I recently overheard a frustrated Lean specialist lamenting that her employer, a large Canadian bank, will never support the level of change that Lean requires. Given the recent behavior of the Canadian retail banking industry, I’m wondering if the root cause is not ignorance, as often assumed, but a lack of commitment to customer value…. read more.
Archives for November 2015
Another look at bad profits
Bad profits, as aptly defined by marketing guru Fred Reichheld, are those gained by charging customers for things that they aren’t happy to pay for. Reichheld cites examples we all know too well – bank service charges, airline change fees, telecom roaming charges, hidden fees on mutual funds, you name it. But what about profits… read more.