Fans Not Customers: How to Create Growth Companies in a No Growth World Book

Foreword Tom Peters ix

Welcome! xv

Introduction: Start-ups and Upstarts 1

Part 1 Two Banks, Two Continents: A World of Lessons

1 Metro: A New Bank for a New Century 9

2 Commerce Bank: Early Days, Winning Ways 14

Part 2 Marketing is Everything

3 Fans Not Customers 23

4 Putting the "Grand" in Grand Openings 32

5 The New Math 40

6 Love Your Bank At Last! 49

7 Surprise and Delight! 54

8 Dogs Rule and Kids Rock! 61

Part 3 Culture Counts

9 Five Ways to Amaze 71

10 Culture Counts 79

11 Hire for Attitude, Train for Skill 82

12 Hope Is Not a Plan 95

13 Design as a Competitive Weapon 101

14 No Stupid Rules 107

15 Petplan: Insurance for Our Four-Legged Friends 113

16 Closing Words from a Man Who Never Closes Shop 126

What they say about Vernon Hill 134

founder, BankStocks.com Tom Brown 134

founder, Meredith Whitney Advisory Group LLC Meredith Whitney 137

co-founder, Fast Company magazine, and author, Mavericks At Work William C. Taylor 139

Appendix: Lingo 143

Index 151