ASB chief executive Barbara Chapman spent a day on a Dipton dairy farm last week learning how the multimillion-dollar business is run. Later, she spoke at a function in Dunedin and met ASB customers. She explained to business editor Dene Mackenzie why getting out of the Auckland headquarters is important.
And she was impressed.
During a whirlwind visit to the region, she went to Queenstown, had a dairy farm visit in Dipton - on English Rd - visited Invercargill, Gore, Mosgiel and Dunedin.
The dairy farm business was an eye-opener, she said in an interview.
''For someone based in Auckland, it was good to understand the technology involved on the farm. This is a big-scale business, a large asset and managed like any other multimillion-dollar enterprise.
''There is nothing like hearing first-hand from clients how they deal with the bank and things we can do to help them succeed.''
One of the issues Mrs Chapman was keen to push in the bank was a move to mobile banking. As her smartphone charged in the background, she related a tale from Queenstown where clients came to her and said while they thought the mobile app was ''really cool'', would she consider making one little tweak to make their experience easier.
''I'm not sure we can do that but I am going back to Auckland to see what can be done.''
ASB was spending time and money developing mobile banking as an increasing number of customers accessed their accounts on their mobile devices, Mrs Chapman said.
There was now four-times faster growth in mobile banking than internet banking showed at the same stage of development. Only 2% of bank transactions were carried out in bank branches, but the bank still catered for those wanting to walk into a branch.
''It is exciting. It makes us think about the future and what we can offer.''
One of the things the bank was considering was the future of cheques and how people were paying their bills.
On a recent trip to the United States, Mrs Chapman did not visit banks. Instead, she visited technology companies to get an idea of what the future held.
At the HP labs, she watched how technology tracked social media feeds with people recommending films to their friends. With that information, film companies could be accurately advised what likely weekend box office takes they could expect.
''We have to learn from these organisations. It's not just what banks are doing. It is what is going on in adjacent industries.''
On her smartphone, Mrs Chapman has the ASB mobile app among many others, including Air New Zealand, Spotify and Qantas. If the ASB app was not as good or better than every other smartphone app, customers would complain.
''We have to make ourself relevant.''
Mrs Chapman joined ASB in 1994 and has held a variety of jobs - including some for ASB owner the Commonwealth Bank of Australia, - before returning to Auckland about two and a-half years ago to become ASB chief executive. At both banks, she worked with one of New Zealand's most respected businessmen, Sir Ralph Norris.
The one thing the ASB prided itself on was its internal culture, she said. In a competitive industry, this was important.
''Our focus is on the competition outside the bank, not inside. We work really well as a team in the business. As soon as you let go the culture, the business slides.''
Asked how staff reacted to her branch visits, Mrs Chapman said it was no surprise when she arrived - staff had been told. What she found was staff wanting to talk to her about parts of their business. They took pride in their clients and what they were doing and functions, like the one in Dunedin, provided a chance for staff to introduce her to their clients.
Recently, the four big Australian-owned banks in New Zealand all reported record profits, raising criticism in some circles about profits from New Zealand being repatriated to Australia.
All bank chief executives remarked how competitive the industry was, and Mrs Chapman was no exception.
However, she felt all the banks concentrated on different parts of the market and the profits being made reflected the strength of the New Zealand economy.
''New Zealand is doing well. We have come out of a flat patch. Customers themselves are doing well by making sure their businesses are in top condition. Now, they want to invest more in their business for expansion.''
That meant banks were lending more money, she said.
Barbara Chapman
Age: 53
Born: New Plymouth.
• Married with one son.
• Joined ASB in 1994 as marketing manager and was responsible for the popular Ira Goldstein advertisements.
• Worked in human relations, managed the retail bank, was chief executive of subsidiary Sovereign Insurance before shifting to the Commonwealth Bank of Australia where, for five years, she worked in marketing and HR.
• Moved back to New Zealand two and a-half years ago to become ASB chief executive.
• Hobbies include travel, reading and movies. ''I travel a lot to Australia so have probably seen every movie there is on a small screen.''
