Sotto Mayor
Challenge: A newly acquired bank needed a long overdue overhaul of its systems, products and network management.
Solution: Set up a performance programme to teach field managers to become hands-on sales coaches, and to teach staff to engage customers in valuable, needs-oriented conversations.
Result: Very few customers left the bank during the transition period. Meantime, the bank quickly doubled the average number of products per customer.
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Lloyds TSB
The extra load of compliance costs looked in - escapable. The figures for opening new current accounts, were very worrying: