Newsletters From BTU
Willis Towers Watson – The Worst Net Promoter Score Ever?
The Net Promoter Score or NPS, which is used by the largest companies in the world including Lloyds Banking Group, measures customer experience by asking one question: ‘How likely would you be to recommend brand/product/service to a friend or other colleague?’ Answers...
Passing The Book
Many retired members who value their Lloyds and Halifax passbook accounts have asked whether they can challenge the Bank’s decision to withdraw their accounts. Members will recall that in an earlier Newsletter we reported that Lloyds was planning to get rid of 3.1...
The Changing Face of Representation
It’s stating the obvious to say that over the last 30 years the workplace has changed dramatically through a combination of technology and much different employer and employee attitudes. One of the areas affected most has been what used to be personnel, now human...
Muscle Memory & Sales
In a previous Newsletter we reported that the newly appointed Customer Channels, Managing Director, Mark Steel, was using old style sales language in his meetings with managers. On a call to branch managers he talked about “product sales”, “product holdings”, “product...
It’s Gone From A One Year To A Two Year Pay Squeeze
Members won’t be be fooled by the headline figures produced by Lloyds and their in-house staff unions. They’ve seen it all before. It was a pay squeeze last year and that’s set to continue for the next two years for many Lloyds staff. The bank’s two-year pay deal...
Branch Network Creaking Under Pressure
Lloyds' branch networks are under immense pressure. A combination of complicated systems and products, too few staff, superficial training, inexperience and managers being stretched far too thinly across groups of branches means inevitably that mistakes are going to...
Bank Announces Shift Working Plans For MaPAs
Yesterday, Lloyds announced that it plans to move all MaPAs to shift working from January 2024. The Bank states that there is a demand it cannot currently meet outside the usual Monday to Friday 9a.m. to 5p.m. bandwidth and it wants to increase availability for...
Letter To MPs Regarding Offshoring IT
Pension Surpluses Up For Grabs?
Lloyds Banking Group and other listed companies could be allowed to extract as much as £50 billion from their pension schemes under radical plans set out by the Chancellor in his recent Mansion House speech. One of the central ideas floated by the Chancellor is to...
Sales Management In Halifax
What Halifax is really doing was made clear by Mr Peter Steel, Customer Channels, Managing Director, in a recent call to managers. He said that the Bank had room to reduce almost 2 million additional counter transactions. That’s in addition to the transactions that...
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