Metro Bank is a new high-street bank founded in 2010 in the UK. It is the first new high-street bank established in the UK since 1840. The bank now has 40 branches, 500,000 customers, deposits of £2.9 billion, loans of £1.6 billion, and is already profitable. The document discusses Metro Bank's approach of making customers feel welcome in branches by providing things like treats for dogs and lollipops for kids. It contrasts this with the approach of most Bulgarian banks which can give customers the impression they are not trusted or respected. The rest of the document discusses concepts like engagement, emotional connection, and delivering "wow" experiences for customers in today's volatile,