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Tania Boyajieva, TAB
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
Book “Fans! Not customers!”
Clear messages to clients!
Game change because this is a revolution!
FUN IS
WELLCOME!
Water and treats for dogs –
dogs are welcome!
Lollipops for kids –
kids are welcome!
Even pens in Metro
Bank are free to
take!
Unlike in …
most Bulgarian
banks
CLIENTS are welcome!
• 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!
• 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!
ENGAGEMENT IS MOSTLY
EMOTIONAL MATTER!
You either feel engaged or you don’t!
“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
VUCA
• V – Volatility • U – Uncertainty • C – Complexity • A – Ambiguity
We live in VUCA world
Change in Business Environment
- 13 -
Changes Happen Faster then We Can
Predict
- 14 -
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 -
Practically Unlimited Access to
Information
- 16 -
Total Connectivity – of Clients,
Employees, Everybody
- 17 -
of Internet users consider recommendations from other clients as most reliable advertising
% - 18 -
Almost Full Transparency
- 19 -
Easy Entrance of New Competitors
- 20 -
The Result – Hyper-competition
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 -
The result – sharp increase in the power of clients
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?
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
THANK YOU!
Tania Boyajieva, TAB
www.tab-bg.com/gb
+359888450813
