JKR

Anthony Thomson

Learnings from the Founder of Metro Bank.

Platform met again last Tuesday. It’s the monthly event where a group of us get together to hear first-hand from some of the business world’s leading innovators. This week we heard from Anthony Thomson, Founder and Chairman of Metro Bank.

At a time when bankers seem to be the only ones immune to the economic ills they helped create, it’s refreshing to meet one that’s looking to address the needs and interests of the man on street. Anthony Thomson and Metro Bank are aiming to provide “legendary customer experience” in a sector where 38% of us are unhappy with our current bank.

So what did we learn from the man who aims to start a “revolution in banking”?

1.    Keep a perspective on profit: Anthony reminded us of a fundamental rule for good business - profit should not be the sole reason for doing something. Creating something of value to people should be at the core, with profit a bi-product.

2.    Focus your efforts: it’s all too easy to be distracted and we were reminded that a business should focus its attention on adding value where it has the greatest impact - at the touch points with customers.

3.    ‘Computer says yes’: in a world where it seems everyone has the power to say ‘no’ and only an illusive minority have the authority to meet a customer’s needs, Metro Bank have achieved genuine cultural differentiation. It takes two of their employees to reject a customer’s request but any one is empowered to say ‘yes’.

The next Platform is on 15th March 2011 when our speaker will be Anne Murphy, Managing Director of Birds Eye. Places are in high demand but if you’d like to come along e-mail amymaw@jkr.co.uk and she’ll do her damndest to get you onto the list.