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.
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.