Our aim is to “earn all of our customers’ business”.
In taking over the reins earlier in the year, Westpac’s new Chief Executive Officer in New Zealand, Brad Cooper, moved quickly in identifying the need to return to basics. With a revitalised management team, Brad and the team laid down clear goals and accountabilities to win the hearts and minds of New Zealand customers.
The results are beginning to show. In the last six months, we have turned the corner in rebuilding positive business momentum after a period of sliding customer share. The secret has been to align everyone around a very clear vision – to earn all of our customers’ business.
In business banking, where we continue to lead the market, we’ve sought to do just that by helping our customers respond to the challenging economic environment, dominated by an over-valued currency and abnormally high interest rates.
In retail banking, our focus is on investing in the training and development of our people, particularly those in the frontline. We believe that the path to reduced customer turnover and sustained positive market share growth is through lifting the skills and capabilities of our people to better serve our customers. After all, earning the right to our customers’ business can only come from great people delivering great service.
But we’re not stopping there. We’re increasing our footprint in the key Auckland market and focusing on the particular needs of customers across different markets and segments. We have also been making some smart investments in new sales and service platforms to lift our service and productivity.
With our renewed focus, a more confident and skilled team, smart investments and positive momentum into 2008, we’re tackling our real game plan – to “earn all of our customers’ business” – with renewed confidence and determination.