Rising from the Mailroom to the Boardroom

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Looking for Meaningfulness in Customer Service Mottos

In some parts of the world, the reputation of the financial services industry has been tarnished by scandals, poor practices, and shoddy self-serving cultures. As a consequence, the financial services industry and other businesses are refocusing their efforts on meaningful customer service practices. This chapter reflects on a time when a bank's motto was “we do more for you personally,” and how those customer service imperatives helped to encourage innovation and shape contemporary professional governance, risk, compliance, and assurance practices. It explores recent changes to the “purpose of business” across the broader business environment; and it puts into perspective the wisdom ...