The Banjan

It is advisable to always inquire about service standards in those areas that will be critical in ensuring that the bank of choice will satisfy your requirements. There are many banks on the local market with majority offering similar services. With this homogeneity of products and services locally, competitiveness is what will give any the edge over their peers eventually leading to business growth. Market differentiation in other terms referred to as segmentation has lately taken root further compounding the situation but working to the advantage of the customer. One key determinant of competitiveness is superior customer service. In Kenya the banking industry has come a long way in terms of customer service now lately referred to as customer experiences. Around the mid-90s the industry witnessed a rush by the institutions towards putting in place tools and policies for superior customer service upon realisation that tangible business growth can be realised through this.