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Munger, Kissinger and rat-miners have pushed trust back into the spotlight
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Bank of India (RBI) has been expressing concern over regulated entities paying greater attention to customer acquisition over customer service; the central bank has been signalling the virtues of customer service to its regulated entities. Clearly, the fraying of trust has got regulators worked up.
Businesses mistook past forbearance and post-pandemic relaxations as a licence to push the envelope. And so, while the regulatory displeasure is welcome, the timing is curious; any regulatory push for customer service becomes credible only once it acquires a customer-centric stability and sheds its campaign-centric seasonality.
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