"ON-Brand Partners have worked with me over a number of years, in two different organisations I have led. As a CEO I am ultimately accountable for business results. But I am a true believer in people and their ability to contribute if given the right direction and support. Ultimately, it’s about the experience you want your customers to have, but in order to achieve that, your staff must feel the same from within the organisation. ON-Brand Partners have enabled me to translate that deeply into my organisations.
"Changing an organisation is never a quick fix, and we knew this in 2006 when we first sat down with
ON-Brand Partners (formerly TMI New Zealand) to discuss our business challenges.
"In 2003, ANZ recognised its retail banking business had weakened its relationship with its customers, following a prolonged year of restructuring. By 2005, ANZ was well on its way to completing a programme of performance improvement projects. The challenge was then to embed and accelerate the momentum that had been achieved in our business.
"HSBC ON-Brand is a whole new approach to the HSBC customer experience. It is about finding ways to set us apart from other banks, creating a sustainable competitive advantage and delivering a winning performance that has our customers saying “Wow – that was a great experience!”.
"When I first engaged ON-Brand Partners to assist us, I was forthright about the challenge we faced. We were undergoing the most significant business transformation in the history of the organisation and our culture needed a major shift. It was a challenge we had grappled with, without much success. After visiting another client organisation of ON-Brand Partners, and seeing how impactful and sustainable their approach had been, we felt confident they were the right partner to work with us.
"Morrisons has embarked on a long-term strategy to raise our performance and create differentiation through the experience we provide to both our customers and colleagues. After consideration of a range of options and providers, in 2010 we engaged ON-Brand Partners to assist us with the next stage of this journey.