Page 9 - INSIDE ACCESS

CUSTOMER EXPERIENCE
Ever received a phone call from Our goal was simple – call a 415 AMs and above. The feedback
customer, tell them ‘Thank you for banking with Access’ and reassure them of our commitment to their financial needs through COVID-19 and beyond.
A total of 10,307 customers were reached with the collaboration of
a ‘long-lost’ friend or a well-
known personality you tried to contact? The feeling is elating and that’s what we wanted our customers to feel when we launched our Call-A-Customer Campaign in Nigeria and across the subsidiaries in April and May 2020.
was awesome! While some customers were thrilled that the Bank cared to reach out, others seized the opportunity to report transaction issues they had experienced – all 306 of such issues were resolved by the Customer Experience Group.
Other big wins from the campaign:
• Better engagement with customers
• Renewed confidence in the Access brand
• Customer advocacy
• Suggested processes for
improvement
No doubt we will be going this route again sometime in the near future.
THE BIG PICTURE
Coronavirus, besides being a threat to human life, has shocked the global economy. The exchange of goods and services has greatly declined as world economies are challenged. Additionally oil prices
have crashed to its lowest in decades as demand has plummeted.
Times like these reveal just how connected the human race is regardless of our culture, ethnicity or nationality. We are a part of one great big clan – connected by a shared hope or threat, just like cells in our bodies running their different functions to ensure we live and survive.
Bringing this home, every unit in the Bank is connected; our roles and responsibilities are interwoven to serve the most important person in our business - the customer. All units and departments invariably
depend on each other for the Bank’s optimum productivity and output.
If a unit functions the way it is expected to, the customer feels the impact directly – and that becomes his experience with our brand. Our failure or success to deliver as the Bank expects, directly impacts our customers’ experience and ultimately,
their decision to keep banking with us or not.
How you can make a positive impact:
• Do what needs to be done, when it needs to be done, and with a smile
• Offer to help when you can
• Communicate - give timely response to enquiries and inform stakeholders
of any change in operations
• Proactively source for innovative ways to improve service to customers
• Be an awesome team player and collaborator
Delivering great customer experience is your responsibility. People make the business and you are part of that great big picture. Together we achieve.
PAGE 9 INSIDE ACCESS | JUNE 2020 1ST EDITION