The right staff: hiring marketing and sales employees who are well matched to their jobs is critical to your bank's success. Here's how BB&T Corp., Winston-Salem, N.C., does it. (Feature).

Bank Marketing, July, 2002 by Arkuszewski, Joan; Dreessen, Debra

"Hi. I'd like free checking with overdraft protection, a 15-year fixed-rate mortgage at no more than 6 percent APR, a high-yield money market account with no minimum balance, a low-interest credit card with perks and free credit protection, instant term life insurance coverage, and information on your retirement plans. Oh, and normally I'd like to be able to stop in on my way home from work, around 6 p.m., but right now I'm on my lunch break, so can we take care of this pretty quickly?"

The era of simplicity and "bankers hours" is long gone. And the time for one-stop shopping and catering to customers' whims is upon us. In addition to the challenge of trying to balance customer satisfaction with making a profit and keeping your sanity, there also is the...

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