Dr. Joyce Esther Dadzie, Head, Client Experience at Stanbic Bank Ghana, has called on SMEs to adopt a customer-centric culture to drive business growth. She shared these insights in a recent discussion on X (formerly Twitter), themed “Going Above & Beyond: Cultivating a Customer-Centric Culture to Drive Growth in SMEs.”
Dr. Dadzie in her presentation used Stanbic Bank’s approach to enhance client experience as test case for Ghanaian SMEs to emulate. She outlined the bank’s commitment to building a customer-centric culture based on a ‘client obsession’ drive. Dr. Dadzie also highlighted how customer-centricity serves as a foundation for promoting SME growth through exceptional service and seamless client journeys.
She defined client-centricity simply as “putting the customer at the center of everything you do.” She emphasized that by placing customer needs and expectations at the core of business decisions, Stanbic Bank can convey a genuine appreciation and commitment to delivering top-tier service. “Making the customer the center of everything we do shows that we value and appreciate them,” she said.
For a large institution like Stanbic Bank, achieving this standard of client-centricity requires a robust strategy. According to Dr. Dadzie, the bank has developed a comprehensive approach that she calls a “clear set of choices on how we want to serve our customers.” She also noted the need for a robust communication and implementation of the sets of choices and standards we abide by and “everybody should know this is the way we do things here.”
Crucial to Stanbic Bank’s client-centered strategy is employee empowerment and training. Dr. Dadzie asserted that a superior client experience is only possible when employees themselves are satisfied and well-prepared. “If we want them to deliver, we need to equip them, we need to empower them, we need to train them,” she stated, stressing that “happy employees mean happy customers.”
The bank also focuses on streamlining processes to remove any friction in the customer journey, providing convenience through our digital channels, in ensuring clients experience smooth and seamless interactions. Dr. Dadzie shared how Stanbic continually innovates to address customer pain points and improve service efficiency. By reducing obstacles, Stanbic Bank ensures that SMEs can access the financial support they need, boosting both client satisfaction and business growth.
Dr. Dadzie reinforced Stanbic Bank’s philosophy that client-centricity and a dedication to employee welfare create a cycle of positivity. As the bank continues its focus on customer and employee satisfaction, it stands to play a key role in the growth of Ghana’s SME sector, helping businesses flourish and fostering a culture of excellence across the bank.
Source: King Edward Ambrose Washman/peacefmonline.com
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