We are always customer-focused - this is one of the maib values we promote and operate under every day.
We love to see happy customers, we are delighted every time we manage to pleasantly surprise customers and create quality experiences.
Recently, maib customers have been invited to a new meeting in the series of brunches organized by Aliona Stratan, maib's First Deputy Chairwoman in charge of the Retail Division. During the discussions, customers shared their experiences and impressions of maib services and products, provided constructive feedback and ideas on what they would like to improve, what new products they would like to see in the bank portfolio, and what processes, in their opinion, could be optimized.
Attending the event, maib employees - Ghenadie Cernei, Director of the Electronic Services Department, Victoria Zanoga, Head of the Customer Experience Department, Sergiu Groza, Head of the Retail Product Development Department, Oleg Dragan, Deputy Head of the Offline Network Sales Department - took notes, provided tips and details on certain banking products and services, including their updates, presented the functionalities of the mobile application and even went behind the scenes, revealing some of the plans for the launch of new products and services - products long awaited by the customers of the maib community.
"Wow, you've modified that too. You’ve impressed me!" - was the statement of a customer who had previously suggested modifying the IVR message of the call to the Contact Center and who even during the brunch was pleasantly surprised to discover that his feedback had been heard, and the suggestions - already implemented.
Free home delivery of cards, changing the scenario of releasing the bank card at the ATM before cash, new functionalities in the maibank mobile app, the possibility of scheduling a branch visit, accessing deposits and issuing new cards in maibank, viewing the cashback earned on each transaction, reducing the number of forms/paperwork in branches - these are just some of the maib functionalities appreciated by customers, which ensure them more value in relation to the bank of their choice.
"I am extremely grateful to our customers for such a constructive and valuable meeting from the perspective of improving the customer experience. I look forward to coming back to you shortly with details on the implementation of the ideas and suggestions shared at the brunch, so that they can continue to have the best banking experience in the domestic market and benefit from services and products that exceed their expectations", said Aliona Stratan, First Deputy Chairwoman of maib.
We note that brunches with individual customers are held regularly as part of the brand's new philosophy to be more customer-centric.
The next brunch will take place in the region. We remind you that we are just a click away, and maib customers can always provide feedback on their experience with the bank services and products by sending a message to experienta.ta@maib.md.
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