It's really important we stay in touch with our customers and try to, over time, have more packages and flexibility than perhaps we have historically offered. And that's part of that tension that is healthy that is going on in the marketplace.
I have to laugh when I receive newsletters from major personalities and when you hit reply, you get a 'do-not-reply' address. It's ridiculous! Don't you want your customers to reply to you?
Not being in tune with your customers is like living in an alternate reality; the way you think your customers feel about your product is not always the same as what your customers really think about your product.
Sometimes there are customers who get in difficulty because of situations that are out of their control. These are customers with genuine needs, and the role of the bank is to accommodate these customers, and there is a real need to reschedule the loans of these customers.
As long as my pictures go into theaters and we ask people to pay to see what I do on the screen, I should not object if customers want to know what kind of man I am.
The popularity of Groupon has almost rendered the group-buying element of it obsolete, because we're able to deliver so many customers that the merchants are very happy with even the smallest number that we can provide.