I've written in the past about the concept of mass customization and its effective use in manufacturing environments such as Levi's and other companies.

However, bank-ers have not effectively used mass customization yet. One notable exception is USAA, the first company to replace individual memory with institutional memory so that service is seamless regardless of who answers the phone. USAA has been extremely successful in capturing customer feedback and learning more about their likes and dislikes.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.