BNZ: Owning customers on and offline

During my sagas with BNZ I’ve been struck at how unfailingly polite and efficient the BNZ Customer Service Representitives (CSR’s) have been. They may be dealing with obsolescence on their screens, but at least they are nice with it.

They. That’s an issue, and an issue that commenter  Keith Tan pointed out also happens with personal bankers.

Over the last 4-5 months I’ve had Peter M, (twice), Renee G, Kylie T,  Krissy W (4 times), Laura P, and Julian A – all CSR’s – reply to my emails.

That’s 6 people for 10 emails.

It’s pretty easy technology-wise to direct all of my emails to one or two people, particularly when the emails are of a similar nature or in the same thread. It’s also pretty easy to escalate ‘difficult’ customers like me to someone with a different title.

Neither has happened, and the overwhelming effect is the impression that BNZ as an institution does not listen and does not care about me as an individual. (They certainly don’t read blogs :)

Let me reiterate – the individuals concerned have been excellent. However, there is no overall account ownership. Every message stream is a transaction – nothing more.

My suggestion to BNZ is to move to consistent customer ownership – both on and offline. That’s the same person in the branch and on the other end of my email. CSR’s have to sit somewhere, so why not put them in a local branch?

The reason I started with BNZ in the first place was because I knew my personal banker.

BNZ can reinvent the personal banker experience by moving to a consistent person in all touch points, and then use this relationship to really understand my needs, give me the products and services that I desire and make me want to stay.

It’s all about the people, not the systems – but the systems are getting in the way of the people.

Published by Lance Wiggs


2 replies on “BNZ: Owning customers on and offline”

  1. I agree with the personal banker conundrum… the days where you’d get to know your banker well so that he can quickly sort out your finances for your (be it a short term loan, mortgage, or even currency exchange) – is gone.

    It used to be a service that you could access with 1 phone call, tell him/her what you need, wait a moment, get a phone call back and find out it’s all sorted.

    Nowadays, the phone number on the business cards you get either go to the help desk or at best, you get the branch number.


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