Video
Les Matheson on the Customer-Centric Bank
The Royal Bank of Scotland executive discusses how the company cultivated a culture of customer obsession.
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.
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.
First published in março 2020