“Too much of this industry has just been playing to play. . .”

“Most banks should be overhauling their approach to strategy. Too much of this industry has just been playing to play, not playing to win, as if simply existing means that they deserve to make a profit. That is not how the world works. Many banks need to figure out where they need to play and how to really, really create value for their consumers. The problem is that to too great an extent, banks think their customers are just ‘theirs’ and will remain no matter how they are treated. They aren’t. And they are peeling away lots of their business to other providers who treat them as valued customers—whether for mutual funds, retirement products or mortgages. Banks need to think differently about strategy—sooner rather than later.”

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“Too much of this industry has just been playing to play. . .”

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