Get Out of That Rut and Into the Shower - New York Times

Get Out of That Rut and Into the Shower - New York Times: "“We look for the unique experiences, things that separate one institution from the other, whether for good or ill,” Mr. Brown said. “The biggest mistake companies make is managing to the averages. How long, on average, does it take to open a checking account? What’s the average level of customer satisfaction? Averages hide as much as they reveal.”"