In some of
my past blog posts I discussed the significant value a good reputation has by
example of Switzerland’s repute as a high-quality producer of products and
services. I showed that there is concrete evidence that a good reputation and
the trust that it engenders in potential customers is not only an exercise for
“doing good for goodness sake”, but also translates into hard cash and profits
(see my recent blog entry on "Dismantling of a Swiss Holy Cow"
). Many corporations, due either to considerable competitive pressure or simply
due to the myopic imperative of maximizing profitability, take short-cuts or systematically exploit the vulnerable.
So it seems to be the case with Zara, the fashion house of the Inditex Group.
Wednesday, February 19, 2014
Mass Immigration, the
Growth Imperative and the Creative Metropolis
In Switzerland, votes can quickly turn into a political thriller accessible
to the public. Here, the people as the ultimate sovereign has the right (which
is rather exceptional compared to other countries) to say “stop, not like
this!” in a vote, notwithstanding the recommendations of its government, of
wealthy interest groups or expert warnings. This was the case with the recent initiative
against mass immigration launched by the SVP that has won with a narrow
majority of votes.
The reactions to this result produced quite predictable waves of
indignation, hyperbole and panic (while the winners’ joy was a bit muffled):
Switzerland at the economic abyss, an isolated island of happy xenophobes, a
nation of spoiled farmers who tore open the “Röstigraben” and slapped the EU.
Is this outcry justified?
Wednesday, February 12, 2014
The Swiss vote on immigration
Switzerland did it again: Swiss vote on immigration as a challenge to European integration. http://nyti.ms/1h4S2B2
Thursday, February 6, 2014
Jungle Camp Stakeholder Management
I have watched the German jungle camp (“I am a celebrity…Get me out of here”; and the confessions end here). Much has been written and discussed on this broadcasting format in which more or less famous participants face nauseating tests in the jungle with the world watching. Let’s look at the jungle camp for a moment from the perspective of corporate stakeholder management. Stakeholder management aims at generating as much value as possible by including the stakeholders of an organization, in order to achieve what is called integrative or “win-win” results. In our thought experiment, let’s assume that RTL is the company we look at, which sells and broadcasts the product “jungle camp”.
Thursday, January 23, 2014
The initiative against mass immigration: Is it really just about immigration policy and economic success models?
A lot is at stake with the upcoming initiative against mass immigration. With the termination of the agreement on the free movement of persons with the EU (one of four fundamental freedoms), all the bilateral agreements between Switzerland and the EU might begin to totter. Economic circles are fighting the initiative at the forefront by stressing the importance of the free movement of persons in order to meet the demand for qualified labor. In this view, a change of course could only happen at the expense of the economic success model Switzerland.
Economic circles tend to argue similarly with all initiatives that could have negative effects on them. In their perspective, this is understandable in principle.
Economic circles tend to argue similarly with all initiatives that could have negative effects on them. In their perspective, this is understandable in principle.
Monday, January 6, 2014
Dismantling of a Swiss Holy Cow

In my last blog article, I took a look at the
deterioration of the brand “Swiss” and noted that this was in part due to the
negative publicity that Switzerland has been getting abroad concerning its
banking secrecy and opportunistic taxation schemes. While Swiss banking secrecy
may now soon be something for the history books, it is still interesting to
note that the Swiss banks and taxation regimes originally had their roots in
virtues, and not vices. Whereas most of Europe featured unstable governments
and legal frameworks, engaged in endless wars and built their “social contract”
on the premise of mistrusting its citizens, Switzerland provided stability in
both governance and law, was largely peaceful and had a basic “social contract”
that espoused trust before mistrust (this being in part a consequence of its
direct democratic tradition and a source of the extensive privacy rights as
pertaining to financial matters). This resulted in the flourishing of the Swiss
banking sector as it attracted wave after wave of foreign depositors, fleeing
instability, insecurity, and states more interested in the gleaning of the
wealth of its citizens than in the provision of needed services. While
Switzerland – again, beginning with a virtue - for centuries already practiced
a strongly decentralized (federalized) “good governance” regime which paired up
freedom with accountability by allowing every commune and canton to freely levy
their own taxes and invest these resources as best they saw fit, thus also
creating a healthy competition to keep a sound budget and make wise
investments, much of Europe experienced just the opposite: top-down directives
with little to no citizen participation and consequently freedom and
accountability.
With time, however, bit by tiny bit, these virtues
became corrupted. Banking secrecy became no longer so much a reflection of
privacy and trust between citizens and their state, but rather was a convenient
pretense for the easy garnering of money from abroad. On the haughty altar of
“discretion”, Swiss bankers would willingly bunker the millions and billions of
dictators, tyrants or simply the clever evaders of taxation in their home
countries. Much the same happened with the taxation regimes in Switzerland. Cantons
and communes realized that much money could be made by adroitly positioning
themselves in a zero-sum race to the bottom and attracting wealthy individuals
– for whom special taxation schemes would be negotiated – and global companies
in search for a more profitable tax haven from which to conduct their business.
This led to the proliferation of countless “mail-box” companies which had
little or no real connection to Switzerland.
Since the recent financial crisis and its accompanying
scandals, however, the EU and the USA have increasingly started to put pressure
on Switzerland (as also on other similar finance and tax havens, although often
conveniently omitting some of their own) to change its “bad habits”. While a
minority of Swiss citizens has always openly criticized its banking and
taxation practices, and probably a healthy majority in private moments admitted
to the status quo being ethically questionable, the matter was nevertheless
nothing less than a “holy cow” amongst the Swiss economic and political
establishment. So strongly was this self-righteousness engrained, that when a
professor at the renowned Swiss Business School of St. Gallen was openly
critical of this situation in an interview with a German magazine a couple of
years ago, some voices (granted isolated, but nevertheless remarkable for a
country with a rightfully proud democratic tradition with guaranteed
free-speech) branded him as a national traitor and demanded his immediate
demission!
It is a well known and studied phenomenon that countries
that are blessed with ample natural resources such as oil, are often cursed
with having their economies develop asymmetrically with an over-dependence on
just these natural resources. As with abundant natural resources, the
incentives that the Swiss legal system and historic precedents provided also
resulted in relatively “easy money” to be made in the finance sector. Some of
the nefarious side-effects of this in turn resulted in what may well be deemed
an internal resource and brain-drain, as investors invested in the areas of
greatest returns for the least risk (and for a long time, the Swiss private
banking sector was a very low-risk investment, as success was not so much based
on any unique, rapidly changing know-how but a legal framework which virtually
ensured its competitive advantage) and many of the brightest labor market
entrants turned their back to work in other sectors such as for example the
risky high-tech area or lower-margin machine industry, in favor of the far more
stable and lucrative financial industry.
While Switzerland still has a highly sophisticated,
diversified and competitive economy, always jousting for the top spot in global
assessments, there is a real risk and an increasingly high price that
Switzerland has to pay for its extensive financial center. Apart from public
bailouts (such as the UBS in 2008) and the internal resource and brain drain,
the very fact that salaries paid in the financial sector are so high drives up
concomitant costs such real-estate, making it increasingly difficult for, say,
high-tech companies to get started in the country. Starting an export oriented
business from scratch in Switzerland is simply prohibitively expensive,
especially if the returns, as in many high-tech sectors, take years to
materialize. Add to that the finance sector’s negative impact on the overall
reputation on Switzerland, and you can well comprehend that the Swiss financial
industry is increasingly unpopular also in Switzerland.
The tragedy of this entire matter is however that the
age old Swiss social contract of trust between the state and its citizens may
now have to be sacrificed in view of the financial center and taxation policies
of decades past. The United States, long also a bastion of individual freedom
and with a delicate awareness of privacy rights, has already sacrificed much of
this on the altar of national security. The question thus remains one of just
how much freedom are we willing to sacrifice for security, and how much privacy
for fairness.
Manuel Dawson
Tuesday, December 17, 2013
Are Customer relations friendships?

However, the human relationship between the customer
and the company is being abused more and more as a sales gimmick. At Starbucks,
you’re the barista’s best friend; you belong to the IKEA family or the
salesperson at the high end Ralph Lauren store trusts you with her very own
preferences.
The staff in shops or restaurants is instructed to
create a feeling of closeness through simulating a strong friendship. Customers
get the feeling that you really like them. But in reality it is only about
encouraging them to buy more. It’s not about the individual and understanding
and considering his or her personality and needs, but about hard selling and
sale success. So customer focus ultimately only serves the purely financial
success of a company and doesn’t add to the perceived quality of life of a
particular customer.
However, in a humanistic perspective, human beings are
considered as ends, not as means. Each human being is a unique person with
specific interests and values. Already in the 1970s, Erich Fromm called for
recognizing the “oneness” of people in a capitalist society, instead of
considering them only in anonymous customer group categories in terms of
“sameness”. Pretend friendships exploit our human peculiarities.
The employees of companies with such sales strategies
are exposed to an emotional dilemma. They are asked and usually also trained to
put their human abilities in the service of financial ratios. As a customer you
also face a dilemma: How should you interpret the kindness of the salesperson?
If it is authentic, you don’t want to reject it, but if it’s only manipulative,
you can’t and don’t want to trust their advice.
However, recent empirical 1) evidence confirms
that the trustful treatment of people and their recognition is crucial to the
perceived quality of life. I hope that in 2014 you will have the opportunity in
your professional life to contribute to the quality of human life.
1) Anderson,
C., Kraus, M. W., Galinsky, A. D., & Keltner, D. (2012). The Local-Ladder Effect: Social Status and
Subjective Well-Being. Psychological Science, 23, 764-771.
Wednesday, December 4, 2013
On the Pope’s criticism of
today’s economic thinking
Last week the Pope published his text “Evangelii Gaudium”, in which he is
giving different inputs for reorienting the Catholic Church. Although I am not
Catholic, I was interested in his statements about the challenges of today’s
world and especially in his criticism of our current economy.
In quite a positive way, he recognizes the improvement the economic
system brought to “people’s welfare in areas such as healthcare, education and
communication”. Yet he blames this economy of “exclusion and inequality”. He
thus asks critically, “how can it be that it is not a news item when an elderly
homeless person dies of exposure, but it is news when the stock market loses
two points?” And he continues: “Today everything comes under the law of
competition and the survival of the fittest, where the powerful feed upon the
powerless.”
I was especially amazed by his criticism of issues that have also been
discussed by the stakeholder theory for the past few years. One example is his
critique of the free market.
However, he makes no specific suggestions as to how extreme
competitiveness could be limited. In contrast, the stakeholder theory proposes,
for example, to focus more on the potential of cooperation among stakeholders,
based on the resource based view of strategy, instead of pure competition:
Through the cooperative pooling of resources, innovative solutions to issues,
products and processes can be found, according to the stakeholder theory, which
a single stakeholder who considers others only as competitors could not find.
It would have been interesting to learn whether the Pope could in addition to
this instrumental perspective on cooperation also offer a normative view, in
his case based on the Catholic faith.
The same could be said about his criticism of the concept of human
beings that prevails in economy. Certainly, many economists would agree with
the Pope’s analysis that “the denial of the primacy of the human person”
predominating classic economic theory is questionable or wrong. A growing
number of publications are increasingly critical of the basic concepts of
economic theory, in particular of the hypothesis of human self-interest. In
this sense, the Pope states, “the socioeconomic system is unjust at its root.”
This criticism also calls for the question of which normative concept could
form an adequate basis for a more realistic image of human nature. The Pope
refers only summarily to the need for ethics: “Ethics – a non-ideological
ethics – could make it possible to bring about balance and more human social
order.” One can assume that he refers to Catholic social ethics. One can add
here that there are also ethical approaches not tied to a specific denomination
or religion, which are therefore also acceptable to non-Catholics.
Our reflections on stakeholder theory refer to a humanistic approach
based on Kant. This approach considers human beings always as ends, not means,
also in economic interactions. In this view, the different values, norms,
interests and capabilities have to always be considered and taken into account
in economic and business activities. Such a general humanistic approach not
only addresses believers of a particular denomination, but its
non-denominational claim makes it a fundamental norm also for economic
activity.
Edwin Rühli
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