Rethink your CX strategy and
become truly customer centric
Anthony Thomson
Founder and former chairman
Metro Bank
Customer-centric banks?
A customer-centric bank?
• Opened July 2010
• 18 locations
• >700 colleagues
• 170,000 accounts
• £1 billion balance sheet...
A customer-centric banker?
• Founder & CEO City
Financial Marketing
• Founder & Chairman
The Financial Services
Forum
• Fo...
Being truly customer-centric
• It’s not about re-thinking, it’s about belief
• It’s not about lots of things, it’s about o...
Copyright Erik Denali Vision
Belief one thing three rules profit
photographer, Per Morten Abrahamsen
Belief one thing three rules profit
Belief one thing three rules profit
• At Metro Bank we believe:
• Customers care about value, not price
– Service, conveni...
Belief one thing three rules profit
Retail banking considers the customer relationship as its only
real asset. All other t...
Belief one thing three rules profit
Great businesses create fans
not customers
Belief one thing three rules profit
1. Build a differentiated model
2. Create a culture to reinforce the model
3. Execute ...
Creating fans
Belief one thing three rules profit
• Exceptional companies, when
faced with tough choices,
follow three rules:
• 1. Bette...
Belief one thing three rules profit
• Exceptional companies, when
faced with tough choices,
follow three rules:
• 1. Bette...
Belief one thing three rules profit
• Exceptional companies, when
faced with tough choices,
follow three rules:
• 1. Bette...
Belief one thing three rules profit
• It’s not about re-thinking, it’s about belief
• It’s not about lots of things, it’s ...
at_anthonythomson
at@anthonythomson.co.uk
ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy
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ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy

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Anthony stepped down as Chair of Metro Bank in December 2012. He outlines how the effect the customer experience-driven policies of MetroBank have had on performance, and on the aim of turning customers into advocates / fans. Introduction: about Metro Bank, founding ideas and ideals, history, growth throughout the South East, forward strategy; Customer Experience strategies: rewarding employees for satisfaction levels, not sales targets; These strategies have lead to: customer satisfaction scores, rates of recommendations, organisational growth How the use of social media / different channels (“touch points”) supports the CE-based strategy of the bank.

Published in: Business, Economy & Finance
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ECEW 2013 Anthony Thomson - The proven benefits of Metro Bank's CE strategy

  1. 1. Rethink your CX strategy and become truly customer centric Anthony Thomson Founder and former chairman Metro Bank
  2. 2. Customer-centric banks?
  3. 3. A customer-centric bank? • Opened July 2010 • 18 locations • >700 colleagues • 170,000 accounts • £1 billion balance sheet • 93% of customers ‘satisfied or very satisfied’ • 8/10 would recommend to a friend
  4. 4. A customer-centric banker? • Founder & CEO City Financial Marketing • Founder & Chairman The Financial Services Forum • Founder and Chairman Metro Bank plc • Founder and Chairman…
  5. 5. Being truly customer-centric • It’s not about re-thinking, it’s about belief • It’s not about lots of things, it’s about one thing • It’s about the three rules followed by exceptional companies • It’s about the role of profit
  6. 6. Copyright Erik Denali Vision Belief one thing three rules profit
  7. 7. photographer, Per Morten Abrahamsen Belief one thing three rules profit
  8. 8. Belief one thing three rules profit • At Metro Bank we believe: • Customers care about value, not price – Service, convenience – Transparency, consistency – First class not second class • They expect a great retail experience - However they interact with you
  9. 9. Belief one thing three rules profit Retail banking considers the customer relationship as its only real asset. All other traditional assets or balance sheet items are nothing but manifestations of this relationship. Dr. Stephan W. Kaminski 10
  10. 10. Belief one thing three rules profit Great businesses create fans not customers
  11. 11. Belief one thing three rules profit 1. Build a differentiated model 2. Create a culture to reinforce the model 3. Execute relentlessly And you will create fans not customer
  12. 12. Creating fans
  13. 13. Belief one thing three rules profit • Exceptional companies, when faced with tough choices, follow three rules: • 1. Better before cheaper. They rarely compete on price.
  14. 14. Belief one thing three rules profit • Exceptional companies, when faced with tough choices, follow three rules: • 1. Better before cheaper. They rarely compete on price. • 2. Revenue before cost. They drive profits through price and volume, not thrift. 25,000 companies’ data Over four decades
  15. 15. Belief one thing three rules profit • Exceptional companies, when faced with tough choices, follow three rules: • 1. Better before cheaper. They rarely compete on price. • 2. Revenue before cost. They drive profits through price and volume, not thrift. • 3. There are no other rules. Everything else is up for grabs. 25,000 companies’ data Over four decades
  16. 16. Belief one thing three rules profit • It’s not about re-thinking, it’s about belief • It’s not about lots of things, it’s about one thing • It’s about the three rules followed by exceptional companies • It’s about the role of profit
  17. 17. at_anthonythomson at@anthonythomson.co.uk

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