One of the key success factors for the Bank has been maintaining the customer relationship from one generation to another. We listen to customers’ points of view and conduct in-depth research and studies to understand the different needs and behaviors of each customer segment. These include customer satisfaction surveys, use of digital technology to analyze customer behaviors, and social listening through online social media. This enables us to improve our products and services to be more differentiated and various, and aligned with customer needs. We also continue to improve our service channels to ensure they correspond to lifestyles in the digital age, both online and offline, and enhance our service quality standards to deliver an exceptional experience for customers, with the aim to impress customers and build their trust.
Guidelines for Customer Relationship Management
The Bank encourages customers to use its services through its online channels through continuous development of Bangkok Bank Mobile Banking. This accommodates customers in making different transactions without needing to go to a branch e.g., deposit account opening, money transfers, investments in funds, and purchases of bonds and debentures. In addition, the Bank has in place automatic phone banking services and the Bank’s website so that customers are able to access information and news from the Bank in a more convenient way. At the same time, we work closely with different business partners to expand our customer base, especially the young generation, through collaborating with multiple educational institutions to provide financial knowledge and introduce our financial products. We also organize exhibition booths at various events to introduce products and regularly promote relevant information via our online media channels. Lastly, we continue to develop products and services that meet the needs of young people.