Our business can have the best products or services but if your customers don’t feel seen, heard, or supported, they won’t stay. Showing up where your customers are is one of the smartest things any business can do. It’s how you build trust, loyalty, and real relationships.
Why It Matters
When you go to where your customers are, you get to understand them better. You see their daily realities, hear their concerns first-hand, and offer help that actually makes a difference. That kind of presence builds stronger, more lasting connections.
Also read: More Than a Bank: How NCBA Builds Around You
If on the other hand you’re always waiting for customers to come to you, you risk becoming distant and disconnected. You miss out on opportunities to grow with them. Meanwhile, competitors who take the time to show up will win their attention and loyalty.
Businesses that meet their customers where they are tend to stand out. They’re remembered. They’re trusted. They’re chosen again and again. That’s exactly what NCBA is doing.
A Case of NCBA Group
NCBA has made it a priority to be close to its customers not just by offering products, but by showing up, listening, and engaging meaningfully. Here are a few powerful examples:
In Mombasa, NCBA Bancassurance Intermediary Limited hosted a special dinner for Retail and SME clients, a warm evening of appreciation and collaboration.
In Embu, NCBA held a focused session with players in the transport sector, offering not just financial products, but practical business support and solutions tailored to their needs.
In Nairobi, Gold Banking customers were treated to “Meet, Mingle & Money Talks” – a relaxed but insightful forum to interact with NCBA’s Retail Banking and Product teams.
In Migori, the bank hosted an exclusive dinner for SME customers showing that no region is too far, and no client is too small to deserve personalized attention.
Meeting your customers where they are in their towns, industries, and day-to-day lives makes all the difference. It’s not just good business. It’s the kind of approach that earns loyalty and fuels long-term growth.
NCBA has embraced this mindset fully. And it’s working. For any business looking to deepen its customer relationships, the lesson is clear: go where your customers are and grow with them. #NCBATwendeMbele
