Delivering an improved customer experience to drive profitable growth Permanent TSB
The Opportunity
Permanent TSB’s strategy is to maintain and build on the bank’s position as a significant retail bank in Ireland. They set out five priority areas to deliver their strategy over the medium term. These centre around profitable growth, operational effectiveness and efficiency, capital management, effective management of legacy issues and value & values-based culture. These strategies support the Permanent TSB vision “To be the Bank of Choice”.
With a clear strategy, the intent needed to be brought to life for employees and customers.
Cp2experience was asked to review the effectiveness and opportunities for improvement in the branch and direct banking sales channels. As a result of our review, we were asked to focus on supporting the training and development requirements of the branch and leadership teams to help them deliver improvements in customer experience and sales through service.
The Solution
We designed and delivered workshops for branch leaders and advisory teams, whilst advising and coordinating with a wider ‘Blackbelt’ development programme that aimed to upskill all branch teams, as part of a transformation project. Following a successful pilot, the whole retail population of over 700 colleagues were scheduled to attend the training that was designed to enable advisors to:
• Make the branch experience easier for customers
• Deliver a consistently high standard of advice and expertise
• Effectively match customer needs with Permanent TSB products and services
The Covid Challenge
The roll out of face-to-face training was interrupted by the Covid-19 pandemic in March 2020. Permanent TSB wanted to continue the programme, so cp2 redesigned the programme as a blended learning solution. This incorporated multi-media e-learning modules, in branch activities, and briefing and coaching sessions delivered via video conference.
The Results
“Cp2experience has been a key partner in helping us to implement the changes we have been making in our business to better serve our customers. We don’t normally hire consultants; however, we made an exception with cp2. As well as their expertise as first-rate consultants, the extensive business experience that they bring to the table shines through. Their deep experience of managing and advising on customer growth initiatives with a particular focus on behavioural change has helped us take our people with us and develop new and different skills required to meet the changing needs of our customers. They have supported us in making our people the best they can be.”
Eddie Kearney | Head of Retail Distribution, Permanent TSB
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