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Fantastic Service, No Authority

We’ve all had to endure help desks or the ironically named “customer service officer” when trying to resolve an error, a fault, a bill error or some other issue. Usually, after going through a frustrating automated menu, with the repeated message beginning with the...

The Middle

Our financial institutions split their organisations into various segments. Invariably, they target most of us at the lowest (retail) segment and institutions at the highest. The middle is defined as everything in between. Most banks define this middle as any...

Price and Prejudice

In the main, financial markets have – over time – developed pricing mechanisms to cater for risk and service. Price is used in banking as a risk differentiator. As we saw in the recent movie “The Big Short” not all of it works well but if you compare it to other...