An “investment bar” offered personal computers where the customer could do her banking, check her investment portfolio, or just surf the Internet. There were comfortable couches, where she could relax, sip free coffee, and read financial magazines and other investment literature. And if she had to wait for a teller, she could pass the few minutes in line watching television news monitors or electronic stock tickers. What that customer probably wouldn’t have realized was that all of these new services were actually discrete experiments, and her reactions to them were being carefully monitored and measured.
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