One of the UK's largest and oldest banks wanted to review its growth and retention strategy, ensuring that it could retain its base business in the face of fierce competition, while 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 with an internal employee and senior management analysis.
Based on our findings and recommendations, we defined, designed and delivered, in collaboration with the client, 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 great success.
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