Banking Industry

  • The Client

A major UK bank employing 8,000 people sought a large strategic programme to address the needs across the branch network of the business. Customer management in recent history had been characterised by aggressive trading and not selling to meet needs, which had led to a sense of mistrust.

  • The Challenge

Create a new strategic direction and create a value proposition based on customer advocacy, with an ethos of “stay, buy, recommend”. The bank was facing significant internal challenges around employee satisfaction, resulting in demotivated people and the loss of high performers.

  • The Solution

Leadership programmes for regional leaders, area managers and branch managers that integrated pre-work, workshops, business simulations, one-to-one and group coaching. A Customer Advocacy programme was attended by over 2500 branch advisers and observed by all levels of leader and manager.

The Result

The bank saw a significant reduction in staff leaving the business, which they attributed in part to TLSA International’s involvement. There was significant improvement in customer satisfaction, net promoter and mystery shopper scores. Staff feedback was positive and business revenues increased.

"TLSA, in partnership with our Learning and Development Team designed and delivered a bespoke training solution that fitted perfectly with our needs and business objectives. The programme has inspired colleagues to understand and embrace the key elements of customer advocacy and is testament to the impressive knowledge and experience that Brett Lyons and the TLSA team have brought during the development and delivery of the training."

- Senior Leader