T | M |

1. To restructure the procedures of the organization such that “tellers” were turned into “sellers” pioneering the transformation of banking services to true, retailing.
   
2. To improve the responsiveness of existing customers (State Bank of NSW) to holding multiple products per customer.
   
3. To drive the speedy and confident take by old and new customers of the “kiosk” format. 

1. Starting from the customer interface and working backwards through compliance and IT, procedures were re-written for every customer experience. The dual results were the creation of a more satisfying experience for the customer and the creation of millions of selling opportunities for the Bank.
   
2.  T |M| G designed and project managed a number of direct marketing initiatives delivering significantly higher than usual response rates and driving a significant increase in ‘products per customer’ – an important measure of likely future customer retention.
   
3. T |M| G also contributed significantly to the retailing orientation of the organization with its concepts such as the first ever (in banking) January Home Loan Sale and the creation of a “Home Loan in a Box, delivering 3-5 products to new customers.

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