LLOYDS BRAND TRANSFORMATION

While Lloyds customers really trust their bank, with fintechs bursting onto the scene, this 300-year-old bank needed to dramatically transform. ​​Our brief was to redefine Lloyds' day to day relationship with its 15 millions customers, moving beyond transactions to become a proactive, experience-led, financial partner to help them make the most of life.  

A total transformation 

We used Lloyds' new brand to create our Forward thinking philosophy for 1:1 comms, using creativity, data, tech and behavioural science to create hyper personalised experiences, so every conversation became an action plan, to move our customers forward and reach their goals. ​

A whole new way to behave

'Forward thinking' helped us give customers just what they need, before they even knew they needed it. And a playful, human tone made potentially complex financial matters blissfully easy to understand and action. It helped Lloyds rise out of the traditional world of finance and take on the fintechs. 

Results

A significant impact on customer engagement: 

£60 million increase in 12 month revenue

700,000 additional customer needs met 

17% increase in trust that 'Lloyds has my best interests at heart'. ​​

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