BUSINESS

Global Financial Services Global Financial Services CREDIT: Global Financial Services

Customer Centricity Drives Expansion

Wednesday 20 March 2019, 4:47PM
By Global Financial Services
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The much-published view that the customer is sovereign is alive and well at Global Finance.

It is a philosophy that has been attributed to Ghandi that the customer is the most important visitor a business can have. The customer is not an interruption of work, rather they are the purpose of it and ultimately, they are doing the business a favour by giving them the opportunity to serve them.

Of course, it is not always possible to meet every customers expectation all the time, particularly as societal demands and competition increase. Which is why businesses that do not regularly check the pulse of their customers will wake up to find their business life blood has drained away.

As part of Global Finances Customer Care Program, more than 1000 people voluntarily take part in the annual Net Promoter Score survey where feedback across a number of key customer engagement and service areas are sought. It’s not just about a number either. Real feedback in the form of some exceptional comments are considered by the Leadership Team and forms part of the strategic direction of Global Finance.

“As our customer base grew, we got consistent feedback about the need to make our services more accessible, particularly in the Auckland market where sometimes getting around is a real-life challenge. We wanted to respond tangibly in support of this feedback. You can say that our customers have given us the courage to drive our branch expansion” says founder and MD, Ajay Kumar.

In late 2018, Global Finance opened it’s the first branch outside of the expanding Airport Oaks complex, on Lincoln Road, Henderson and the support that branch has received has exceeded all expectations.

“It was an obvious response to the feedback we received and the real need to bring expert Global Finance advice local. Our desire to improve access to the advice we offer regarding some of the most important decisions people will make in their lives is as strong as the customers demand for it. It really is about their best interest”

In April 2019, Manukau Branch will open on the corner of Canvendish and Lambie Drive right in the heart of the business and shopping precinct and there are further expansion plans in the pipeline for the remainder of 2019 and beyond and not just in Auckland.   

Global Financial Services Limited

Kudos Business Centre

19-22 / 203 Kirkbride Road, Airport Oaks,

Auckland 2022, New Zealand

09 255 5500

www.globalfinance.co.nz