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Operational Leadership in Retail Banking

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OPERATIONAL LEADERSHIP IN RETAIL BANKING

The Last Frontier for Profits

The recent financial crisis has presented banking professionals with a unique opportunity to do the right thing. But consumer trust – like migrating snow birds – has departed to a more receptive, warmer climate. It is frustratingly ironic that banks and financial services – both people businesses – are the two least-trusted sectors globally, while technology – with its complex nanotechnology – is the most trusted. Why? Technology has become a 'people' business. Technology has become customer-friendly and imparts instant pleasure and utility. We must return to the roots of relationship banking and for this, retail banking holds a special place. As retail banking tries to re-establish trust, the following old saying is highly relevant: It is easier to drive birds from a tree than to get them back.

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Caroline Hastings
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