Embedding a Culture of Customer Centricity

July 20, 2011 - PRLog -- Customer Management IQ: I’ve read that you guys at Metro Bank don’t actually call your physical bank branches, branches, what do you call them?

A Thomson: We call them stores because we think of ourselves as a retailer and that permeates, really, everything that we do from the model that we have, which is, as you say, based upon stores that other people might call branches, through to the culture we embed in our colleagues, through to the way we execute our model; everything is through the lens of a retailer.

Customer Management IQ: That’s interesting. Can you give me a sense of what a Metro Bank store would look like and how you decided on that look?

A Thomson: The Metro Bank model is based upon the Commerce Bank model in the US. Commerce was built from 1973 into the 18th biggest bank in America by 2007, when it was purchased by TD Financial. The model was built by my partner in this venture, Vernon Hill, who had an extraordinary vision for banking that it should be absolutely customer-focused and everything should focus on the customer experience. So, at our stores, we take high visibility, high footfall locations; the one I’m sitting in right now is opposite a very, very busy tube station. We have lots of glass and we have very high ceilings to create that sense of retail theatre.

Customer Management IQ: How many banks out there do you think have really taken that experience, that in-store experience, into account? Are you, do you think, on the forefront of that?



For the full transcript please click here: http://www.customerexperiencefinance.com/Event.aspx?id=54...


The Customer Experience Management for Banking and Financial Services Summit will be hosted from 2nd-14th September, 2011 at the Mayfair Conference Centre London, UK. For more details, please visit the website: www.customerexperiencefinance.com, call freephone: 0800 652 2363 or email: enquire@iqpc.co.uk.