As Lawrence sifted through his mail last fall, a plain black and white envelope caught his eye, and anxiety began to well up. It had his name in the clear plastic window and was clearly official business. His first impression was that this was a letter from the IRS. But closer inspection made him realize it was from his bank – which he also happens to be CEO! Once the anxiety passed, he quickly sent the envelope to the marketing department initiating a slew of changes including face-lifts to envelopes and the addition of bowlfuls of green Hershey Kisses (the bank’s signature color) in all their branches…