What were they thinking of? What kind of change management process did they have? Did they do focus groups or a survey to find that their customers were willing to change to American Express after explicitly coming to MBNA for the card they wanted.
If the hardware store suddenly shipped hammers to all those who bought screwdrivers would there be an uproar?
What would you do?
Focus groups? Serveys? I have a feeling AmEx martetologists don't bother themselves with such things!
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