In this video interview, Mike Snowden, Head of Service Quality at First Direct, talks about the retail bank's customer experience strategy.
In the interview at the Executive Customer Contact Exchange he covers a range of important topics for customer experience leaders, including:
- measuring service quality to drive long term growth;
- how to differentiate from competitors;
- building long-term relationships; and
- the main components for a great customer quality and service strategy, which he says "isn’t rocket science."