Brand, Marketing Justin Basini Brand, Marketing Justin Basini

THE FUTURE OF UK RETAIL BANKING?

Will Metro Bank rise to challenge the UK retail banking incumbents? They certainly have the right pedigree and are challenging the status quo by doing things differently and apparently the inert UK customer is responding positively.

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Brand, Marketing Justin Basini Brand, Marketing Justin Basini

DON'T MAKE PROMISES YOU CAN'T DELIVER

I'm a Natwest customer of long standing, around 30 years in fact, ever since I took out my first bank account. Together with their stable mate, RBS, they have launched to much fanfare of posters and advertising their "Customer Charter - 14 commitments to make them Britain's most helpful bank". Yesterday in a comedy of errors I spent 25 minutes in a Natwest branch in London. So let's see whether my experience and those of my fellow customers matches up to their commitments:

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