Closer to Customers and Clients
Research context and challenges
LBG's strategy and responsible business plan 'Helping Britain Prosper'advocates that when people, businesses and communities across Britain prosper, so will LBG. It provides a framework based on putting customers first, keeping things simple and making a difference together. To help achieve this, the customer immersion programme, a major new research initiative, was launched in 2015. It enables LBG employees to empathise with its diverse and complex customer base and therefore to better understand their different needs. This in turn allows LBG to develop propositions...