Enhance the customer experience
As the group extends its digital offering and drives an omni-channel strategy, the journey that our customer experiences with the brand is an increasingly important lever to attract and retain customers in highly competitive retail and financial services markets. Driving a favourable customer experience will be a focus in the group’s strategic and operational conversations. We also need to empower customers to manage their experience and journey with the group.
The customer experience will be developed to satisfy their transactional needs in a convenient, easy and efficient manner while ensuring that we continue to develop and enhance the emotional connection with the group’s brands.
We will balance digital service with human interaction, enabling customers to choose their journey with the group in the method most convenient for her. We will define customer metrics, will structure the group to drive the customer experience, and instil and develop a culture of optimising the customer journey.