Why ANZ, New Zealand's largest bank, is changing the way it talks to customers 28 Apr, 2021 12:00 AM 5 minutes to read ANZ has adopted a new slogan. Photo / ANZ One of the single most important conversations a bank can have with a customer happens at the first-home buyer stage, research has revealed. ANZ general manager of data and marketing Astrud Burgess says this moment can make or break the loyalty customers show to banks. "When we have to say no to a first-time buyer, which we sometimes do, it's either a conversation that makes the customer endlessly loyal to the bank because you've helped them or it becomes a really terrible experience," says Burgess.