In a world where the word “customer-centric” gets thrown around like confetti, it’s rare to see a bank that actually starts with the customer. NCBA doesn’t just talk about it – they’ve built their entire brand, strategy, and partnerships around what customers genuinely need.
From everyday services to long-term impact, NCBA operates on one principle: how can we make our customers’ lives better?
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That means relevance, first and foremost. Whether you’re a salaried worker, a business owner, or living in the diaspora, NCBA meets you where you are. Their diaspora banking team literally travels to customers abroad, helping them explore and understand investment options back home. It’s about guiding, informing, and serving.
Take, for example, the NCBA Golf Series. At first glance, it’s a high-end sporting event. But it’s also a way of nurturing the sport while engaging communities across Kenya, bringing together customers, partners, and impact. Wherever the Golf Series goes, you’ll find sponsorships that uplift local initiatives, and often, tree-planting efforts following close behind. It’s marketing with a conscience — every swing, every handshake, backed by a deeper agenda of environmental and social responsibility.
Their sustainability agenda is equally grounded in purpose. In Mr. Gachora’s words, ”As part of our commitments, we have pledged to mobilise KES 30 billion to support green and sustainable financing, are already setting up EV charging stations across the region with available funding of KES 2 billion, with partners working to grow 10 million trees by the year 2030, we are deploying KES 100 million annually to support the communities in which we operate.”
True to these words, NCBA has planted over 400,000 trees in 2024 alone and continues to plant and donate trees in its activities. They also recently partnered with Solar PV, to provide lease to own solutions, in a bid to increase green energy uptake. They are backing up the climate talk with action. NCBA is laying the groundwork for a greener future, while also giving customers affordable ways to transition to clean energy.
But customer-centricity is also the little things. Like partnering with Qatar Airways and Visa to make your purchase experiences slightly better. Hosting dinners for mortgage customers just to show appreciation and offer advice. The Family Matters TV program that keeps money matters relatable and timely.
When a bank sees your goals as part of its own mission, everything changes. NCBA doesn’t just serve; it listens, walks, and grows alongside its customers. They make sure to show up, with purpose.
This is what it means to be truly customer-centric. Not just in theory. But in action.
