Bank branches focus on customer service and cross-selling

12/30/2012 | Pittsburgh Tribune-Review

Some banks are using their branches as places where customers can receive advice on services beyond the transactions they came in to make. Citizens Bank, for example, has begun adding greeters and financial consultants to its branches. "Branches are becoming more about customer experience rather than about transactions," said David Albertazzi, Aite Group's senior analyst.

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