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Thoughts & Comments
Customer Experience
The
Real
Source of Bank of America's Troubles
It’s been awhile since I’ve had a chance to engage in an extended squawk about what a train wreck Bank of America has ...
By
Thomas Brown
,Posted 08/18/2009
The Bank Blitz Memo: The Uphill Stages
I read a line by Fortune’s Geoff Colvin a few months ago that struck a nerve. It also quickly became (with attributio...
By
David Martin
,Posted 07/29/2009
The Bank Blitz Memo: Cup Half-Full
One of my all-time favorite business quotes is from Andrew Carnegie. He said, “As I grow older, I pay less attentio...
By
David Martin
,Posted 06/30/2009
The Bank Blitz Memo: Some Assembly Required
An old piece of customer service advice was ringing in my head after recent experiences with two major retailers. Tha...
By
David Martin
,Posted 05/27/2009
The Bank Blitz Memo: Heard on the Tweet
I made a decision recently that had me recalling the George Costanza character on Seinfeld. In one episode, George de...
By
David Martin
,Posted 04/24/2009
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