Tim Sargisson: Knowing the price of everything and the value of nothing

Last month, I posed the question about what financial services could learn from the demise of BHS and Austin Reed. My point was that once a business is no longer relevant in the eyes of its customer, it's not a question of if, but when it goes under. BHS and Austin Reed lost their relevance and sadly no longer resonated with their customer base. My point was that to survive and ultimately to succeed we have to better understand what our customers want. We accept that today's consumers are more demanding, but at the very least it's reasonable for a customer to expect that a business...