This new report is from McKinsey, on consumer complexity, how consumer goods ompanies are responding, and in particular what sets the leaders apart. I am not the marketing expert, but I was intrigued by the results in terms of how companies are responding to complexity by levering new and non-traditional research, including word of mouth, and what we might call social aspects.
Some leaders appear to be coping with today’s challenging environment by experimenting with new media, novel approaches to gathering insights about consumers, and more collaborative relationships with retailers, among other things.
Source: McKinsey
Banks could learn from the experiences of the new methods used by Consumer Goods companies.
Bankwatch 
The whole idea of the customer’s influence on decision making is an interesting one, as is how banks should focus on customers and why they need to focus on these consumer-centric growth decisions.
I read the paper and have to say it did not seem to offer much in the way of prescriptive guidance. Oh well.