Culture is not just a buzzword at Air New Zealand (ANZ); talk about how it's integral to the entire business philosophy. You have to invest in culture and take it very seriously; that's a framework we are really fixated on. We believe the great companies in the world like 3M, GE and Proctor & Gamble deliver superior commercial results, enhance the customer experience, and build really great culture. We call them the three Cs pyramid. And the upshot is that if we don't have great culture and people who are well led and working in a positive environment, then you won't have people who can give us that extra differential of two to five percent compared to the per- son waking up elsewhere and doing exactly the same job for a competitor. That only happens because they believe in your culture. That leads to better service and expectations and better delivery of customer expectations. And that leads to better commercial returns. So we see culture, customer and commercial as linked.
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