Introduction to the importance of Client Experience in today's VUCA world

1. Tania Boyajieva, TAB

2. The story of Metro Bank in Great
Britain
METRO Bank
• Founded 2010 by Vernon Hill
• First new high-street bank in UK
since 1840
• Now 40 branches, 500 000
customers, deposits £ 2.9 bn,
loans £1.6bn, already profitable

3. Book “Fans! Not customers!”

4. Clear messages to clients!

5. Game change because this is a revolution!
FUN IS
WELLCOME!
Water and treats for dogs –
dogs are welcome!
Lollipops for kids –
kids are welcome!

6. Even pens in Metro
Bank are free to
take!
Unlike in …
most Bulgarian
banks 
CLIENTS are welcome!

7. • Because … it gives the wrong message to clients (and
employees): Clients could not be trusted! We are mean!
• Because … it’s disrespectful, it hurts client’s feelings!
• Because it disengages the clients from the bank!
• Because if Metro (or similar) bank opens in your country,
it will steal most of your current clients!
This practice should be left in the past!

8. • Because … it gives the right
messages to clients (and
employees): You are
welcome! You are respected!
We trust you! We are
generous! We care about you!
• Because … it’s a positive,
pleasant client experience!
• Because … it is (almost) free
advertising!
• Because … it engages clients!
It is much better to do this instead!

9. ENGAGEMENT IS
MOSTLY
EMOTIONAL
MATTER!
You either feel engaged or you don’t!

10. “If you asked me 24 months ago if I’d be standing
up in front of senior managers openly
talking about feelings in customers and
employees, I would have told you that you
were mad! It probably took me about three
months to even get comfortable talking
about this and that’s from somebody absolutely
immersed in it. It’s not an easy journey
for people to take because it’s not something you
talk about in business, is it? In business
you talk about profits and money!”
Mark Gater, manager at Britannia
Building Society

11. VUCA

12. • V – Volatility
• U – Uncertainty
• C – Complexity
• A – Ambiguity
We live in VUCA world

13. Change in Business Environment
- 13 -

14. Changes Happen Faster then We Can
Predict
- 14 -

15. 9 months years to
reach 50 million
people
38 years to reach
50 million people
13 years to reach 50
million people
4 years to reach 50
million people
Unprecedented Speed of Change
- 15 -

16. Practically Unlimited Access to
Information
- 16 -

17. Total Connectivity – of Clients,
Employees, Everybody
- 17 -

18. of Internet users consider recommendations from
other clients as most reliable advertising
%
- 18 -

19. Almost Full Transparency
- 19 -

20. Easy Entrance of New Competitors
- 20 -

21. The Result – Hyper-competition

22. For the first time in business history
clients have almost as much
information about a product or a
service as the people who sell it
- 22 -

23. The result – sharp increase in the power
of clients

24. Only companies who provide differentiated positive
customer experiences could prosper or even survive in
the fast changing and hyper-competitive market! Good
service is not enough! Companies need to provide
customer delight – with positive emotions, pleasant
surprises, WOW effects, in order to have loyal and
engaged customers!
WOW! Delight! Engagement &
loyalty!
Which companies succeed in VUCA world?

25. In a world where customers wake up
every morning asking, “what’s new,
what’s different and what’s amazing?”
success depends on a company’s ability
to unleash the initiative, imagination
and passion of employees at all levels—
and this can only happen if all those folks
are connected heart and soul with their
work, their company and its mission.
Business guru Gary Hamel,
professor in London School of Economics

26. THANK YOU!
Tania Boyajieva, TAB
tania@tab-bg.com
www.tab-bg.com/gb
+359888450813