All companies have to pay some regard to their customers – I would argue that banks have found this hard. Take retail banks where customers are on the whole disengaged from their banks, they don’t expect much and don’t consider changing to a new bank. On the other side of the counter bank staff have to contend with a myriad of rules and regulations. It reminds me of a project I did once for a famous pizza chain – they had 47 separate standards when cooking and serving a pizza. The poor pizza operatives (yes that was their job title) were so afraid of the mystery shopper that they didn’t even consider the customer – their god was the 47 standards.
Only when bankers get a deep understanding of who their customers are and what turns them on will they get truly motivated to deliver the highest standards. Not because a regulation says you must or must not do something – but because you have a connection with someone, someone you want to help out, someone you want to do the right thing for.