Customer Value

@PG_Rule says "Bank systems are designed for convenience of bank staff and a banker's concept of transactions … pity that isn't how real customers get value."

"Try Metro Bank", replied @markhillary

Assuming this to be a recommendation, I asked Mark to elaborate. Does Metro Bank operate against a different (i.e. more real) notion of customer value than other banks? "Their entire philosophy is banking for retail customers", Mark asserted, pointing to an article about Metro Bank's lean IT strategy (Computer Weekly, August 2010). Metro Bank's IT systems may well be cheaper, faster and better, but there is nothing in the article to suggest that based on anything other than a banker's concept of transactions, as well as a banker's concept of customer service and security and so on. How much difference does this IT strategy make to the customer's experience?