about what you stand for, you can never hope to build a loyal following. If that is true for our organisations, why would it be different for our brands ? In 2005, Paul Middlebrook …
Admit Your Mistakes (Bank Branding Series – Post # 3)
For the third item on the list of things banks can do to protect and revive their brands in the current crisis, I talked about the importance of admitting your mistakes. In my initial blogpost, I wrote: “As human nature goes, admitting our mistakes can be hard – especially when responsibility is shared. For the …
Providing Great Service (Bank Branding Series – Post #2)
Following up on my last post, where I talked about the importance of “finding out what customers value”, I’d like to explore a little bit more what it means to provide great service. In the wealth management industry, much like in many other service-oriented industries, customer service is a key differentiating factor. In fact, some …
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