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Case Studies Coutts Bank

Coutts Bank

Case Study
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1 min read
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Introduction

Despite its reputation for excellence, Coutts recognised that some advisors struggled to form meaningful client connections. Mindflick partnered with them to develop CLICK, an emotional intelligence programme designed to enhance self-awareness, emotional control, and relationship-building skills—helping advisors build deeper client connections and elevate the sales experience.

The challenge

Coutts advisors are known for their exceptional client service, but they had identified a key challenge on the frontline—in some cases, advisors struggled to form strong, natural connections with clients. When this happened, they either leaned on the bank’s reputation or passed the client to a colleague in the hope of a better fit.

To deepen client relationships and improve the sales experience, Coutts wanted to equip advisors with the skills and awareness to click with any client, fostering deeper trust, improved satisfaction, and stronger commercial performance.

The solution

Mindflick developed CLICK, a four-phase programme based on Daniel Goleman’s Emotional Intelligence Model, designed to enhance EQ and relationship-building skills. The CLICK programme included:
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Setting Goals
A 1-2-1 session introducing the EQ model, identifying strengths, and setting personal development goals.
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EQ Workshop
A two-day immersive session focused on developing self-awareness, emotional control, and the ability to read and respond to client preferences.
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CLICK Skills
A one-day workshop introducing practical techniques for building rapport and strengthening connections with clients.
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Maintaining Momentum
A final 1-2-1 coaching session, embedding learning and ensuring new behaviours became habits.

The impact

The CLICK programme has had a significant impact across the organisation: 

Over 400 sales advisors and team leaders have participated, with the course receiving outstanding NPS scores across 25 cohorts. Advisors who completed the programme reported increased emotional intelligence, leading to increases:

  • 2.1 Higher client-rated Net Promoter Scores (NPS)
  • Improved client satisfaction
  • Measurable increases in sales performance

In 2022, CLICK was awarded the Princess Royal Training Award, recognising its transformational impact on staff development and client relationships.

By embedding emotional intelligence into the way advisors engage with clients, Coutts has strengthened relationships, satisfaction, and commercial success—ensuring every interaction is an opportunity to build trust and drive results.

Ready to transform your team’s ability to connect? Start your journey with Mindflick today.

2.1
x
increase in client related net promoter scores
24
%
increase in emotional agility
20
%
increase in contextual sensitivity
18
%
increase in emotional intelligence
"The CLICK program has driven a cultural shift at Coutts, reshaping how we understand ourselves, our clients, and our colleagues. We’ve deepened our self-awareness and strengthened our connections, but the real impact is in our ability to adapt and flex naturally, making every interaction more meaningful and effective."
Warren Thompson, Managing Director