Results

In HBOS, our Service programme moved the bank from bottom to top of the ‘big four’ for customer satisfaction.

• The Colleague Morale Index showed 90% of Branch Managers felt their leadership had improved
• Colleagues showed a 14% increase in service advocacy

After implementation HBOS decided to implement a Phase Two to include a new Sales programme.

• Senior leadership now developed the HBOS relationship with its customers, moving from product focus to sell-to-need
• Our Sales programme for HBOS delivered an immediate 20% increase in sales and product-per-buyer, increasing to 40% in 2008–2009

In Tesco…

• The Living Service programme for Tesco won the MCA Best Culture Change Programme in 2004
• The Service programme for Tesco Service Centre increased customer service levels by 45% and attrition was reduced by 42%

FMG report that our coaching has had a positive impact on how the Board are performing as a team.

• Participants indicated a greater understanding of and confidence in applying the skills in their day-to-day jobs
• Employee engagement is up from last year
• Managers played a significant part in the increase

“BA Customer Service Programme was one of several factors that contributed to BA’s ‘year of record performance’ in 1996–97.”

Mandela Rhodes Foundation – “The unanimously identified strength of the program was its purpose: its commitment to making a real difference by promoting values that stretch beyond self interests, self development and aggrandizement.”