How our Customer Centric Programme is introducing a new kind of customer relationship ?
26/05/2011
Where did the idea for this program come from?
The starting point for this program was a request from one of our European partners; a company with which we have a service contract. In order to act ahead of requests made by regulators and respond more effectively to the expectations of our partners, we came up with the idea of turning this initiative into a full-blown corporate program for deployment in all our international subsidiaries.
Could you give us a few examples of product-related innovations?
At the moment, we're focusing mainly on the creditor insurance product. As part of making this insurance available to as many people as possible, we have, for example, suggested scrapping the medical selection criteria for small loans. We've also reviewed the definitions applied to certain exclusions.
What initiatives are you developing to promote customer-centric culture within the company ?
To give you one example, we have designed an e-learning module to explain the four key principles of this program to staff, and have introduced related communication initiatives. We have also set up a Customer Relations Department.
