How to create fans, not customers #LWconf

In Loyalty & CRM by justine


loyalty world 2012, anthony thomson, customer loyalty, metrobank

In a recent article in the Independent, titled "Reckless policymakers killed our pubs: what will their next reform ruin?" Anthony Hilton solidifies the link between legislation passed during the Thatcher administration and the destruction of the pub as a centre for community life in the UK. The main legislation being that which ended the system under which brewers were allowed to own large chains of pubs through which to sell their beer.

While we hope in today's world this would not still be the case, many other examples present themselves- especially in the banking world where the customer focus has been lost. However, this is not necessarily the case for all banks.  MetroBank, for example, have rivalled against old concepts of business which focus solely on making a profit while disregarding the basic needs of customers.

MetroBank and mainly, Anthony Thomson, believe the purpose of a business is to make a product or provide a service that customers value, something they can benefit from. Main differences seen at MetroBank include opening 7 days a week, staying open until 8pm, and having no attempts by counter staff to sell other products to their customers.

Read the full article here


Download the presentation by Anthony Thomson to find out how MetroBank has created a new model and culture in the banking industry and what effects it has had on their growth.

Download here

The presentation focused on:

· How to engage the customer throughout the entire lifecycle

· Ensuring consistent quality of communication through your various touch points – thinking ‘method' ‘not just ‘content'

· Realizing the customer's contact needs: how and where do they want your business to engage with them?

· Understanding how to leverage products, benefits and communication tools to add weight to your engagement campaign strategy


Found this article and presentation interesting?  Then take a look at "How to make your customer loyalty strategy as successful as @Tesco" here

Want to find out more about last year's Loyalty World conference?  Hear Arne van de Wijdeven's secret to true customer loyalty here