Ed­i­tor’s Desk

There is a re­cur­rent theme run­ning through this is­sue of Busi­ness First mag­a­zine and it goes some­thing like this: if you pro­vide your best service to clients and sup­pli­ers, ev­ery­one comes out on top – in­clud­ing cus­tomers.

Business First - - CON­TENTS -

Jonathan Jack­son

Ed­i­tor, Busi­ness First Mag­a­zine It’s a pretty sim­ple mes­sage and an age-old tru­ism. For Roger Gille­spie of Bakers De­light, a win-win can be found in the de­liv­ery of fresh prod­ucts by all in­volved in the mak­ing of th­ese baked goods.

“There is a com­mit­ment to each and ev­ery cus­tomer; the bread is real and made on site and ev­ery­one from the fran­chisor, to the sup­pli­ers, to the cus­tomers has to be in a win­ning po­si­tion be­cause we want to be as good as can be at what we do,” Gille­spie says.

For Elec­tranet’s Ian Stir­ling long-term re­la­tion­ships are key to growth and suc­cess. In an in­dus­try such as en­ergy, it’s th­ese re­la­tion­ships that al­low you to pay less for your en­ergy sup­ply.

Stir­ling says, “Es­sen­tially we of­fer our cus­tomers a long term, 15 or 20 year con­nec­tion service. We man­age the con­struc­tion risk on this by of­fer­ing a fixed price un­less there are fac­tors we can’t con­trol. How­ever we won’t say to the cus­tomer dur­ing the con­struc­tion that the price of do­ing busi­ness has lifted by 15% - that’s our risk. If it does rise we’ll ab­sorb the cost.”

It is that type of at­ti­tude that cre­ates loy­alty. And loy­alty means a win-win sce­nario for all in­volved.

Another com­mon theme in this is­sue is tech­nol­ogy shift. As tech­nol­ogy im­proves, ex­pec­ta­tions around what it can do for us height­ened.

Jamie McPhee, CEO of Mem­bers Eq­uity, is a technophile. Since he ar­rived at the bank he has been push­ing tech­ni­cal in­no­va­tion and it has paid off.

“We be­lieve that peo­ple will in­creas­ingly want to in­ter­act with their bank through mo­bile de­vices and will use the branch net­work much less. We looked at ING Di­rect, which de­ployed its busi­ness model in 1998 with­out a branch net­work and gained 5 per cent of the mar­ket quite quickly in the In­ter­net era. What we want to do is take the next step and build the best dig­i­tal bank in the dig­i­tal era.”

McPhee who adorns our cover this is­sue has some in­ter­est­ing points to make about the digi­ti­sa­tion of the workspace and dig­i­tal dis­rup­tion as does UXC’s Nick Mescher. Mescher be­lieves that most busi­nesses are run­ning en­ter­prise wide sys­tems and multi-year projects built on care­fully con­structed busi­ness cases. It’s an old model. Busi­nesses to­day should be look­ing at dis­rup­tion com­ing from speed-to-mar­ket ac­cel­er­a­tors.

“We can bring com­pet­i­tive ad­van­tage to mar­ket rapidly, by spin­ning up lean projects de­liv­ered by dig­i­tal ex­perts who see op­por­tu­ni­ties in emerg­ing tech­nol­ogy.”

It is an in­ter­est­ing world we live in to­day. Tech­nol­ogy has changed the way we work and in­ter­act; it has changed busi­ness mod­els and strate­gies, but one thing re­mains the same and that is no mat­ter what changes the end goal must be con­sum­mate de­liv­ery to clients and cus­tomers.

Which brings us back to the win-win sce­nario.

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