- Handelsbanken’s twelve thousand employees operate more than 760 branches. ([Location 2522](https://readwise.io/to_kindle?action=open&asin=B07B9HFSHX&location=2522)) - “If you really believe that customer satisfaction is the main reason for achieving superior results, ==you have to eliminate any kind of steering mechanisms that could push one of your employees to do something that is not in the interest of customers==.” ([Anders Bouvin, a former CEO](https://readwise.io/to_kindle?action=open&asin=B07B9HFSHX&location=2526)) - Handelsbanken opened a hundred branches in the United Kingdom in just three years. No self-funded, bricks-and-mortar startup could have matched that pace. ([Location 2588](https://readwise.io/to_kindle?action=open&asin=B07B9HFSHX&location=2588)) ### Economic Incentive - In any year that the bank’s return on equity exceeds the average of its peer group, one-third of the difference is paid into a foundation that invests on behalf of employees, mostly in Handelsbanken shares. ([Location 2535](https://readwise.io/to_kindle?action=open&asin=B07B9HFSHX&location=2535))