This article explores how retail banks can boost loyalty and trust by applying “unreasonable hospitality.” It outlines a model that blends digital efficiency with emotional intelligence—using concierge services, life-stage bundles, and surprise upgrades to build deep client relationships and long-term value beyond pricing and features.

Visa and Mastercard started as banks’ foster children and became the untouchable rulers of global payments. This article explores why their duopoly remains unbroken and whether a bold new idea, payment roaming, could finally shift the balance of power.