Imagine if banks really understood their value

mediocrity

I feel stirred having read this article in the National Post yesterday (Scotiabank’s outgoing CEO Rick Waugh: Customers may not like us but they feel comfortable and safe) for several reasons.  The headline certainly grabbed my attention because being proud of customers not liking you but feeling comfortable and safe seems to suggest that our banking system is lacking something that every other business I know desperately needs…an attitude that customers DO like them as well as feeling comfortable with their service.  If you read the article you might note that the outgoing CEO has been with Scotia for more than (yes more than) 40 years.  The incoming CEO has been with Scotia for 30 years.  Hopefully I don’t need to point out the obvious but when you have people that have been in one environment for that long it would be reasonable to conclude that their ability to offer new perspective is significantly hindered by their lack of exposure to other environments and ideas. Continue reading “Imagine if banks really understood their value”