NAB – Giving a Bank Its Voice
Updating a financial institution’s communications to reflect modern customer needs.
The engagement
The work
NAB was refreshing its brand and wanted customer communications to reflect its new values. Friendly Persuasion was asked to transform over 2,500 legacy letters and emails into a new, customer-centred style. We worked closely with NAB’s legal and compliance teams to ensure all material was accurate, while training frontline teams to adopt the new style.
The difference
Results
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2,500 letters and templates rewritten for clarity and empathy.
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New brand voice adopted across customer communications.
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Frontline staff trained in applying the updated communication style.
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