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Metrobank-Caso.Pdf Arabia Saudita Argentina Australia Estudio de Caso: Bolivia Brasil Metrobank, el Banco Más Camerún Canadá Conveniente del Mundo China Por John Tschohl y Sergio Flores, Service Quality Institute Colombia Corea del Sur Costa Rica "Vernon Hill abrió Metro Bank en Londres hace Sus “ventas” (préstamos comerciales [poco más de 3 años]. Hasta ahora, desafiando Ecuador otorgados a clientes) crecieron 348% el todas las probabilidades, no sólo está El Salvador sobreviviendo, sino triunfando." año pasado, mientras los activos totales Estados Unidos se incrementaron 145% hasta llegar en Filipinas a cita está tomada de un artículo diciembre a 1,892 millones de libras de la Revista Fortune sobre Guatemala ($3,170 millones de dólares). Metro Bank, el único banco Holanda nuevo que ha logrado abrir en ¿Cómo lo hacen? Honduras L Londres en los últimos 138 años. Hong Kong Entregando una Experiencia del Cliente India (Si quiere recibir gratis una traducción al absolutamente superior y Indonesia español del artículo original completo, absolutamente diferente a lo que Israel envíe hoy un e-mail a Cristina Torres, usted haya visto jamás en otro banco – o Kenia Directora de Negocios de Service en otro negocio de cualquier giro. Kuwait Quality Institute. Su correo es Malasia [email protected]). Los principios detrás del asombroso Maldivas éxito de Metro Bank (y de su predecesor México En resumen: en Estados Unidos, Commerce Bank), Nicaragua pueden ayudarle a duplicar el Nueva Zelanda Tras empezar de cero en 2010, en medio crecimiento de su empresa. El secreto de una crisis que puso de rodillas al Panamá está en crear una Experiencia del Cliente sistema bancario europeo, pulverizó la irresistible para lograr FANS, no Paraguay economía de Grecia, sumió en el clientes. Perú torbellino a la banca inglesa con el Puerto Rico escándalo Libor (que le costó a Barclay’s Si quiere saber cómo, siga leyendo. Reino Unido US$450 millones en multas) y que ha República puesto en entredicho la existencia misma La buena noticia es que definitivamente Dominicana del Euro y puesto a prueba la solidez de usted NO necesita ser un banco para Singapur la Unión Europea, un banco bebé de aplicar las ideas que compartiremos en Sudáfrica menos de cuatro años de edad este estudio de caso. Surinam llamado Metro Bank, fundado por Tailandia Vernon Hill, está floreciendo en (Después de todo, Vernon Hill sabe muy Tanzania Londres como oasis en el desierto y bien que su negocio no son los bancos, Trinidad maravilla financiera que recluta 37 veces sino el servicio). Uganda más cuentas nuevas por agencia que cualquier banco de los Estados Unidos. Uruguay Empecemos revisando algunos de los puntos más destacados sobre Metro. Venezuela Contacto: Cristina Torres, Directora de Negocios • [email protected] • web: www.servicequality.net México: (+52) 55 4169-1185 • Estados Unidos: (+1) 305-432-2705 • Guatemala: (+502) 4112-5309 Arabia Saudita Argentina En SQI hemos seguido a Vernon Hill Y ahora, rompiendo una sequía de 138 Australia durante más de 15 años. La suya es una años sin un solo nuevo banco comercial Bolivia historia de éxito asombrosa. Todo lo que en Londres, el nuevo emprendimiento de Brasil toca está basado en la Experiencia del Vernon Hill, Metro Bank, está haciendo Camerún Cliente. temblar a la banca tradicional inglesa, Canadá donde cinco enormes (gordos, lentos, China No hay en el mundo otro banquero que aburridos y poderosos) bancos Colombia comprenda mejor el impacto financiero mantenían acaparado el mercado. Corea del Sur que tiene un servicio magnífico. Sólo un Costa Rica puñado de empresarios como Jeff Si en bancos londinenses como HSBC, Ecuador Bezos, fundador de Amazon, estarían Royal Bank of Scotland, Lloyds, El Salvador en la misma liga. Barclays y Santander simplemente Estados Unidos no podías abrir una cuenta de inmediato Filipinas La razón por la que la mayoría de altos (te daban una "cita" para, digamos, el Guatemala ejecutivos no están centrados en el próximo miércoles) y el proceso era tan cliente es porque no han comprendido agradable como ir al dentista a tratarse Holanda que el más eficiente motor en el mundo una caries, Vernon Hill irrumpió con un Honduras para generar dinero, crecer y generar modelo donde: Hong Kong valor para los accionistas es una • Las sucursales no son agencias India Estrategia de Servicio, es decir la idea Indonesia serias y grises, sino son tiendas engañosamente sencilla de que hacer hermosas y magníficas, Israel felices a los clientes es buen negocio. diseñadas por su esposa Shirley, Kenia que más bien parecen el lobby de Kuwait Pero Vernon Hill ha construido sus un hotel de lujo y de buen gusto. Malasia bancos sobre esta idea. Maldivas • Mascotas como perros y gatos no México Primero fue Commerce Bank, que hizo sólo son bienvenidos sino Nicaragua crecer (sin adquisiciones ni fusiones) consentidos con golosinas y Nueva Zelanda desde una sola agencia con US$1.5 platos con agua. Panamá millones de capital en 1973, hasta convertirla en la cadena de bancos de • Si quieres abrir una cuenta nueva Paraguay más rápido crecimiento en Estados sales en 15 minutos armado de Perú Unidos. tu chequera (que es siempre Puerto Rico gratis), tarjeta de débito, tarjeta Reino Unido Con un crecimiento de depósitos del de crédito y credenciales para República 30% anual, entregando en forma banca en línea. Dominicana consistente a sus accionistas un retorno Singapur de 23% año tras año (hasta finalmente • Una persona “real”, un humano - Sudáfrica vender Commerce Bank en 2007 a TD experto, amable, entusiasta e Surinam Bank por US$8,500 millones de informado (en vez de una estúpida grabación Tailandia dólares), el rendimiento de Vernon Hill automatizada), te contesta el Tanzania sólo ha sido superado por el mismísimo Warren Buffet y su legendario 27% de teléfono al primer ring, 24 Trinidad horas al día, 365 días al año. Uganda retorno a los accionistas de Berkshire Uruguay Hathaway durante el mismo período. Venezuela Contacto: Cristina Torres, Directora de Negocios • [email protected] • web: www.servicequality.net México: (+52) 55 4169-1185 • Estados Unidos: (+1) 305-432-2705 • Guatemala: (+502) 4112-5309 Arabia Saudita Argentina • Puedes ir al baño dentro del utilidades son consideradas una Australia banco si te dan ganas de hacer pis consecuencia de hacer felices a sus Bolivia - sin que te vean como potencial clientes. Brasil terrorista. Camerún El concepto funciona: Canadá • Empleados sonrientes y expertos China te reciben SIEMPRE como a un Si una agencia bancaria promedio en Colombia amigo. Estados Unidos está feliz con 20 cuentas Corea del Sur nuevas al mes, en Estados Unidos • Tu banco está abierto 7 días a la Costa Rica Vernon Hill conseguía 300 nuevas semana. Ecuador cuentas por mes, por agencia, con El Salvador • Horario de 7:30 am a 8 pm de Commerce Bank. Estados Unidos lunes a viernes. Sábados de 7:30 Filipinas am a 6 pm y domingos de 11 am a Y ahora en Londres, con el Metro, Guatemala 4 pm, en todas sus tiendas. está logrando 750 cuentas nuevas por agencia cada mes. Holanda • Hermosas meseras sirven hasta La primera de sus tiendas (que no Honduras 5,000 copas de helado gratis en “agencias”), cerca de la estación de Hong Kong las inauguraciones de cada nueva Holborn, en Londres, alcanzó en menos India tienda. de dos años $200 millones de dólares en Indonesia depósitos (cuatro veces más que el Israel • Los niños son bienvenidos, y promedio en Estados Unidos para una Kenia pueden usar gratis máquinas agencia bancaria madura y establecida). Kuwait cuenta-monedas, que cuestan Y sigue creciendo. Malasia US$40,000 cada una. Maldivas La estrategia de Vernon Hill es capturar • Crayones y cuadernos para depósitos a bajo costo y consentir a los México dibujar gratis para los niños. Nicaragua clientes haciéndolos felices. Tomó las peores prácticas de la industria Nueva Zelanda • Banco libre de “reglas estúpidas”. Panamá bancaria (agencias feas y aburridas, ¿Su secreto? lentitud, horarios "bancarios", Paraguay empleados pesados y desinformados, Perú Pagar menos intereses que la arrogancia, bur(r)ocracia y tramitología Puerto Rico competencia, e invertir parte de los crónica) e hizo exactamente lo opuesto. Reino Unido ahorros en financiar la Experiencia del República Cliente. El negocio de Metro Bank se basa en Dominicana una experiencia del cliente Singapur Contrario al pensamiento tradicional en inigualable, conveniencia sin Sudáfrica la banca, Vernon Hill descubrió que en paralelo, rapidez y servicio Surinam banca comercial la gente prefiere excepcional. Todo pensado desde los Tailandia conveniencia y buen servicio a tasa zapatos del cliente. de interés. Tanzania Trinidad Su lema es "Ama tu banco, ¡por fin!". Los empleados de Metro no se enfocan En cada una de sus agencias hay un Uganda en vender ni en “empujar” productos, Uruguay rótulo que dice "No más reglas sino en deleitar clientes. Las ventas y las estúpidas". Venezuela Contacto: Cristina Torres, Directora de Negocios • [email protected] • web: www.servicequality.net México: (+52) 55 4169-1185 • Estados Unidos: (+1) 305-432-2705 • Guatemala: (+502) 4112-5309 Arabia Saudita Argentina banco y cuidando a sus clientes, Vernon Australia Una característica de Metro Bank, y de Hill pasa tiempo con su esposa Shirley y Bolivia todos los líderes de servicio, es que son con Duffy (su Yorkshire Terrier) en Villa Brasil sumamente selectivos al contratar. Collina, su mansión de 50,000 pies Camerún Metro entrevistó a 3,500 candidatos cuadrados de construcción, que con casi Canadá para contratar a sus primeros 60 el tamaño de la Casa Blanca es la China emplados. residencia privada más grande de Nueva Colombia Jersey - sin contar el viñedo privado, Corea del Sur Contratan actitud, luego enseñan las donde produce su propio Cabernet Costa Rica destrezas. Sauvignon. Ecuador El Salvador Vernon Hill comprende que su negocio La Estrategia de Servicio funciona.
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