Case Study: Teachers Mutual Bank Limited builds a sales culture and boosts customer satisfaction with Integrity Solutions

Developing One of the World’s Most Ethical and Successful Banks

Teachers Mutual Bank Limited, one of Australia’s largest mutual banks, needed to strengthen a sales culture without losing its strong member-service focus. As attitudes toward selling evolved, leadership wanted staff to see selling as a value-adding part of service. Integrity Solutions helped address this challenge with its member-focused sales program, The Member Advantage™, delivered as “SalesSmart.”

Integrity Solutions implemented SalesSmart/The Member Advantage™ and later transitioned Teachers Mutual Bank Limited to Integrity Selling® for Banking, supported by Integrity Coaching® leadership training. The results included a 20% increase in insurance sales in the first year, continued growth in home loans, internet banking usage, and per-member product take-up, plus 91.5% customer satisfaction and a top ranking among Australia’s largest consumer banks. Teachers Mutual Bank Limited was also recognized by Ethisphere as one of the World’s Most Ethical Companies for eight years in a row.

Teachers Mutual Bank Limited

Steve James

Chief Executive Officer