You don’t need me to add my frustration and disgust at the latest (and I’m sure by no means the last) banking scandal: you will have heard all the nasty details elsewhere, but here’s something I picked up:
Lloyds said … the cost of the fine and any compensation would not have a “material impact on the group” which indicates the entire episode will cost less than £200m.
Who the hell are they kidding? Are they insane? are they that removed from reality that they don’t know about the cost of customer reputation and trust???
This will be the hugest cost … by far … and ti will take them YEARS if not decades to recover.
How many times do I need to talk about the ‘Customer Focused Mission’ before the businesses actually start to ‘get it’???
…companies, something that they too often either forget or conveniently ‘disremember’: http://www.customerthink.com/blog/is_trust_really_an_emotion_generally_yes_and_it_is_a_critical_behavioral_driver_in_customer_sup
Suggest you switch to Metro, a bank which is decidedly more customer-focused: http://www.customerthink.com/blog/is_trust_really_an_emotion_generally_yes_and_it_is_a_critical_behavioral_driver_in_customer_sup