Chief Customer Officer
Gateway Credit Union
Gateway Credit Union has just won ‘ Australia’s Best Credit Union’ for the second consecutive year. Without the scale and budget of the big four or second tier banks, Gateway rely heavily on word of mouth marketing. The fact is, not matter how competitive your product offering is, if a customer does not have a good experience they will not recommend you. In an increasingly digitally driven industry, this session will focus on how Gateway are bringing the human back into banking.
- Becoming the micro brewery of baking by taking it back to basics
- Empowering staff to take ownership of the customer experience by forming genuine bonds with customers
- Enabling staff to go the extra mile through gift giving and magic moments to increase personalisation