Bain uses cookies to improve functionality and performance of this site. More information can be found in our Privacy Policy. By continuing to browse this site, you consent to the use of cookies.

We have limited Russian content available. View Russian content.

Video

Les Matheson on the Customer-Centric Bank

The Royal Bank of Scotland executive discusses how the company cultivated a culture of customer obsession.

Video

Les Matheson on the Customer-Centric Bank
en

A decade after the 2008 financial crisis, Royal Bank of Scotland has managed to not only recover its financial footing, but also regain the trust and loyalty of its customer base. Les Matheson, CEO of retail banking at RBS, explains how the bank took new approaches to make serving customers its core purpose. 

Related

Breaking the Bank: RBS Remakes Retail Operations Around Customer Loyalty

After nearly going bust, the bank has regained stability and growth by following the customer lodestar.

Tags

Хотите продолжить обсуждение?

Мы помогаем мировым лидерам бизнеса решать самые сложные проблемы и находить наилучшие возможности. Работая вместе, мы добиваемся устойчивых положительных изменений и результатов.