The Background:

The bank wanted to shift its strategy from a focus on ‘product sales’ to ‘outstanding CX’. This in turn would reduce customer churn, improve cross-selling and increase new business as a result of positive ‘word-of-mouth’.

Our Approach:

To deliver ‘Cycle’ across the entire organisation, several hundred ‘Customer Champions’ were identified and ultimately trained to allow the delivery of a bespoke programme of workshops across all staff in a rapid space of time. ‘Champions’ were empowered to analyse the ‘Magics’ and ‘Tragics’ of their own service experience-through the eyes of their customers–and identify hundreds of practical ideas for improvements.

The Outcome:

• NPS: Up 28 points over a 3 month period (+54 - highest ever recorded).
• Sales revenue: 14% higher.
• Staff Engagement Score: Up by 32%; Staff Retention: Up by 50%
• Products Per Customer: Up by 133% within 6 months