Myths and Mortals

Myths and Mortals
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Today's tech-savvy consumers are demanding a more personal customer experience from their banks, and banks are discovering that mobile services deliver individualized, tailored experiences better than any other technology. The Power of Mobile Banking: How to Profit from the Revolution in Retail Financial Services gives banking and financial professionals a well-researched guide for becoming transformational leaders. These leaders can convert their traditional retail "branch" banks into streamlined systems that deliver personalized services to their customers' laptops, tablets, and smartphones. Written by Sankar Krishnan—a career banker and noted financial services industry thought leader—The Power of Mobile Banking includes strategies for adapting mobile banking practices that suit the needs of both developed and emerging markets. Krishnan also shows how bankers can make their products and services relevant to a new generation of digital natives. Krishnan explores the expanding mobile payment systems that offer a wealth of financial opportunities for banking institutions and includes information on the growth of e-commerce, which holds the potential for new and profitable ways for banks to engage with consumers. The Power of Mobile Banking outlines the practical aspects of adapting to a mobile banking strategy and shows how to put the right players in place to ensure the technology works seamlessly. Once in place, a great mobile system delivers excellent service and benefits to users, as well as real value and unique features that cement customer loyalty. The book also offers advice for bankers who want to increase their bottom line by delving into the world-wide prepaid card market. Krishnan includes a discussion on the risks and hazards of mobile banking and reveals the critical investments that banks must be willing to make in order to avoid losing customers to telecoms, retailers, and technology providers. The time for retail banking to prepare for the new paradigm is now and The Power of Mobile Banking is the guide for professionals who want to adapt, evolve, and succeed in this new mobile-driven world.

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Myths and Mortals

FAMILY BUSINESS LEADERSHIP AND SUCCESSION PLANNING
Andrew Keyt

Copyright © 2015 by Andrew Keyt. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 646-8600, or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at http://www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002.

Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

Library of Congress Cataloging-in-Publication Data:

Keyt, Andrew, 1969–

Myths and mortals: family business leadership and succession planning / Andrew Keyt.

pages cm

Includes index.

ISBN 978-1-118-92896-7 (hardback) – ISBN 978-1-118-93229-2 (epdf) -

ISBN 978-1-118-93230-8 (epub)

1. Family-owned business enterprises – Succession. 2. Family-owned business enterprises – Management. I. Title.

HD62.25.K49 2015

658.4′092 – dc23

2015007884

Cover Design: Wiley

Cover Image: Monument © iStock.com/Djete;

Circle Paving © iStock.com/daizuoxin;

Walkway © iStock.com/STILLFX;

Young Man © iStock.com/Alija

To all of the graduates of the Loyola University Chicago's Quinlan School of Business Next Generation Leadership Institute. Your willingness to take on challenges, dream big dreams for both your families and businesses, and step into authentic leadership is the inspiration for this book.

And

To my parents, Marcia and Douglas Keyt, who gave me the foundation to find my own path, a path true to who I am


Preface

It was the early 1990s. I was a fresh college graduate. Like many fresh-outs, I wasn't sure what to do with my life. I was passionate about people but didn't know how to turn that into a career. Becoming a psychologist was an option, but the life of a therapist was unappealing.

I felt very lost.

In my quest to match my passion with a career, I returned to my roots. My grandfather was a county judge in Ohio; my father was an attorney for Northern Trust in Chicago; my brother, a paralegal, was on track to become a lawyer. So what was my natural conclusion? Pursue law. I tested out the idea as a paralegal.

While working as a paralegal, I traveled to San Francisco to meet with a client. It was April of 1992. I remember it clearly. While I wasn't particularly enthralled with the work, I felt important as a 22-year-old flying cross-country to hobnob with attorneys and business people from a large multinational corporation. One night, while I sat in my hotel room at the Hyatt Embarcadero, the phone rang. It was my father. I knew something was wrong. My father never called. Normally, my mother called and handed the phone to my father: “Here, talk to your son.”

My father (age 52), who had quit smoking 15 years before, said he had lung cancer.

I was shocked. Then I, along with my mother and two brothers (I am the middle child), rallied around the idea that it could be treated. My father would beat the cancer.

Slowly, it became clear that he would not. The weekend of July 4th 1992, my father was determined to get up to our summer home in Wisconsin for our annual family vacation. Because he was undeterred, we flew him up from Chicago. It was a short-lived and frightening vacation. He was hospitalized and then Medivacced to Chicago. For the next month, our family life was organized around getting our work done as quickly as possible, so we could spend as much time as possible with him at the hospital.



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