The case isn't quite as it's been reported, but there are good reminders here
Case's best lessons lie in re-emphasis of some basics
5 C's notwithstanding, has it changed?
Long history predates statehood, and excellent service is just doing good business
"Data-driven" study defaults to interviews due to dearth of data
Distance between expectations and delivery drives satisfaction level
Think about it. Would you have a banker do your job?
It's time to peep out of the fox holes and see what's really out there
Gamification. Sounds like yet another trendy, buzzy, shot-in-the-dark term people make up to hype the latest hair-brained approach to financial services operations, a term like Big Data, BYOD, or social media.