Results

Our NAO Cross-Selling Process clients experience an average increase of 2.0 products/services sold/needs met at NAOs over their pre-existing baselines.


Hear from Kelly Loring, Head of Sales and Sales Management across Central Bancompany’s entire
13-bank network, about increasing their Customers’ Needs Met at NAOs from 5.1 to 8.73!


Overview

ASB has been a leading Australasia bank for decades on a productivity basis. Their primary growth mode has been organic.

ASB was named “The New Zealand Bank of the Year” by The Banker Magazine, UK (2002-2008; 2011, 2013-2014) and is determined to enhance its already world-class customer service experience.

In addition to its excellence regarding customer facing banker relationships, ASB has excelled in digital sales and service delivery. This is important as ASB continuously works to find the perfect “sweet spot” between banker and digital delivery.

NAO Cross-Selling Process

ASB has been implementing the NAO Cross-Selling Process for over 2 years.

ASB is averaging over 3.0 additional needs met at NAOs, exceeding the NAO Cross-Selling Process average increase of 2.0 over their pre-existing baselines.

Their starting point was approximately 2.7… which is a high starting baseline for the industry…and they are currently at 5.83, at the initial point of sale.

This is one of the best results in the industry, especially considering the fact that what constitutes an NAO sale at ASB is based upon a smaller product/service mix than at most banks.

And

  • 24% of ASB customers signed on for an ASB Mobile App prior to the NAO Cross-Selling Process…and this has now increased to 46%.
  • 55% of ASB customers provided their email address prior to the NAO Cross-Selling Process…and this has now increased to 84%.
  • 21% of ASB customers open their accounts with 7 or more needs met prior to the NAO Cross-Selling Process…and this has now increased to 42%.