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Commerce Bank implemented a "Retailtainment" program to further enhance the customer experience in branches on Friday afternoons. The goal was to differentiate Commerce Bank from competitors by providing unexpected entertainment for customers waiting in queues. However, some activities may have been seen as too frivolous by customers who valued efficient transaction processing over entertainment. In the future, the program could be modified to find the right balance between core banking services and supplem

Author

Satendra Singh Lodhi

Language

EN