Creeping Meatballism at Work: How BofA Dismantled MBNA’s Customer-Centric Culture | CustomerThink

By | December 31, 2015

From my perspective, creeping meatballism of an enterprise is well-represented by Bank of America, and what they have done to MBNA’s customer-centric culture over the past decade. In 2006, Bank of America purchased MBNA, then the second-largest, and highly successful, issuer of credit cards in the United States, for $35 billion. As the assimilation began to take place, there was a significant clash of cultures, including approaches to customers and employees.