Along with mobility, dialogue with clients is one of the key elements of mBank’s mission: “To help, not to annoy, to delight. Anywhere”. “Client-centricity” is among our five ethical values, and “empathy towards clients” is a pillar of our business strategy until 2020. Consequently, we intentionally place clients in the centre of mBank’s actions and plans.
We know how to build and maintain satisfactory, sustainable relationships based on trust. To do this, it is necessary to be able to enter into actual dialogue with clients. For us, this translates into openness to the clients’ perspective, their opinions, ideas, and problems. Our solutions include forms of institutionalised dialogue, online communication solutions and cyclical meetings with individual client groups. Our philosophy in respect of client communication is also outlined here.