Why is service still such a problem?

How can financial service organisations set themselves apart from the competition? The clue is in the name. Service is vital to the success of our market. Whether life and protection insurance, banking, or the pensions savings and investment markets, service is the medium by which clients of all types assess our ‘product'. There's nothing physical to see, smell, touch or taste but the way we make people feel about their interaction with us is vital. Service is everything. So, why does it appear to be so consistently bad? Looking through the trade press over the last months, a constant...