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Firms of Endearment: How World-Class Companies Profit from Passion and Purpose by David B. Wolfe, Rajendra S. Sisodia, Jagdish N. Sheth

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5. Customers—The Power of Love

Lauren Medsker sat down to enjoy her shot of afternoon wakeup at a Starbucks on 15th Street in Philadelphia. She placed her purse on an empty chair beside her and soon lost herself in a crossword puzzle. Suddenly, she realized she had better scoot to catch the next train on her journey home to New Jersey. Grabbing her purse, she rushed off to the train station. Settling into her seat on the train, she opened her purse. Her wallet was gone. Her stomach jumped into her throat. "My God, what will I do? Credit cards. Driver's license. Commerce Bank debit card."

Sprinting from the train in New Jersey to her car, Lauren headed toward the Commerce Bank branch she had banked at since she opened her first account when she ...

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