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Creating Fans 
not Customers 
Andrew Richards 
Director of Regional Retail Banking
November 2014
Metro Bank 
• Britain’s first new High 
Street bank in over 
100 years 
• 7-Day store banking 
• Across London with 28 
st...
• Open 7 days, early & late 
• Instant account opening, no appointment necessary* 
• Instant card & cheque book, printed i...
Customer, Culture, Model and Execution 
Differentiated model 
+ 
Unique culture that reinforces the 
model 
+ 
Relentless ...
We Our Customers
Magic Money Machine 
Count your coins 
for FREE with our 
interactive Magic 
Money Machines 
–there’s one in 
every store!
ATMs 
• 24/7 Free cash withdrawals 
• All major UK debit cards 
accepted 
• Metro Bank will not charge 
for ATM use
In Store Events
Community Events 
Discover Dogs 
Earl’s Court 
Festival 
Radlett Fair 
Borehamwood 
Tree Lighting 
Fulham 
Tree Lighting
Proud Winner of 
Special Innovation Award 
For being family friendly & providing 
baby changing stations
Official Winner of the 2011, 2012 & 2013 
Kennel Club’s Open for Dogs Awards 
“Somewhere on the High Street”
Questions?
Customer Engagement Raveolution - Andrew Richards
Customer Engagement Raveolution - Andrew Richards
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Customer Engagement Raveolution - Andrew Richards

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Customer Engagement Raveolution - Andrew Richards

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Customer Engagement Raveolution - Andrew Richards

  1. 1. Creating Fans not Customers Andrew Richards Director of Regional Retail Banking
  2. 2. November 2014
  3. 3. Metro Bank • Britain’s first new High Street bank in over 100 years • 7-Day store banking • Across London with 28 stores and growing! • Target 200+ London & South East • Unparalleled service & convenience
  4. 4. • Open 7 days, early & late • Instant account opening, no appointment necessary* • Instant card & cheque book, printed in store • Local business manager in every store • Local loans by local lenders • Great online banking • 24/7 local call centre, real people with real answers • Safe deposit boxes, 7 day access *Account opening conditions apply. All Metro Bank products are subject to status and approval.
  5. 5. Customer, Culture, Model and Execution Differentiated model + Unique culture that reinforces the model + Relentless execution = FANS not Customers!
  6. 6. We Our Customers
  7. 7. Magic Money Machine Count your coins for FREE with our interactive Magic Money Machines –there’s one in every store!
  8. 8. ATMs • 24/7 Free cash withdrawals • All major UK debit cards accepted • Metro Bank will not charge for ATM use
  9. 9. In Store Events
  10. 10. Community Events Discover Dogs Earl’s Court Festival Radlett Fair Borehamwood Tree Lighting Fulham Tree Lighting
  11. 11. Proud Winner of Special Innovation Award For being family friendly & providing baby changing stations
  12. 12. Official Winner of the 2011, 2012 & 2013 Kennel Club’s Open for Dogs Awards “Somewhere on the High Street”
  13. 13. Questions?

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