Real Measure of Success is What Customers Experience
Kwamina Asomaning, Chief Executive of Stanbic Bank Ghana, has highlighted the primacy of excellence in customer experience as a true measure of an organization’s long-term success or potential. Mr. Asomaning said this in an interview about recent accolades from the EMEA Magazine, that recognize the bank as Best Investment Bank and Overall Best Bank.
“While these awards are welcome, the ultimate award comes from our customers because the real measure of success lies not in trophies but in the satisfaction and loyalty of our customers. We don’t set out purposely to win awards. Rather, we set out to address the needs of our clients exceptionally well which naturally drives sustainable growth and profitability. The ultimate award is the award you get from your customers because they are the ones who pay the bills” he stated.
This philosophy reflects the bank’s core mission: prioritizing exceptional customer service over external recognition. According to Mr. Asomaning, the awards are the result of a well-executed customer-centric strategy rather than a deliberate pursuit of accolades
“We set for ourselves some very clear strategic choices around the types of customers we wanted to bank, the types of solutions we wanted to develop and the type of experience we wanted to create for our customers. And that is important because being clear about these choices is what will produce the levels of customer satisfaction and this satisfaction leads to loyalty,” the Stanbic Bank Chief Executive emphasised.
The bank’s focus on delivering exceptional customer experience received further validation from KPMG, which ranked Stanbic Bank as number one in customer experience excellence in corporate banking and number two in Ghana’s retail banking sector in 2024. This achievement which was highlighted in the “2024 West Africa Banking Industry Customer Experience Survey” bolsters Stanbic’s commitment to being a true universal bank, balancing its strength in corporate and investment banking with its growing retail banking capabilities.
Stanbic Bank Ghana was named the Overall Best Bank in Ghana at the 17th edition of the prestigious EMEA Finance African Banking Awards 2024. The bank was also adjudged the Best Investment Bank for the 4th year in a row and the Best Debt House for the 5th time, reaffirming the bank’s leadership in Ghana’s financial sector.
The awards, now in their 17th year, celebrate excellence, innovation, and leadership in banking across Africa. Organized by EMEA Finance, a leading financial publication covering Europe, the Middle East, and Africa, the African Banking Awards highlight institutions that demonstrate outstanding performance, robust financial growth, and commitment to their customers.