Bendigo Bank Case Study
Case Study
The Business Of Thinking
Industry: Financial Services
Project: Improving customer service and sales effectiveness and building a culture that promotes diversity
Contributed by: Matthew Galik, Director of Sales and Marketing, Herrmann International
Asia; and Andrew Stagg, Manager, Learning & Development, Bendigo Bank
About Bendigo Bank
Bendigo Bank is a regional Australian bank, operating primarily in Victoria, Queensland, and New South Wales. With over 200 bank branches and approximately 2,200 employees,
Bendigo Bank has differentiated itself in Australia's financial services marketplace as an innovative service provider both at the customer/bank branch level, and organisationally through its Community Bank program which has provided local banking to remote
Australian communities not serviced by Australia's Big Four' banks.
A truly values-driven organisation, Bendigo Bank's motto is:
Successful communities and successful customers create a successful bank'. The bank's focus on communities and exceptional customer service has made it one of Australia's most respected (and, though perhaps strange for a bank, well-loved) organisations. The esteem in which Bendigo Bank is held has also translated into high customer satisfaction ratings and organic growth in deposits and accounts (two immediate measures that are impacted by customer service) that far surpass industry standards.
Objectives
♦ To build competitive advantage through a strong focus on customers and customer service. ♦ To reinforce a long-standing company culture that supports communities and creates a fulfilling workplace for employees through understanding and supporting diversity.
Desired business outcomes
To drive organic growth in the bank (customer numbers, deposits, and ultimately profitability and EPS) by differentiating the bank from others in the industry on the basis of a uniquely satisfying customer service experience.
Key customer
The Business Of Thinking
Industry: Financial Services
Project: Improving customer service and sales effectiveness and building a culture that promotes diversity
Contributed by: Matthew Galik, Director of Sales and Marketing, Herrmann International
Asia; and Andrew Stagg, Manager, Learning & Development, Bendigo Bank
About Bendigo Bank
Bendigo Bank is a regional Australian bank, operating primarily in Victoria, Queensland, and New South Wales. With over 200 bank branches and approximately 2,200 employees,
Bendigo Bank has differentiated itself in Australia's financial services marketplace as an innovative service provider both at the customer/bank branch level, and organisationally through its Community Bank program which has provided local banking to remote
Australian communities not serviced by Australia's Big Four' banks.
A truly values-driven organisation, Bendigo Bank's motto is:
Successful communities and successful customers create a successful bank'. The bank's focus on communities and exceptional customer service has made it one of Australia's most respected (and, though perhaps strange for a bank, well-loved) organisations. The esteem in which Bendigo Bank is held has also translated into high customer satisfaction ratings and organic growth in deposits and accounts (two immediate measures that are impacted by customer service) that far surpass industry standards.
Objectives
♦ To build competitive advantage through a strong focus on customers and customer service. ♦ To reinforce a long-standing company culture that supports communities and creates a fulfilling workplace for employees through understanding and supporting diversity.
Desired business outcomes
To drive organic growth in the bank (customer numbers, deposits, and ultimately profitability and EPS) by differentiating the bank from others in the industry on the basis of a uniquely satisfying customer service experience.
Key customer