BizBites by Ethique Advisory

For most MSMEs, growth is often associated with marketing, branding, or acquiring new customers. While visibility plays a role, the strongest driver of long-term customer loyalty is operational excellence . Reliable processes, predictable deliveries, and consistent service—rather than flashy campaigns—form the foundation of sustainable growth. Why Operational Excellence Matters for MSME Growth Operational excellence does not require complex corporate frameworks or heavy governance models. For MSMEs, it is about creating simple, repeatable systems that deliver consistent results. When operations become predictable, customers receive the same quality experience every time—building trust that compounds into loyalty. Studies show that even a 5% increase in customer retention can boost profitability by 25–85% , depending on the industry. This makes operational discipline one of the most cost-effective growth strategies for MSMEs. Process Efficiency: The Backbone of Customer Experience Eff...

For most MSMEs, growth is often linked to marketing, branding, or acquiring new customers. While visibility matters, the real driver of customer loyalty lies in operational excellence. It begins with reliable processes, predictable deliveries, and consistent service — not flashy campaigns. Operational excellence doesn’t require Lean Six Sigma or corporate governance layers. Instead, it’s about creating simple, repeatable systems that consistently deliver results. When operations are predictable, customers experience the same quality every time, building trust that compounds into loyalty. Research shows even a 5% increase in retention can boost profitability by 25–85% depending on the industry. Process efficiency is the backbone of customer experience. Efficient workflows may go unnoticed by customers, but they directly influence satisfaction. Deliveries arrive on time, orders are accurate, and issues are resolved promptly. Firms that master operational excellence often see 25% higher p...

  We are living through a leadership inflection point unlike anything the world of business has seen before. For decades, leaders earned authority through expertise, simply because they knew more, had seen more, and carried the weight of experience. Knowledge was power, and seniority was the currency of decision-making. But in a world where AI retrieves, analyses, predicts, and contextualises information faster than any human can, expertise is no longer the leader's edge. Today, effective leadership in times of change requires something far more nuanced, far more human, and infinitely difficult to automate. The leaders who will remain relevant and influential are not the ones who know the most. They are the ones who can discern, orient, stabilise, and create meaning in environments where AI handles tasks once defined by management. We are living in an era that demands a fundamental shift. A shift from being the most knowledgeable person in the room to being the most situationa...