If memory serves, the retail customer was John Reed's thing over at Citi. He gave many interviews about how they would focus on Mr. and Mrs. Everyman. I waited for the other shoe to drop, which it did in the form of a blizzard of higher fees and new fees.
John Reed, a.k.a. "The Brat" convinced Wriston that the retail market held huge promise thriough automation and the establishment of an aggressive, product pushing sales force.
He was right, but what a harvest!