I have two reports Vernon Hill, Founder and CEO of Metro Bank London sent me in the last 2 weeks. In London there are 5 large banks which have about 85% market share. Metro Bank opened its doors on July 29, 2010 with 40 employees and 4 stores. Today they have over 1600 employees, 30 stores and over 410,000 accounts. Read on to see how much they've grown.
Apple knows the importance of great customer service and Apple also know that the customer service agents are at the front lines engaging with customers and helping create a positive atmosphere. Apple takes care of its staff and the staff takes care of the customers. This is why they are so successful. They have a vision and everyone at Apple buys into that vision.
Service Leaders consistently have more revenue, make more money, plus have a stronger brand and market share. They dominate the market and crush their competition. In this issue I will share my ideas on Apple, Metro Bank London and my investment of $1000 each in 9 service leaders in May 2003.
I have been writing and speaking on customer service longer than anyone in the world and I still cannot figure out why so few organizations focus on creating a service culture. I think most firms think they are awesome without realizing that most customers in the world have trouble finding a service leader.
Read full blog post here where I highlight some of the world's leaders and role models in customer service.
Most firms do not understand the financial impact of being a service leader. For many firms it is just too much work. Actually, it does not take a lot of money but, it does take a fierce and unwavering focus by the CEO and everyone in management. If you want to drive a service culture, take some time and track the financial performance of service leaders.
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