The word from branchland. My friend in a Commbank Bank branch just sent this from their head honcho…

Hi everyone

One of our competitors continues to focus on us as part of their latest campaign. Let me say I welcome and thrive on a competitive market. It’s also great for our customers.

Competing on price

nab’s attempt to gain attention just affirms our market leading position. If they want to play games with price — the only lever available to them — I’m happy to compete to retain customers but also to grow our business with new customers to the Commonwealth Bank.

We will ensure we have the right offers and we’ll use the opportunity to target their customers who are already unhappy with their bank because of poor service, ongoing system issues and undelivered promises.

I want nab customers to experience our difference and the exceptional customer service that is available only through dealing with the Commonwealth Bank. To encourage this, we will provide an incentive for nab customers switching into one of our home loan, transaction or credit card products, and we will also reward our staff for helping them.

Leading on service

We will continue to focus on the customer and delivering exceptional service. We have a proven track record in this area that sees us consistently recognised as the best retail bank in Australia and indeed in the Asia Pacific region.

On top of this, we have something our competitors don’t have, and that is a motivated, well trained and enthusiastic team of customer service professionals. To help you have conversations with customers, we have created a section on CommNet which includes:

  • Wrap up of all of our current campaign offers
  • Comparison tables of our product set against our major competitors
  • Tips and scripting on how to retain and acquire customers
  • Local area marketing tips, and
  • A blog where you can share stories of why other financial institution customers are joining CBA.

Let’s concentrate on the things that have put us in such a great position — one that is the envy of all our competitors — focusing on the customer, having highly competitive products and making it really simple and easy for customers to do business with us.

Left v Right in ALP branch fight. There’s rumblings at an inner-city Brisbane ALP branch. There have been threats of physical violence against a young Right member by the Left. They tried to prevent non-Left-aligned members joining the branch by dodgying up the attendance book. Next meeting will be interesting.

Claiming combo without a flood? A huge number of people in Cairns are falsely claiming government handouts for flood compensation, even when their properties have suffered no damage and they themselves have felt no impact as there seems to be little or no vetting of the claims process.

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