Meet the "Total Customer".

This is the customer you serve. He has a mortgage, car loan, and boat loan with you. He has combined travel insurance, home contents, house, and cabin insurance in one place. He uses your credit card daily.

He really just wants two things: Good conditions – and the certainty that he is covered when the accident happens.

But he is angry.

Because he has paid loyally for ten years without a word from you. No calls to check if he's satisfied. No automatic interest deductions.

But the day he calls to cancel everything and move to the neighboring bank – that's when you suddenly have time. Then the interest rate can be lowered. Then the insurance premium can be discussed.