CX TALK: How Metro Bank Builds Emotional Engagement

Posted: 03/28/2017


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.

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