I'd like to talk about how we can use what I call the customer service strategy for airports. I fly a lot. I'm in airports every week all over the world. In some, I have a very great customer experience. In some, I just want to get out of as fast as possible. Everybody needs to understand they're in customer service. That starts with security to all of the food courts to every single person in an airport. We've got to understand that this is a customer, and they have choices as to what airport they go to. If the experience is negative in the airport, then it could also impact what happens on the plane. We need to make sure that every single person has several different things they do.
I'd like to talk about how you can use customer service strategies in your bank to build more market share, to increase deposits, to increase loans, to increase your assets, to eliminate and reduce customer complaints. Whether you have 40 employees or 400 employees or 4,000 employees, you're going to teach everybody the skills and the art of customer service.
The marketplace today demands speed. Apple with its iPhones and iPads, has apps downloaded every millisecond. Eric Schmidt and Jonathan Rosenberg of Google in their book, How Google Works say "The pace of change is accelerating."
I'd like to talk about customer service strategy for the transportation industry. If there's an industry where it's more difficult, more fragile, more things can go wrong, it's probably the transportation industry. There's a variety of things I talk about in terms of how do we create this incredible customer experience?
This is the 5th anniversary of Metro Bank in London. The results after 5 years are incredible, proving that customer service is worth its weight in gold in every country in the world. Click here to read more about how Metro Bank is built around customer service.
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