Case Studies

Leading European Retail Bank Rolls Out Incentive Scheme to Enhance Customer Service

One of Europe’s largest retail banks was planning to introduce a new incentive scheme for the branch and customer service managers of their network from Q1 2009. This scheme was to be based on the drivers of Net Promoter Scores (NPS). The client asked L.E.K. Consulting to assist in developing the new incentive scheme to motivate value-maximizing behavior, and increase NPS.

Financial Services Company Defends Market Position with New Distribution Strategy

A New Zealand financial services business that provides life insurance and some health insurance, investments and home loan products, was facing a rapidly changing regulatory environment focused on improving the quality of agent advice. In response, the company was looking to build a distribution strategy that would protect its market position.

Global Broker Charts New Strategy for Growth in Over-The-Counter Capital Markets

In the wake of the 2007 worldwide financial crisis, a leading global inter-dealer broker with operations across the world’s principal financial centers found that its plans, assumptions and perspectives on the growth potential of major product groups had to be fundamentally re-assessed.

Global Expansion Strategy Guides Financial Company

A company that provides insurance and investment-related products and services – including protection, retirement income and investments, and mortgage insurance – had a corporate mandate to build its international business to 50% of total corporate revenues/profits over two years.