GCB Bank PLC has launched a month-long customer engagement programme, dedicating October to customer appreciation, education, and direct interaction with its clients. The programme, being held under the global theme "The Extra Mile," aims to give customers more opportunities to share their experiences, provide feedback, and engage directly with the bank. This initiative is part of the bank's efforts to appreciate customers for their loyalty while identifying areas where its services could be improved.
The Managing Director of GCB Bank, Farihan Alhassan, stated that the programme reflected the bank's responsibility to earn and maintain the trust of its customers. For generations, customers have trusted the bank with their savings, businesses, and aspirations. The bank values that trust and recognises the responsibility that comes with it. This October, the bank is making more time to hear from its customers and understand how it can serve them better.
Customer centricity is a key pillar of GCB's strategy, guiding the development of its products and delivery of services. The bank's month-long programme will bring this focus to customers through activities in branches, communities, and online. A Customer Town Hall will provide customers with an opportunity to share feedback and engage directly with the bank's leadership. Members of the Executive Committee will also visit branches to interact with customers and staff and gain firsthand insights into their everyday experiences.
Other activities planned for the month include branch appreciation programmes, customer education sessions, and Patrons Appreciation Day, which will recognise longstanding relationships between the bank and its customers. The programme will also feature the GCB Aerobics Fiesta, which will bring customers together through fitness and wellness activities. These events aim to foster a stronger connection between the bank and its customers.
The Chief Marketing, Communications, and Customer Experience Officer at GCB Bank, Cynthia Eyram Ofori-Dwumfuo, emphasised that customer feedback would be central to the month's engagements. Going the extra mile starts with getting the everyday things right: clear information, timely responses, and support when customers need it. This month, the bank wants to hear what is working and where it needs to improve, and use that feedback to strengthen the service it provides.
GCB is encouraging customers to follow its official channels throughout October for information on the various activities and how to participate. The bank's focus on customer service will extend beyond October, with insights gathered during the engagements expected to inform ongoing improvements to the customer experience. This proactive approach demonstrates the bank's commitment to continuously enhancing its services.
Having served Ghanaians for more than seven decades, GCB's initiative is a testament to its dedication to customer satisfaction and loyalty. The bank's efforts to engage with its customers and gather feedback will likely have a positive impact on its services and overall customer experience. By prioritising customer centricity, GCB Bank is well-positioned to maintain its reputation as a trusted financial institution in Ghana.
Key points
- GCB Bank's month-long customer engagement programme aims to appreciate customers for their loyalty and gather feedback to improve its services.
- The programme includes various activities such as branch appreciation programmes, customer education sessions, and a Customer Town Hall.
- Customer feedback will be central to the month's engagements, informing ongoing improvements to the customer experience.
