Interview on BBC News

Sophie Devonshire on BBC Business talking about the TSB brand and the shocker that poor Paul Pester the CEO is having to deal with. In an extremely competitive category and in a world where customers use Twitter as a frustration megaphone, he’s having to move fast to mend things. Whether it’s fast enough for the irate, impatient customers and whether the brand is resilient enough for this not to cause damage remains to see. Our expectations of technology that delivers consistently are now so high… as are our expectations of business leaders to take responsibility and sort things at speed. It’s a tough #superfast world for brands and leaders.