Mona Ibrahim is a Service Quality and Voice of Customer (VoC) Specialist for the National Bank of Egypt (NBE). In the episode, she provides an overview of the customer experience strategy the bank is taking, discussing all things data analytics, metrics and feedback among more.
In today’s digital age, customer feedback is more important than ever for companies to understand their position in the market and identify growth opportunities. This is especially true for the banking industry, where customer satisfaction and loyalty are crucial for long-term success.
One key takeaway from the podcast is that customer feedback is the voice of the customer, and it can drive true, meaningful change in an organisation. When customers provide feedback, they become more connected and involved in shaping the business, which increases loyalty and satisfaction long term. This is why banks should actively seek out feedback from their customers through surveys and other channels.
However, feedback that relates to employees can be a difficult issue for managers to deal with. To address this, Mona suggests transparent communication and focusing on giving positive, internal feedback to show that employees are valued. When employees feel appreciated, they can absorb constructive criticism from customers more effectively and use that negative feedback to build themselves up.
This article summarises podcast episode 77 “Driving Culture Change in Banking Through VoC” recorded by CX Insider. For more information, listen to the episode, or contact Mona on her LinkedIn profile.
Written by Marcell Debreceni