K-Club Breakfast Speaker – 15th November 2018

Chris Brindley MBE

Non-Executive Director

“The myth of customer service and why behaviours betray values”

Almost every company makes claims on their website about putting the customer at the heart of everything they do, yet the decisions then make in delivering customer service does the opposite. Banks, Telecoms and Utility firms are often the worst. Why? Because simply put, the decisions about the customer experience are ‘inside out’ decisions and not ‘outside in’.

Former MD of Metro Bank and Natwest, Chris Brindley MBE was also a Director at British Gas where he led teams to awards in Customer Experience, Employee Engagement and Sales and has previously been awarded the title of ‘Britain’s Best Boss’. He is currently the Institute of Directors, UK Non-Executive Director of the Year and holds several Non-Exec roles across both sporting and business organisations.

In his informative and humorous presentation, Chris will cover a range of topics which impact customer excellence for businesses of all sizes, including a case study on the award-winning Metro Bank, where he was MD for 4 years.

Chris was Chair of GreaterSport for 11 years and in May 2018 was appointed to the Board of the Rugby League World Cup 2021. In June 2018 he was awarded an MBE in the Queen’s Birthday Honours List for services to sport.