Banks have heavily invested over the years in Web tools-chat, wizards, re-search comparisons, etc.-that help cross-sell new products and services to online customers. They also own interactive marketing budgets that balloon like soufflés each year trying to entice new accounts from Googlers and the Yahoo! citizenry from across the Web.

Where they've often lagged, though, is getting off on the right foot with visitors who come knocking on the front door, out of the blue.

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