“The UK is starting to catch on that service is very important. A concentration on service in the front line and process in the back is what helps you continually drive profitability and drive market share.”
“We are a better industry today even if we're not making as much money. You'd rather not but in terms of a balanced approach to your business you worry about service levels today. Our number one customer acquisition strategy is 'don't lose one'.”
“There hasn't really been that and it requires things like fairly serious renovations in the payments system. Three days to transfer money electronically is really shocking.”
