James Gossip, NCBA Bank Kenya Managing Director, during his first visit to the Central Region. Photo by Oxygene
NCBA Bank Kenya, led by Managing Director James Gossip, conducted a pivotal tour across the region covering Kerugoya, Karatina, Nyeri, and Nanyuki, which it described as being “customer-obsessed”.
The purpose of the trip around the region was to connect with customers in different fields and industries, including agriculture, healthcare, manufacturing, and trading by understanding their requirements and expectations through direct interaction.
The face-to-face way of doing things allowed the NCBA leadership to bring out real-time feedback and hence build strong ties with customers and staff. “Our strategy is to be more customer-obsessed, actually listening to, acting upon, and then co-creating solutions with them,” said Mr. Gossip. “It doesn’t matter if it’s agribusiness financing, corporate banking, forex, or retail products; we are there to partner in their growth journey, not only to lend them money.”
Customer experience of the highest standard is what NCBA Kenya is committed to and it is essentially their strategy. The bank, by going to the branches, can thus pinpoint where the growth areas are and come up with viable solutions.
Among other activities, direct customer interactions were made possible through a few personalised visits, a luncheon, and a dinner. This made it easier for people to give their views about the appropriateness of the products and to come up with new ones together.
Central Kenya’s economic importance due to tea, coffee, horticulture, and lively trade was the reason why the bank decided to make distinguishing customer ties their main focus.
Gossip referred to the branches as a “goldmine of good ideas” while also saying that the face-to-face talking found out what the customers really wanted. “We promise to always be with our customers, get our lessons from them, and quickly give them what they want,” he continued.
This visit comes at a time when NCBA Kenya has achieved a significant milestone in expanding its footprint across the country by recently opening its 100th branch, making it easier for customers to conveniently access banking services wherever they are.
This radial development in banking will make it easier for people to access banking services wherever they are throughout Kenya and at the same time will keep NCBA as a key partner in Kenya’s economic growth.
