Bank of Montreal 2007 Annual Report Download - page 10

Download and view the complete annual report

Please find page 10 of the 2007 Bank of Montreal annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 146

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140
  • 141
  • 142
  • 143
  • 144
  • 145
  • 146

In every area of BMO we are examining the impact of our actions and our decisions
on our customers. It is central to our priorities and it is showing up across all of
our businesses. The introduction of AIR MILES loyalty recognition for debit card users
this spring rewards clients who have a primary relationship with us, where we
truly are in a position to help them make the right choices. Shifting our resources
to expand the mortgage specialist sales force in the Bank brings us closer to our
customers and away from the mortgage broker channel where margins are poor
and it is hard to manage the customer experience. Having everyone in our company
see themselves as working for the customer –whether they sit on the front line,
in the back office, or in a critical corporate function –generates enthusiasm and
commitment in our bankers, in all of our employees. When I read this Annual Report,
it confirms for me their determination and passion for our customers.
I have spent many working days this year at the front line, meeting with
customers from every line of business, participating in round tables with branch
managers and the leaders of individual lines of business. In every conversation
I have the opportunity to hear what the customer is saying; when they are delighted
with our service and we can expand on those wins, or where we have not met
their expectations (or our own) and can do better.
The creation of value for our shareholders flows directly from the value we deliver
to our customers. We know that the best way to do that is to bring the strength
of our entire company to our customers, to help them to make the choices that are
best for them. Every time.
Q
“In every area of BMO we are examining the impact of our actions
and our decisions on our customers. It is central to our priorities and
it is showing up across all of our businesses.”
William A. Downe
President and Chief Executive Officer
6BMO Financial Group 190th Annual Report 2007
President and Chief Executive Officer’s Message to Fellow Shareholders