CUSTOMER JOURNEY MAP

Phases of SMEs

Lloyds Bank could provide more smart platforms to assist the SMEs with the measurement

More collaboration with professional teams in environment to help the SMEs to decide the strategic plan and build the road map

1) The self-rating process involes a lot of subjective judgements, companies could launch a more intelligent system to help SMEs to analyze their current situations and automatically generate reasonable priorites for SMEs. 2) CFGI improvement

1) Keep in touch with relevant industry body to gain sustainablity knowledge by asessing Lloyds Bank's Sustainability Hub, market insights...

1) Measure the carbon footprint 2)Mobolise the plan using the insights -- setting targets and deadlines 3) Monitoring the impact 4) Access the Green Buildings Tool

1) reduce its carbon footprint is to switch to a renewable energy provider2) Building a strategic plan 3) Build a roadmap to measure, monitor and impact

1)Complete Clean Growth Sustainability Audit Guide to gain automatically generated sustainability ratings. 2) Decide your priorities, - Set Clear Targets & Timeline, - Show the findings, Bring in external support, - Re-audit after a set period 3) Making sustainable changes with the Clean Growth Financing Initiative (CFGI) -- discounted lending for green purposes. 4) Read through supporting resources

1) Keep measuring & monitoring 2) Keep the business in pace with external development and supply chain 3) Stay informed

1) Measure and Access the current environmental impact 2) Put in place a system to monitor progress

To achieve rapid commercialgains through cost savings and quick reductions in carbon footprint. Set the roadmap

Determine the right sustainability changes for business

1) New initiatives occur to be measured and monitored.2) Unforseen events that distract and delay the progress

Finding the right external expertise to assistwith measurement

1) Overload information. 2) Risk of failure in some initiatives 3) Hard to balance sustainability & commerciality

For SMEs seeking sustainable development

1) SMES recognise the benefits of sustainability but are facing barriers of insufficinet budget, high cost, low return on investment 2) Difficult to decrease emissions outside own operations 3) Hard to measure environmental impact

4. Navigating the Road Ahead

3. Measure, Mobilise, Monitor

2. Short Term Wins and Employee Engagement

1.GEtting started

Pain Point

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action

Opportuniti es

Lloyds Bank Customer Journey Map

2) The tool is designed to provide live updates as measures implemented, so that a clear view of the property portfolio is always available to review. 3) the tool helps you to identify, evaluate and understand the estimated outcomes of potential investments to make your property more sustainable and energy efficient.

Green Buildings Tool:

1) Calculates potential savings by combining benchmark data from CFP’s expert systems and the information provided about a building. The dashboard generates a tailored recommendation of cost-saving measures that could improve the green credentials of a property.