The Chartered Institute of Bankers of Nigeria and the Association of Corporate Affairs Managers of Banks have pledged to work together to improve the experience and satisfaction of bank customers.
The newly inaugurated President of The CIBN, Professor Pius Olanrewaju, said this at the third ACAMB Stakeholders Conference 2024 held in Lagos on Thursday with the theme ‘Building Bridges: Collaborative Solutions for a Trusted Banking and Financial Services Experience’.
The Chartered Institute of Bankers of Nigeria and the Association of Corporate Affairs Managers of Banks stated their readiness to bolster customer experience in the banking sector.
Prof Olanrewaju highlighted how collaboration between the two groups can further drive the banking industry, saying, “Building brand loyalty: marketing and communications professionals are often the first point of contact with the bank and contribute immensely towards building brand loyalty.
“Positive engagements can result in customers sticking with the same bank over many years while negative or below-par communication standards could drive them away,” he said.
“Revenue Generation: As previously mentioned, the first point of contact potential customers have with the bank is usually with marketing professionals. You drive awareness of the bank’s brand as well as the goods and services available.
Your style of communication and how you market the product or service to a given audience could determine the success of that product.”
According to the CIBN president, it could attract or repel potential customers, adding that the more customers banks’ spokespersons attract, the more revenue the banks make.
“In recent times, digital marketing particularly has evolved into an indispensable engine for revenue generation and achievement of long-term strategies. True professionals in this field understand their customer’s ever-evolving tastes and work with the leadership of the bank to tailor services to meet those specific needs.
“This aligns with the long-term strategy of the bank to build trust and reliability. These professionals also safeguard to the best of their ability the reputation of the bank by engaging the public regarding negative reviews and promoting positive developments initiated by the bank.”
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