NCBA Deepens Customer Focus with Central Kenya Tour
NCBA Deepens Customer Focus with Central Kenya Tour
Direct Engagement with Customers
NCBA https://investment-bank.ncbagroup.com/ Kenya reaffirmed its customer obsession agenda through a regional tour across Kerugoya, Karatina, Nyeri, and Nanyuki. The engagement was led by NCBA Kenya Managing Director, James Gossip, and targeted customers in agriculture, healthcare, manufacturing, and trade.
The leadership team used the tour to sit with customers, hear their challenges, and co-create solutions. This hands-on approach gave the bank first-hand feedback while strengthening long-term relationships.
“Our strategy is built on being truly customer obsessed,” said Mr. Gossip. “That means listening to customers, understanding their aspirations, and creating solutions with them. Whether in agribusiness financing, corporate banking, forex, or retail, we want to be a trusted growth partner, not just a bank.”
NCBA Deepens Customer Focus with Central Kenya Tour
Strengthening the Customer Experience
NCBA Kenya has built its strategy around becoming a brand known for customer experience. By engaging with customers and staff at branch level, the bank identifies opportunities, improves services, and designs new products tailored to local needs.
During the tour, the leadership team hosted luncheons, dinners, and personalized visits. Customers provided valuable feedback to improve existing offerings and guide the development of new ones.
Central Kenya’s Strategic Role
The Central region remains vital to Kenya’s economy through agriculture, tea, coffee, horticulture, and trade. For NCBA, it represents a strategic hub to deepen partnerships and provide tailored solutions.
Mr. Gossip described NCBA’s branches as “goldmines of useful ideas.” He noted that direct conversations with farmers and traders revealed insights that will help the bank deliver faster and more relevant financial solutions. “Our promise is to continuously engage, learn from customers, and walk with them on their growth journeys,” he said.
Expanding Access Across Kenya
The engagement tour comes shortly after NCBA opened its 100th branch nationwide. This milestone underscores the bank’s commitment to making banking more accessible and to walking alongside customers wherever they are.
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