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To show that retail bank executives across the world are awakening to a realization that long‐term growth and profitability hinge on their ability to attract and retain loyal customers.

In Bain's experience, the best tool for gauging the benefit of fostering customer advocacy is the “Net Promoter™ Score” (NPS), a measurement developed by Satmetrix Systems, a Silicon Valley‐based software and services firm that specializes in customer experience management.

US banks earn an average net promoter score of just 6 percent – far below those of leaders in the personal computer, property and casualty insurance and car rental industries. The NPS of German retail banks is just 13 percent, on average; meanwhile UK banks rate a dismal minus 6 percent.

A recent global benchmarking study by Bain & Company reveals that bankers recognize they have a problem. In the study, bankers rated the building of strong customer relationships as one of their most important keys to success. Yet they acknowledged that they were not doing a good job of rising to that challenge.

The Bain study found that banks acknowledged six imperatives as crucial to winning over new customers, deepening relationships with existing account holders and reinforcing all customers' perception that they receive superior value:

Strategic managers in banking and other industries must manage to six imperatives: design products and services that offer a truly captivating value proposition and generate genuine consumer enthusiasm; understand their target customer segments in detail and communicate with laser like precision; systematic nurture of new‐customer relationships; manage the customer experience, not just the account; dare to be different; and concentrate on measurements that enable anticipation of customer behavior.

The COVID-19 pandemic necessitated a significant shift in how employees executed their professional responsibilities. Concurrently, the incidence of cybercrime experienced a noteworthy surge due to the increased utilisation of cyberspace. The abrupt transition to telecommuting altered the interpersonal dynamics inherent in traditional work environments. This paper aims to examine the impact of interpersonal factors on the cybercrime preventative measures adopted by telecommuting employees.

A conceptual model, grounded in the Theory of Interpersonal Behaviour, is evaluated through an online survey. The data set comprises responses from 209 employees in South Africa, and the analysis uses partial least squares structural equation modelling.

The results reveal substantial predictive power to explain cybercrime preventative behaviours. Notably, the study underscores the significant influence of habit and affect on intention and subsequent behaviour.

The results suggest that practitioners should give due attention to emotional dimensions (affect) as a catalyst for information security behaviour. The formulation of employees’ information security responsibilities should be pragmatic, fostering subconscious compliance to establish routine behaviour (habit).

This research underscores the pivotal roles played by habit and emotions in shaping behavioural patterns related to information security. Furthermore, it provides researchers with an illustrative model for operationalising these constructs within the realm of security. The results contribute additional perspectives on the repercussions of the COVID-19 pandemic on cybercrime preventative behaviours.

Banks have worked hard to improve their bottom‐line performance by focusing relentlessly on cutting costs. The effort made banks leaner, but essential as those efficiency gains have been, they did little to reduce costly customer defections. This article demonstrates that banks' long‐term growth and profitability hinge on their ability to attract and retain loyal customers and describes the key disciplines they need to master to become customer‐led organizations.

The article is based on the results of a global benchmarking survey of senior executives and customers at 30 major retail banks serving 170 million clients in 15 countries to ascertain what factors they saw to be most important to the success of strategies to promote organic revenue and profit growth.

The study revealed that the best‐performing banks garner the highest marks across the entire spectrum of managing the customer relationship. On average, banks that excel across all dimensions of acquiring and retaining loyal customers outgrow their peers and boost their return on equity.

Putting customer loyalty at the heart of their growth efforts requires banks to nurture the faithful core of their customer base and hone their skills for spotting and attracting the right new customers. The article describes how banks can design the right propositions by identifying target segments and crafting experiences to delight them, deliver on these promises by focusing the entire company on them, and use customer metrics to refine their products and services and develop organizational capabilities to delight customers again and again.

This paper aims to clarify the factors that affect the formation of organizational human capital competitive advantage (OHCCA) and construct its structural dimensions.

This research method adopted grounded theory using 20 interviews of managers from 10 companies. Relevant literature was reviewed to conduct open coding, Axial coding and selective coding to ensure OHCCA concept and dimensions.

Studies have shown that OHCCA formation of results from investment and collaboration of three levels: organization, teams and departments and employees. OHCCA formation is composed of three dimensions of organizational human capital investment: planning, practice and stock.

This research enriches the organizational human capital and competitive advantage theories.

The practical significance is to provide theoretical and practical guidance for organizations in creating OHCCAs.

This research is the first to propose and define the OHCCA concept and construct a three-dimensional structure model. Furthermore, this research has revealed the leading factors that affect OHCCA's formation process.

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Retail bank executives across the world are awakening to a realization that is obvious to managers in just about any other industry: Long‐term growth and profitability hinge on their ability to attract and retain loyal customers.

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

The threat posed by nuclear weapons to world peace need not be exaggerated. Advancement in science and technology has enabled us to go for a complete annihilation of not only the Homo sapiens but all the species on earth. Should we permit our idiocy entangled with the nuclear weapons to destroy us or should we, the thinking animals, permit our wisdom to outlive the demonic nuclear weapons, is a question that is being asked by sensible people all over the world today. Just public denouncement of weapons of mass destruction is un-utilitarian. Mankind has been hearing such hollow, absurd words ever since the first atomic test. We have been feeding ourselves on a diet of hypocrisy. If it is not that what else is CTBT? Should the world permit demons to chant mantra? Isn’t it time to recognize that the world is governed not by saints but by Satans? (This is because rise and fall of civilizations has taught us that might is still right.) Isn’t it time to understand that only a metamorphosis of the Satans into saints can save the world? If we know that well, we should start thinking how the nuclear Satans could be transformed into nuclear saints and it is only logical that the nuke Satans should take initiative in transforming themselves, which alone would salvage the world. The present study is premised on these assumptions.