He said customers now want everything yesterday.
Having worked in the banking industry for over 18 years, he saw the shift between the relationship of customers and the banks.
In the past, customers used to hold banks in awe, sometimes to the extend of being a little fearful of them. Now, it's the other way round.
Well, as our society gets more sophisticated and as more people are educated, do people demand faster, cheaper and more? Do people expect better service, better quality and more?
As businesses up the ante in response to competition, what are previously extras becomes the standard norms now.
Of course with news of scandals, insiders' trading, scams and the objective of maximizing profits at all costs, the banks now have to cope with the issue of trust. It's not just the banks' problem. You can see it in many corporations.
My take is the customers do not want everything yesterday. They do it because they cannot trust you to deliver.