Market Harborough - Tale of a good to great CX journey

Taking customer experience from good to extraordinary

MHBS wanted to ensure their brokers had a best in class CX experience. We helped them achieve it.

Taking customer experience from good to extraordinary

MHBS wanted to ensure their brokers had a best in class CX experience. We helped them achieve it.

Taking customer experience from good to extraordinary

MHBS wanted to ensure their brokers had a best in class CX experience. We helped them achieve it.



100%

Of stakeholders would recommend working with  Elev-8 to a friend or colleague


9.8

Average score rating for programme workshops


95%

Delegates would recommend the programme to a friend or colleague

 

"Best customer experience training I’ve had in 35 years."

Senior Leader

Market Harborough Building Society


"Best customer experience training I’ve had in 35 years."

Senior Leader

Market Harborough Building Society


The challenge

Feedback from intermediaries (brokers) highlighted the need to simplify processes and improve the human conversation that wrapped around complex financial transactions.


Recognising that this was negatively impacting on quality and transaction volume, the senior team reviewed performance across the wider business resulting in a desire to improve how all employees worked with each other and with customers.


A good to great journey was in order to raise customer satisfaction and reduce effort for brokers, customers and colleagues.

The challenge 

Feedback from intermediaries (brokers) highlighted the need to simplify processes and improve the human conversation that wrapped around complex financial transactions.


Recognising that this was negatively impacting on quality and transaction volume, the senior team reviewed performance across the wider business resulting in a desire to improve how all employees worked with each other and with customers.


A good to great journey was in order to raise customer satisfaction and reduce effort for brokers, customers and colleagues.

The challenge 

Feedback from intermediaries (brokers) highlighted the need to simplify processes and improve the human conversation that wrapped around complex financial transactions.


Recognising that this was negatively impacting on quality and transaction volume, the senior team reviewed performance across the wider business resulting in a desire to improve how all employees worked with each other and with customers.


A good to great journey was in order to raise customer satisfaction and reduce effort for brokers, customers and colleagues.

"We have been delighted that the data modelling, content of the sessions and the coaching have all been of the highest standard, and the new skills are straightforward to embed into our everyday. Thank you so much."

Senior HR Leader

Market Harborough Building Society


"We have been delighted that the data modelling, content of the sessions and the coaching have all been of the highest standard, and the new skills are straightforward to embed into our everyday. Thank you so much."

Senior HR Leader

Market Harborough Building Society


"We have been delighted that the data modelling, content of the sessions and the coaching have all been of the highest standard, and the new skills are straightforward to embed into our everyday. Thank you so much."

Senior HR Leader

Market Harborough Building Society


The solution

Building on a solid foundation, the team needed a boost in high performance skills that would enable them to deliver high quality customer experiences.


Three core components were identified by the building society that they wanted to see in every conversation and a 5-module bespoke development journey was built around these.


Leaders were integral to the embedding approach and were fully supported through the programme with 6 virtual sessions and a sustainability toolkit.

The solution

Building on a solid foundation, the team needed a boost in high performance skills that would enable them to deliver high quality customer experiences.


Three core components were identified by the building society that they wanted to see in every conversation and a 5-module bespoke development journey was built around these.


Leaders were integral to the embedding approach and were fully supported through the programme with 6 virtual sessions and a sustainability toolkit.

The solution 

Building on a solid foundation, the team needed a boost in high performance skills that would enable them to deliver high quality customer experiences.

 

Three core components were identified by the building society that they wanted to see in every conversation and a 5-module bespoke development journey was built around these.


Leaders were integral to the embedding approach and were fully supported through the programme with 6 virtual sessions and a sustainability toolkit.

Want to transform your Customer Experience?

We can help.

Want to transform your Customer Experience?

We can help.

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