Da Zero a $5 Billion grazie al Customer Service


By Flavio Martins

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world.

Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Behind the scenes, the bank operations would astound most traditional bank executives. Metro Bank spend nothing on marketing, spends no money on advertising. It’s sole focus? Developing fantastic relationships with customers and utilizing word-of-mouth as its primary driver in new customers. Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs.

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Le Banche riusciranno finalmente a gestire la Customer Experience?

AICEX: Aspettiamo fiduciosi, del resto la scelta è tra cambiare e non sopravvivere.

The financial service industry finally heard the message in 2015. For the past decade, industry experts have been telling top management they must be involved, and they must lead the digital transformation.

Part of the problem with lending institutions has been that the executive ranks felt they were engaged, when in reality many leaders did not understand the depth and breadth of the change necessary for digital transformation. Many financial executives talk the talk, but don’t walk the walk. They say the right words, but not many are actually pushing their organizations to deliver on a customer-centric organization.

Until 2015.

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