'It's not just about playing a round of golf': George Kinder on what needs to change in financial services

The thing that has had its day is making "financial" more important than "service". It's basically the notion that "products" are still more important than the "customer" or that the "advisers ideas" are more important than the "client's concerns", or it's the "financial company, the brand" that's more important than the "consumer". This is an issue from the top down. I've been with many a CEO who thinks they're the most important person in the room. If that's leadership, then that's what their advisors are going to model. When the client comes in, it's the adviser who's the mos...