Nine Steps to Building Retail Bank Customers Will Love
 
   Develop a customer-focused vision: Define how the bank can become more compelling to customers    Copy what other customer-Intimate Industries do: Retail banks don't have a deep legacy of customer Intimacy. Steal from those that do such as retailers.       Create a case for change: Quantify how the bank will derive value from the vision       Tie core transformation to the vision: Define transformation in system upgrade terms and you'll get nowhere.
