ANZ BANK

CUSTOMER RETENTION

CHALLENGE

TRANSFORM A TRADITIONAL RESEARCH STUDY  WHICH LACKED INTERNAL STAKEHOLDER SUPPORT INTO A RELEVANT, DYNAMIC AND INSIGHTFUL ACCOUNT MANAGEMENT TOOL, ONE THAT WOULD ULTIMATELY ENHANCE THE CUSTOMER EXPERIENCE. 

SOLUTION

We transformed the existing program from being a ‘research study’ to a ‘business intelligence process’ that could be used to tangibly improve the customer experience and ROI by including share of wallet questions, business risk and growth measures.

IMPACT

86%  

129 customers were identified as ‘At Risk’ of leaving the bank

 

 

 

Of these customers were retained by the bank.

63%

Of those interviewed for the study asked for their Relationship Manager to contact them with regards to unmet product needs. This resulted in a revenue uplift of 18% amongst these customers.

55%

 

 

 

 

 

Of customers that hadn’t been asked for a referral were prepared to offer new business referrals, this equated to 391 customers offering new business leads.

INTERESTED
IN PARTNERING
WITH US?
We love a challenge big or small, local or global. So don’t hestiate to reach out.
OLIVER
RUST
+852.2882.3042

Start typing and press Enter to search