Top Tweets for #ICXIndustryRoundTable
We appreciate all ICX Kenya members who participated in today's #ICXIndustryRoundTable
@APAInsurance @GAinsuranceltd @JubileeInsKE @ResolutionKE @KenyaOrient @icealion @BritamEA @LibertyLifeKe @nhifkenya @Madison_Ins
Our facilitator during today's #ICXIndustryRoundTable was @MuchaMlingo
Thank you for a great session.
Christine and Anthony, from @Madison_Ins
Thank you for being lovely hosts.
#TCF #sustainingcxexcellence
Treating Customers Fairly is a long overdue policy in the insurance sector. How can customer experience lead the way to actualization? #icxindustryroundtable
What is treating customers fairly?
1. Make the right promise
2. Only promise what you can deliver
3. Deliver what you promise
4. Resolve broken promises swiftly
#ICXIndustryRoundTable
#TFC #sustainingcxexcellence
With us this morning at #ICXIndustryRoundTable hosted by @Madison_Ins are #CXChampions from @ResolutionKE @APAInsurance
@ira_kenya @First_Assurance @nhifkenya @GAinsuranceltd @KenyaOrient @LibertyLifeKe
@JubileeInsKE
#TFC #sustainingcxexcellence
What do your clients expect of you? The very basic expectation is to be treated fairly.
#ICXIndustryRoundTable
#TFC #sustainingcxexcellence
Thank you for being part of the discussion we look forward to more interaction @bentaaseto @puritykanario7 @DTBKenya @StanbicKE @CBA_Group_
@consolidatedBK @FamilyBankKenya
@Postbank1 @Coopbankenya @HFGroupKE #ICXIndustryRoundTable
Go and do it any way and ask for forgiveness not permission #KillAStupidRule #MakeTheProcessSleek
#ICXIndustryRoundTable
As we conclude, Engage your staff for new ideas tap into their creative minds and think beyond and above the banking regulations to make the industry more vibrant.
#ICXIndustryRoundTable
Bankers need to be forthright about bank charges.... that too is part of the customer experience...
#ICXIndustryRoundTable
@polinemwangi @KariMutu Once done the next steps would be to ask the customer what they desire and what looks like great service for them at each of these steps. And then designing that experience for them. #ICXIndustryRoundTable
@polinemwangi @KariMutu Customer journey mapping should not be a complex activity. It is at its simplest - walking in the customers footsteps. Where does the customer start and where do they go and how to they exit? And having everyone 'get' that #ICXIndustryRoundTable
In a bid to institutionalize #CX excellence there is need to involve everyone in the organization, from top to bottom.
#ICXIndustryRoundTable
Feedback is the breakfast of champions
How much of it are you getting from your clients. #ICXIndustryRoundTable
Service tone is set at the top with CEO - creating a culture of empowerment! #ICXIndustryRoundTable
Metrics drawn from interdepartmental consultation with shared objectives will enable empower staff from both departments #ICXIndustryRoundTable @icx_kenya @celcos_ltd @DTBKenya
Even though fraudsters are out there and are a continuous threat to the banking industry, there is need to intelligently gather information to ascertain the authenticity of a particular customer.
#ICXIndustryRoundTable
Training everyone on Customer Service should be done to everyone to empower the entire team to pull together for the customer #ICXIndustryRoundTable @icx_kenya @celcos_ltd
Today's candid discussions, ideas, suggestions and experiences shared form the basis for continual improvement that members take back to their organizations for implementation and benchmarking. #ICXIndustryRoundtable @icx_kenya
Who are those officers who are in your organization?? Compliance officers. What are you doing to involve them?
Are they empowered? Are they part of the customer journey?
#ICXIndustryRoundTable
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