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The Currency of People

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Leading a customer-focused bank

A few years ago, I met a young Customer Contact Centre colleague at an orientation meeting who had started work with us that very day. It was her first job. I introduced myself, asked her name and we had a quick chat. The next day I was in the lift and happened to come across her again. I asked how her first day had gone. She told me that it was brilliant; she was so excited to be able to tell her mother that "the CEO knows my name and what I do".

That one experience made a lasting impression on me. It was a short encounter, but it captured the essence of what was important to people and became a career-defining moment. It made me think, what really makes the difference when it comes to leading an organisation and creating a successful business?

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