Situation

Hampshire Trust Bank is focused on financing commercial customers based on best principles in relationship banking, delivered by experts in their fields. The Bank also offers competitive savings accounts to individuals and businesses. Having created and implemented a comprehensive brand development programme for Hampshire Trust Bank, comprising brand strategy and embedding workshops, corporate identity, brand guidelines, web site, collateral, documentation and advertising, Financial Marketing was invited to structure a Customer Experience (CX) programme to ensure that the values were being lived by the organisation at every step of the customer journey.

Solution

Financial Marketing met with the Managing Director and Divisional Heads to structure and implement a programme of depth ‘Voice of Customer and Introducer’ telephone interviews to identify actionable and incisive insights and recommendations for product and service enhancement. The detailed CX research was used to establish a foundation for operational effectiveness and innovation centred around the Customer Experience to create strong, long-lasting relationships with both businesses and intermediary channels.