How do you re-engage staff and customers after years of change? 

Financial services provider TOWER New Zealand was facing series business issues. External perceptions were negative and the share price was recovering from an all time low. The company's culture was suffering, with low morale, high staff-churn and poor customer service a critical issue. TOWER was embarking on a business re-engineering project. DNA was asked to lead a 'change programme' to revive the culture and improve customer service, perception and experience in tandem with a business process and structural transformation and external rebrand. The Challenge '" Actions speak louder DNA helped identify the need to move staff focus towards developing and managing vital, valuable and meaningful customer relationships, rather than just selling products and services. This required a change of mind-set and increased personal accountability organisation wide. This in turn necessitated a TOWER performance philosophy and Brand Promise, linked to a motivational staff recognition and rewards programme. The external brand needed to break the industry stereotypes and say it like it is, be honest and frank. The Solution Through consultation a core benchmark/promise was developed '" '~Because it's the difference you make that matters.' The TOWER project was launched internally in June 2006 and was warmly embraced. The benefits of developing a well-conceived strategic platform and providing the 600(+) staff with the tools and framework to bring it to life are already being seen. The brand was launched in mid-2006 to customers. Key indicators include: Belief: Internal staff polls reflect markedly improved morale '" '~action has been taken and there is a clear sense of where we are going'. Relationships: Customer feedback has already confirmed improved service levels and relationship management '" it's early days but response is tracking well. Change: Product development is reflecting the more customer-centric philosophy that has been formally adopted at a corporate level. Performance: Tower's results have met the Business projections/objectives and targets that were seen by the staff initially as extremely ambitious have been exceeded. TOWER's spend is small '" but the brand, and related campaign have achieved significant cut-through and consumer resonance. Tower Because life's coming ready or not As best you try, life has a habit of not going to plan. As much as you can't plan for everything, you can prepare for the unknown. We have a team of advisors who can assess your situation, and work out quickly what you're going to need to prepare. Life is something that happens to us too, and we want to make sure, that whatever happens its that its that little bit easier. www.tower.co.nz 0800 808 808

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