means that we always strive to learn clients’ behaviours and to meet their needs and preferences. In order to strengthen client relationships based on empathy, we follow four approaches defined in mBank’s mission:
- To help. We offer clients what they really need and when they need it. We respect their time and thus, construct and simplify our offer so that clients do not have to spend more time than needed to understand it. mBank’s application makes it possible to take out a loan within 30 seconds.
- Not to annoy clients. We facilitate cooperation with mBank by minimising the effort and potential difficulties in contacting us. This is possible thanks to our communication method – we resolve issues reported by clients during their first contact with mBank, regardless of the communication channel. We make their lives easier.
- To delight clients means making them feel special during their cooperation with mBank. They thus become the ambassadors of our services. We also know that employees who are satisfied with mBank’s offer are natural and authentic advocates of our brand. Therefore, we promote our services, especially mobile ones, among them as well.
- Anywhere. We give our clients control over their finances whenever and wherever they need it.