Going from good to great in customer experience - Interview with Rachel Haworth of Coventry Building Society

Going from good to great in customer experience - Interview with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had, what it takes to have the highest customer satisfaction of any major bank or building society in the UK and what life is like with no targets.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.