Wednesday, November 7, 2012
OPENING KEYNOTE ADDRESS: UP THE PRODUCTIVITY CURVE FROM DOWN UNDER
From its last place, lowest-share-of-small-business-market position three years ago, Bank of New Zealand shot to #2 market share in 2011, doubling their small business customer base, increasing customer advocacy scores 22 percentage points, and increasing sales representative productivity eleven fold. Beginning with extensive customer feedback, the small business line management team dramatically changed strategy, focusing on the usual suspects – access, product design, pricing, and advice – in an extraordinary way that has reduced the business line’s efficiency ratio to 47% in the network overall and an eye-popping 20% within the line of business.
Harry Ferreira, BNZ’s National Manager of Small Business, will share the insights BNZ developed from their customers’ feedback and the critical strategy and execution elements that generated significant increases in customers, revenue, balance sheet footings, and productivity.