Major bank, New Zealand – on-brand customer experience

Our client is one of the big 4 bank brands in New Zealand with around 3,000 retail staff. They recognized that there had been a weakening of their relationships with customers following a period of low investment and restructuring. Positive perceptions of the brand had fallen and market share had been gradually eroded. Following a program of performance improvement projects, the leadership team wanted to accelerate the momentum around the improvements, and align staff around the brand promise.
 
What was delivered:
  • Executive engagement programs to ensure alignment around the strategic direction
  • Alignment of HR, Marketing, Learning and Development, and Business Improvement initiatives
  • Design and delivery of a two-day, high activity, high engagement event for the top 300 managers
  • Design, development and delivery of engagement programs for Brand Leaders, Line Managers and Brand Champions
  • Development of on-going tools and resources to sustain and build momentum
  • Executive and Leadership Coaching 
  • Sales and service program for all Retail Network Managers.
 
What has been achieved:
  • Highly engaged leadership team around the strategy and vision
  • Employee engagement increased by 9% being the best in the wider group
  • Improved staff retention - attrition fell from 13.7% to 8.1%
  • Sick leave fell by 17.5%
  • Customer delight score (happy to recommend to others - top score) improved 6% in 12 months
  • Internal business referrals improved 400% in 12 months.
 
Some staff comments:
  • “The aspirational measures help us understand what we are aiming for and how I contribute...”
  • “I’ve noticed increased communication and people working together across the business...”
  • “It’s great we’re looking at this from the customer point of view...”