“Service is more important than interest rates for retail customers.”

March 2010

Conversation with Anthony Thomson, chairman of Metro Bank, the UK’s newest, on plans to open new stores, growing business and on customer experience being a unique business proposition
-Why profitability stems from offering a good customer experience – on the cost of running the business-lessons from Vernon Hill’s Commerce bank model in the US -on being seen as a retailer rather than a bank

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