NCBA Kenya has reaffirmed its commitment to its customer obsession agenda by conducting a regional tour across Kerugoya, Karatina, Nyeri and Nanyuki, led by the Managing Director, NCBA Kenya, Mr. James Gossip. The tour was designed to directly connect and engage with customers across diverse sectors, including agriculture, medical, production, manufacturing and trade.
Having NCBA Kenya’s leadership actively involved in these visits has been instrumental in deepening the bank’s understanding of its customers and their evolving needs. This hands-on approach allowed the leadership team to gain first-hand feedback, demonstrating proactive engagement to build stronger long-term relationships with customers and staff members.
“Our strategy is built on being truly customer obsessed. This means sitting with our customers, listening to the constraints they face, understanding their aspirations and co-creating solutions together. Whether it is agribusiness financing, corporate and business banking solutions, forex or retail banking products, we want to ensure that NCBA Kenya is not just a bank to our customers but a trusted growth partner,” said James Gossip, Managing Director – NCBA Bank
NCBA Kenya’s strategy is anchored on becoming a distinguished brand known for customer experience. By connecting with customers and staff at the branch level, NCBA Kenya aims to identify opportunities for growth, understand opportunities and provide meaningful solutions.
During the visit NCBA Kenya leadership team was able to connect with its customers through a special luncheon and dinner, as well as personalized visits, where they provided feedback that will facilitate improved experience for its customers, better existing offerings and design new products in partnership with customers.
Central Kenya’s Strategic Role For NCBA
With the Central region playing a critical role in Kenya’s economy, contributing significantly through its rich agricultural activities including tea, coffee, horticulture,
and vibrant trade sectors that support both local and national markets, this made it a strategic area for NCBA Kenya to deepen partnerships with its customers.
Mr. Gossip emphasized that NCBA Kenya’s branches are a “goldmine of useful ideas,” adding that direct interactions with customers in sectors such as agriculture and trade provided valuable insights into how the bank can provide enhanced tailored solutions. “As a bank, our promise is to continuously engage with our customers, learn from them and to walk alongside them in their growth journeys. We are here to build solutions together and most importantly, deliver them with speed and precision,” he added.
This visit comes at a time when NCBA Kenya has achieved a significant milestone in expanding its footprints across the country by recently opening its 100th branch, making it easier for customers to conveniently access banking services wherever they are.
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