Mr Chronican said the key to “driving the cultural shift that our customers and the community demand” was a focus on customer service.
“We need to bring the same obsession to customer outcomes that airline companies do to safety. We must deliver an exceptional experience, ensure our products and services provide fair value, and be uncompromising on accountability, quality and standards.”
Mr Chronican, who reiterated the same message on a call with the bank’s top 500 leaders on Thursday night, has also cancelled two major leadership events – one for the bank’s top 600 leaders, and another for the top 100 leaders – to ensure executives are focused customers and frontline banking staff during the current period.
“We are the bank’s most senior leaders: we need to run the bank – and we need to change it.
“We need to own this. It starts and stops with us.”
Mr Chronican also paid tribute to Mr Thorburn, who finished at the bank on Thursday.
“I want to acknowledge his time as CEO and thank him for his substantial contribution to the bank. Andrew led a major transformation of our bank, divesting legacy assets and focussing on our core business. He was also deeply committed to making NAB a better bank for customers.”
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