Need

The retail network of the business needed help to be more effective in its relationships with customers. A key performance indicator was identified to develop these capabilities by implementing a coaching culture.

Solution

The Insights Discovery system was identified as the vehicle/enabler to help individuals improve their self-awareness.

It was only after experiencing an Insights Discovery experience that the power of this methodology to transform relationships across the retail network became evident.

Retail Directors therefore become accredited in the Insights Discovery system to enable them to roll out a learning and development programme across the Area Director community and their branches.

One year later, the collective data from this programme was analysed to provide Nationwide with a rich insight into the personality and culture of the retail network, thus informing the next steps for the learning agenda and the departmental strategy. At this stage a new Sales Effectiveness initiative was introduced to help sales people to achieve their targets.

In recent months, a programme of Team Effectiveness has been implemented to complement these personal and sales effectiveness initiatives .

Results

The Insights Discovery system now features as a language across a broad range of Nationwide’s retail business including Personal Development Plans, meeting management, negotiations, cross-team transfers, induction and leadership.

Out of this wide range of initiatives, a number of additional individuals have been accredited – further embedding the Insights methodologies across the organisation.

“Discovery transcends all levels of the business. It has fundamentally changed me (for the better) for ever. Truly life-changing."

Paul Skentelbery
Regional Director, Retail Operations North.