15. These marketing campaigns also aim to define a corporate culture. What is necessary is to reflect on the corporate culture.

16. Your bank knows its customers and has them fixed in detailed Powerpoint presentations. Customers however are seldom properly identified.

17. Your bank never asks you what you really want. They usually ask you what they want. Customers are never asked when new products are developed and implemented. Secrecy reigns until they are revealed to the market.

18. Your bank has never conducted a customer journey – from beginning to end. What it is like to use e-banking, or stand in a queue, or add a signature to an online application, or fill out a complicated form. What they know is that it takes three weeks to open an account.

19. Your bank bosses haven’t visited a branch office or call center in years. If they have, then only for motivational chats, rather than to see how things actually work.