Case Studies
Banking - UK
Headquartered in London, this client is one of the UK's largest and oldest banks. It serves many sectors including retail, corporate and investment customers, offering services with traditional values and practice. The division we work with wanted to review its growth and retention strategy ensuring that it could retain its base business in the face of fierce competition, whilst growing new business opportunities and revenue.
A change in approach to market was to be achieved without threat to the division’s reputation for outstanding customer experience and satisfaction.
To access the potential and understand the culture, we began this project with an internal employee and senior management analysis. Once we had presented our recommendations and the client decided to proceed, we defined, designed and delivered, in collaboration with them, a client focused ‘Relationship Management’ model and operational framework.
We supported the implementation with a learning and development suite of programmes, executive coaching and management development interventions. Implemented with success, during a difficult period in the banking sector, we continue to work with this client.