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Finance: The future of US retail-banking distribution

The Stephenses live in a suburb of New York City. For more than 30 years, they
had their entire banking relationship, including a small-business account, with a large
bank in their neighborhood. The bank had a leading brand and a broad product
suite. The Stephenses, now in their seventies, were so close to their bankers that
they would bring Christmas presents to the branch manager and tellers.

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