Activities that move life forward – education, technology, innovation, culture
Welcome to the world
of the LHV brand
What is the brand?
It is about telling stories in a way specific to us. It’s a unique experience a person has when they interact with us – both visually and substantively. A brand is also a kind of social phenomenon that reaffirms through action, attitude and language that it is an inseparable part of the community – in the sense of the internal community and society in general.
A well-maintained and honest brand is trustworthy, connecting clients and employees alike, and fostering long-term ties. That is capital for us, and an engine for development.
All of us who work for the good of LHV are brand ambassadors in one way or another. LHV and its identity defines us to a significant degree as individuals in the public eye. That makes it important for all of us to be aware of the principles featured here on this page.
The brand’s essence
What is our origin?
In the beginning, we were rebels, iconoclasts. We pushed boundaries and transformed ordinary people into investors. We then questioned the banking status quo and established our version of a broad-based consumer bank – without a network of branches, yet still offering the best customer service. We became heroes for a new era.
Today we are bold creators, keen on seizing opportunities in the financial world, and use technology to give people the freedom to dream big and follow through with actions.
Who are we?
We are trailblazers who use technology to offer innovative financial solutions stemming from every client’s actual needs.
Where are we?
As a rule, financial organizations are bureaucratic and profile people into categories. But people and businesses’ lives resist pigeonholing. That conflict leads people to seek out untraditional, faster, more convenient and more personalized solutions to their financial problems.
Who are we for?
We’re the intelligent choice for people who want to think and act big, set ambitious goals and invest in their future.
What is our pledge?
We know our customers and their goals and give them the freedom to think big and act boldly.
Whom do we talk to?
Doers appeal to other people of action. As such we share similar values and motivations to the more enterprising part of society. There are many proactive people – in all ages and in all fields.But in particular, we place importance on two sub-groups:
Youth
We educate the younger contingent about financial matters and entrepreneurship. The youth of today give us inspiration and youthful initiative. We both do what we do for the good of the future.
Enterprising people and entrepreneurs
We give them the freedom to dream big dreams. In return, we get the chance to grow with them. The fact that we’re goal-oriented and bold about taking the initiative unites us.
Personal
A brand is also the impression that people get from someone who just left the room. Personality is what is remembered and informs people’s final appraisal of us. No one can ultimately go against their core identity, since it’s in our DNA. But we can consciously leverage and apply our influence.
Simplicity
We are clear, not superficial. We are capable of separating the important from the unimportant. We think about what we say before saying it to ensure that we will be understood. We believe it’s possible to achieve more with less information if it’s accurate and detailed.
Supportiveness
We want to understand people’s actual needs. We don’t prattle on and on but find a solution. We provide a boost, but remain honest. We support those we have common cause with.
Getting results
The result isn’t always money. It can also be time or relationships. We steer expectations. We explain and give guidance. We provide teaching if needed. It’s important to be able to notice and recognize results.
Language, tone and demeanour
Language is important
We are proficient in several languages, but don’t code-switch. Clean, attractive use of language is an inseparable part of LHV’s brand communication.
Addressing clients
Our client is our partner and companion along our path. Our relations are natural, forthright and friendly. If it seems that a given client thrives on a more respectful approach in direct interaction, we will offer that.
Tone and demeanour
'Our personal touch is always expressed in our tone of voice as well – and that’s true over all channels. Four principles are the key here: we try to be bold and inspiring, we are customer-centred and supportive, use simple and direct language, and speak confidently and clearly.'
Examples
The following examples give a better idea of what tone and style we should take when speaking or corresponding with clients. We highlight suitable approaches and examples that should be avoided to keep the interaction in line with our brand’s values.
“We all have the freedom to make forward progress.”
“At least in theory, we should all have the opportunity to get on with our lives.”
“In investing, getting results counts, and that’s our strength.”
“We feel we’re relatively strong when it comes to investing.”
“With insurance from LHV Kindlustus, your home will be solely a source of pleasure.”
“Unless it’s a loss not covered by our insurance, you can feel secure with LHV Kindlustus.”
“We’re looking out for you and want you to feel that you’re getting VIP customer care.”
“As a financial institution with a high credit rating, we guarantee you all of the benefits and discounts of being an Au-client.”
“We’ll learn about your goals and risk tolerance so we can reach the desired result.”
“Our choice of investment strategies covers all target groups.”
“We value our clients’ loyalty and prudent approach to risk.”
“If you’re insured with us for a certain period, there’s a discount included in our loyalty programme.”
“Moving to a new home is a natural part of life, but one that takes careful planning.”
“There’s nothing easier than moving house, especially if you do it with our assistance at especially favourable rates.”
“Assess your risk and customize your deductible yourself.”
“Regardless of your risk appetite, we can put together a very attractive offer with low instalments.”
“We offer innovative financial services that will help you to achieve your goals.”
“Based on our commitment to offer clients integrated, comprehensive and innovative financial services that meet the requirements of the constantly changing economic environment and individual needs, we have created a diverse set of solutions that allows every client to find the approach that’s right for achieving their financial goals.”
“With instant payments, transfers will reach the recipient in mere seconds, any time of day or night. Free of charge.”
“If you make instant payments through LHV, the transfer will reach the recipient in a maximum of one minute day or night (incl. bank holidays). We don’t charge clients a service fee for instant payments.”
Sponsorship principles
Benefits from sponsorship must be mutual and values-based.
We support only activities that are consistent with our value space:
Activities where speed and reaction time are important – sports, entrepreneurship
The impact of the support is an important criterion alongside shared values:
The activity engages the public and/or allows direct participation and/or builds inclusiveness
The activity is ambitious and at a professional level
The activity transforms or builds on an existing understanding or paradigm
