Touchpoint wins multiple awards at RSVP's

01 Mar 2010


Touchpoint collects 4 Silver and 2 Bronze Awards in the annual New Zealand Marketing Association RSVP and Nexus Awards.

Award: Nexus Strategic Vision Silver

Other Awards:
  • Nexus CRM and Data Management Silver,
  • Nexus Customer and Market Insight Silver,
  • Nexus Production and Fulfilment Silver,
  • Nexus Media and/or Channel Utilisation Bronze,
  • Nexus Marketing Products and Services Bronze
Entrant: Touchpoint

Nominee: ANZ



Entrant Credits: Steve Shearman, Steven Liu, Tira Cole

Nominee Credits: Andrew Ammundsen, Graham Jackson, Albert Jessop, Andrea Proud

Entry Rationale:
The ability to hear the customer's voice and quickly respond to it is a major business advantage. The truth of the banking industry is that there is very little difference across banks in terms of products and services. As a result, most of them focus on developing differentiated and superior customer service. But how can you deliver a great customer experience if you don't know what your customers want? The answer is that you can't. The ANZ National Customer Insight team therefore had to face the hard conclusion that the $1.6m spent externally each year on collecting customer feedback was not generating actionable results or return on investment for the business. Determined to add business value, the team implemented a new vision and solution that, arguably, is the first of its kind within Australasia – automating the customer feedback loop and streaming insights to frontline staff – in real time.

This innovative feedback mechanism and reporting dashboards allow frontline staff to harness real time customer insights as well as create visibility across the organisation of trends in key performance measures. Significantly different from traditional customer insight programmes, the solution has demonstrated to the business the power of customer feedback to effect positive change.

Within the nine months following the introduction of this solution, ANZ moved from 5th to 3rd place in Nielsen's customer satisfaction ratings.