The same way Charlie is not listening to his employees the same way he is failing to understand what the clients really want and that's why the company lost the last two clients.
It's the CEO's responsibility to convince clients to choose BNYM and to remain with the company.
It was Charlie's choice to focus on existing clients and not bringing new clients on board which was already a wrong decision. Then he lost two clients.
He still didn't change his attitude but started to lay off employees, some very crucial ones. To hide his failures he also reorganizes the departments. Then you don't see his poor judgements. But chaos reigns in many departments.
The only thing what helps him is the recent buyback of the shares which increases the stock price otherwise it would have fallen as well and investors would see what kind of failure he is.