CX TALK: How Metro Bank Builds Emotional Engagement
Chris Brindley is the Managing Director of Metro Bank. In an interview at the Customer Experience Exchange for Europe, he spoke about:
- How financial services can rebuilt trust with their customers
- The importance of speaking about fans instead of customers and colleagues instead of employees
- Why they benchmark themselves against the best retail brands instead of other banks
- How they build emotional engagement with their ‘fans’
- What the holy grail of customer experience is
Watch the full interview below.