Financial services companies find themselves confronting more and more turbulence. The industry has not only seen significant changes in regulations, but the competitive environment has changed as well. Customer focus and customer satisfaction have emerged as critical differentiators even as the cost of services are in decline due to savvy investors and value conscious customers. The pressures on standalone institutions have dramatically increased as mergers and acquisitions become more prevalent.  The challenge for banks, credit unions, and other financial services organizations is to streamline operations and increase customer satisfaction while dealing with diminishing margins. New leadership skills are needed at all levels to ensure growth and to create a powerful culture to support critical business strategies.