The U.K.'s First Direct set out in 1989 to turn around people's dissatisfaction with banking by giving them a purely telephone service alternative. In this edition of Inside Scoop, Bob Thompson talks to First Direct's Customer Services Director Marcus Golby about the company's commitment to customer service and the challenges brought on by changing technology. This transcript of the interview, conducted Nov. 2, 2006, was edited for clarity.
Bob Thompson
I'm very pleased today to welcome Marcus Golby, customer services director at First Direct to Inside Scoop. Marcus, welcome.
Marcus Golby
Thank you.
Bob Thompson
We're going to be talking about First Direct and specifically, about how it is that you deliver a great experience to your customers. To kick us off, would you mind telling us about your background and current responsibilities?
Marcus Golby
Yes, no...
