Like Apple, ING gets that the “store” environment isn’t just about pushing product. It’s about letting you browse, connect, get conformable with who they are.

If you’re like me most of your banking is done online these days. I go the accounts area, pay bills, move money around and occasionally check out other services, all with no person involved. I then deposit checks at nonhuman ATM machines. I usually only interact when I need something fixed or just plain don’t [...]

The brands that convey the most customer loyalty like Apple, Coke and Nike are the you brands. The brands that convey your personalized experience that empowers you as part of a greater community.

When you think your consumer brand is well-known and enjoys incredible loyalty, that you can’t possibly loose your core customer, be wary. No matter how loyal customers are, they can desert you, especially if they, well, age and die off.