Royal Bank Of Scotland To Reward Great Customer Experiences? That’s UBER!


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“The future of this company will not be about whether we operate in particular areas or where our problem assets sit. The future is about how good a job we do for our customers, including those who are having difficulty repaying their loans.”

According to The Sunday Times, that’s a quote from Ross McEwan, Royal Bank Of Scotland’s the new chief executive as he has been speaking to staff about the need to focus on their customers to help rebuild trust in them.

Apparently he is considering changing staff bonus schemes to link them to customer satisfaction levels! Now that could be a real culture changer!

It’s an interesting move, and builds on the scheme he set up at RBS’s retail business which links 40% of all bonuses to factors such as call centre performance, customer feedback surveys and complaints handling. Even staff in the division who have no direct contact with customers are subject to the metrics!

I think it’s an interesting and refreshing approach and this attempt to (re)build trust with customers, if done properly, could be a real differentiator.

I’ve written before about the problems that the ‘banking culture’ has created (both for customers and for the banks themselves) and it will be interesting to see how this approach works!

Our definition of culture is ‘the way we do things around here’ and a real influencer of culture are the things that people get ‘Rewarded and Recognised’ for. In fact, I think a great way to get a feel for ‘culture’ in any business is to ask ‘what do people get rewarded for around here?’ If it’s ‘high pressure sales’, guess what, people focus on this!

A key step for any business in doing that is to reward the behaviours that you want. It’s the ‘R’ in UBER Culture which is Characteristic #5 of The 7 Characteristics of 3D Businesses – Create An UBER Culture!

The key ingredients of an UBER culture are:

  • Everyone Understands what’s expected of them and behaves accordingly and consistently as a result
  • Systems and processes are Built to reinforce and support those values and behaviours
  • People are Engaged, Empowered and Encouraged to deliver them
  • People are Rewarded and Recognised for doing it!

Ross McEwan appears to be looking to be Rewarding and Recognising people for delivering great customer experiences – now, that has to be a good thing!

What do people get ‘Rewarded and Recognised’ for in your business?

If you want more, feel free to download our Free e-Book which expands on the key elements of UBER culture, provides you with some tools and techniques and crucially helps you see how you measure up!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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