The Tesco Bank Customer Engagement Programme
This innovative engagement and development programme supported the successful transformation of Tesco Bank. Spectacular results include increases in engagement and customer satisfaction. Tesco also saw a dramatic decrease in complaints
The challenge
In 2015, Tesco Bank restructured. As part of a major transformation, they were looking to become more customer-centred. Its goal was to increase customer satisfaction and performance in line with its purpose and values. As a ‘challenger’ bank, it was keen to take an innovative approach to engaging people.
The solution
Tesco Bank and Cirrus co-created and co-delivered an interactive engagement programme, aligned to the transformation. The main aim was to support colleagues to ‘delight’ customers consistently.
Focus on long-term, sustainable behavioural change rather than short-term goals and financial incentives
Cirrus facilitated a series of disruption sessions with colleagues
A new customer journey was defined, flexible in structure to accommodate customer needs
A series of workshops was co-created and co-facilitated by Cirrus and Tesco Bank
Increased participants’ understanding of customer needs and built the capability to meet these
Developed leaders to drive change and support their teams
1,600 Tesco Bank CSRs and the entire leadership population experienced the programme
Impact on business
This programme created a shift away from a short-term focus on process-driven communication to a long-term, customer-focused approach.
Tremendous results include:
Significant improvement in scores for empathy and responsiveness to customers
CSRs learn from each individual customer and ensure that they offer tailored solutions
Improved net promoter scores show increased customer loyalty
Better collaboration across the leadership, management and CSR teams
Recognised by the CIPD People Management Awards and the HR Network Awards
%
Increase in responsiveness to customers
%
Decrease in customer complaints
%
Decrease in reopened complaints
%
Feel proud to work for Tesco Bank
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