Burgers and banking? Success in both requires training staff to have customers' needs in mind in every transaction. Speed and accuracy count in burgers and banking. Of course, the bank, like the burger place, has to evolve the menu of products in the portfolio over time as customers' requirements and preferences change. Technology can add convenience at the till or the cash machine, for burgers and banking alike.
At ANZ, Noble is sprearheading a reimagining of branches to give them a more comfortable ambiance. The idea is to blend in with the community and make customers feel at ease, encouraging repeat visits and positive brand associations. Not so different from burger restaurants, which after all must be refreshed and updated periodically.
"We have to compete on more than just price and more than just product; we have to be part of each local community," Noble says. "It is not like people want banks to be their second-best friend, but you do want to feel like you somewhat matter."
Will bank customers recommend ANZ to their friends? The Net Promoter Score is a key metric to be used in evaluating the bank's progress in satisfying customers. With NPS, customers are asked a single question: How likely is it that you would recommend this brand to a friend or colleague? Noble expects that applying NPS will result in a customer focus that differentiates ANZ from its competitors.
Competition is intense in the world of banking, and ANZ is investing in technology to enable its customers to bank when and where they want, at home or on the go. Still, branches remain a key element because of the opportunity to meet customers face-to-face and gain first-hand knowledge of their preferences, goals and concerns. ANZ is also reaching out via FB, LinkedIn, Twitter, YouTube and a news portal.
