When youre looking for a relaxing place to go, would you consider going to a bank? Probably not. Banks are traditionally known as stuffy places, with lots of lines and forms. But some companies are completely redesigning the look of their banks, so that they look more like coffee shops. Bank of America, in particular, has put Starbucks coffee shops in the banks. They also have a media wall, where people can surf the Web while banking. There are no teller windows in most of these banks. Instead, tellers walk around with a clip board and approach you while you sit and enjoy your coffee. The idea is to create a space where people feel welcome and warm. So its more like a bank branch inside a coffee store. BOA employers came up with these ideas after visiting other retailers that are trying new customer service techniques. Niketown, for instance, sends shoes to people through pneumatic tubes in the walls. Gap was another store they visited. Delta taught the company that people like using self serve kiosks. Banks do not have monopolies on your money anymore, so they have to fight for your business.
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