The mission of the maib team is to create a new standard of customer experience to make their lives simpler, better and more flexible. For this reason, it has become a beautiful tradition to meet with the bank's customers who provide us with feedback on banking products and services, who have contributed through their opinions to the implementation of new developments and process improvements.
The most recent roundtable brought together 11 individuals which are bank’s customers and several representatives of the maib Retail team, who listened, tested, took notes and committed to continue the development and implementation of quality experiences.
Aliona Stratan, First Vice President of maib:
"Customer experience, excellence in the relationship with the customer, and building relationships throughout life are important principles in maib's business, making a difference both in the way we are perceived by customers and in the way we act as a team.
Every meeting with our customers means, first of all, gratitude, because through the feedback provided we move forward to the next level, it means a new roadmap in the agenda of developments and process improvements and it means a growing number of customers satisfied with the services, products and the experience offered by maib. Together with our clients, we create better banking history and experiences every day and we thank them for everything we do together”.
In a friendly and relaxed atmosphere, the invited customers talked about their experience with the bank, about the changes noticed recently, they came with some recommendations for modernization and improvement of the products and services they use frequently or that they, their families and friends love. This time, the new maib junior cards, the quality of services but also the functionalities offered by the maibank app were in the top of the topics discussed. Moreover, one of the clients present came with the "homework" ready - a list of questions and recommendations gathered from all colleagues, who are also maib clients.
The bank's team not only took note of the suggestions received, but also managed to support several customers in simplifying P2P transfers from the maibank app, based on the phone number, without the need for the recipient's card data for this operation.
Victoria Zanoga, Head of Customer Experience Department:
“A company's success comes while listening to customers and focusing on their needs and expectations, not on what competitors or "market standards" say. Hence, the informal concept of meetings with maib customers, who openly and constructively come up with suggestions for changes, but also appreciations of the team's efforts to create and offer those innovative and useful products and services.
And the fourth meeting brought together at the same table beautiful people, loyal customers and partners of the maib community. We are extremely grateful to the customers for every idea, suggestion, maybe even criticism, that helps us in the end to bring the best banking experience on the local market”.
We mention that the brunch with the individuals that are bank’s clients, takes place periodically, being part of the new philosophy of the maib brand to be more customer focused.
We remind you that we are a click away, and maib customers can always provide feedback on their experience in relation to the bank's services and products, sending a message to experienta.ta@maib.md. During the current year, the brunch with the clients will take place in several regions of the country.
Together to the next level!
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