And once that disparity becomes apparent to some consumers, word spreads to others. And if that's your reaction, you know that a lot of other people have the same feeling. Digital speed appeals to a company's most profitable customers first. These institutions don't think that there's enough market penetration for self-service banking and financial services to threaten them. What they don't understand is that consumers who use PCs for personal banking today used to be those institutions' most profitable customers.
Digital speed is infectious.
We originally saw this phenomenon with the quality revolution. Now we're seeing that same infectiousness with respect to speed. Whoever delivers what you want the next day is going to win. Digital speed simplifies complexity. Digital speed allows you to navigate through that complexity on your own terms.