Personal, passionate service makes all the difference.
Part three in our series on brilliant client service focuses on Metro Bank, Britain’s first new high street bank in over 100 years and a genuine challenger to the way traditional retail banking serves its customers.
Founded in July 2010, the bank has quickly moved to the forefront of this cultural shift, priding itself on service rather than price... but what exactly is so different about their service?
They focus on experience
Staff are not subject to sales targets; their reward structure is purely based on customer satisfaction scores tracked on Net Promoter. The idea is common sense,...
Every company on the planet says that brilliant client service is their number one priority.
How many live and breathe that mantra?
Those that truly compete on service are seen as clear differentiators and ‘challengers’ in their market. In other words, they break the mould.
At our second annual gunnercooke Symposium, we heard that customers benchmark ‘brilliant’ against memories of their past ‘best’ service experience. So, whether you’re a manufacturer, retailer, accountant, or even a lawyer; you’re competing with the likes of Apple, Disney and Amazon.
Over the coming weeks we'll be taking a look at what brilliant client service looks like in action...