Germany's TeamBank AG, which lends to consumers under the brand name "EasyCredit," has granted thousands of loans to consumers who do not fit the bank's lending criteria. Millions of euros are lent out this way every year. Why do you think they do this? Are the bank's lending officers just incompetent? Or perhaps they have a sense of civic responsibility for those less well off? Or are they adhering to some sort of regulatory requirement?
More from Don Peppers:
Four ideas for creating a more trusting, collaborative, and productive culture
Horror films, data analytics, and customer journey mapping
How to assign responsibility for the customer experience - a practical idea
Before I tell you why, let's play a little game. I'm thinking of a mathematical rule that applies to the sequence of numbers 20, 16, 12. Can you guess my rule? To play the game you can make up as many of your own sequences as you like, and for each one you make up I will tell you whether or not it fits the rule I'm thinking of. So what sequences might you suggest, to be sure you figure out my rule as quickly as possible?