Managing the New Turmoil in Banking

My article "Managing the New Turmoil in Banking" was published in the Deluxe Knowledge Quarterly.  You can read it here.

Key takeaway: bank customers used to take the soundness of the institution for granted.  Now they worry.  Perhaps needlessly, but they worry nonetheless.  Your personnel need to address customer concerns, even though they have never faced such a high level of worry, they are not trained for such issues, and their branch managers have no experience or training on such worries.  It's quite a challenge for bankers.