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Essence “Lifeblood”

Key Customer Insight

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Essence “Lifeblood”

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  1. Key Customer Insight Cash flow is the lifeblood of my business. So when the health of my business is at stake, I won’t take any chances. I therefore expect an expert, dependable and highly responsive partner that will support the smooth running of my operation at all times. Bullseye Values Serving our customers Long term customer relationships Customer Intimacy Service Excellence Key Customer Take Out Standard Bank GTB always inspires confidence Proposition Only Standard Bank GTB fully understands the importance of cash flow in your business because all our resources are single mindedly focused on the smooth running of your operation Guarding against arrogance Being proactive Working in teams • Price • Value-based pricing (Clients perspective) Respecting each other Product Benefits Delivering to our shareholders Cash Flow / Cash Management Solutions designed specifically to support the smooth running of your operation Quality: People (70% Gap) • Qualified / Accredited Staff (Business Acumen & Transactional Banking Expertise across the organization) • Service Orientated Culture (measured) • Empowered people to take ownership & fulfill our promise to the customer • Team Based Culture with experts co-operating to deliver to clients Upholding the highest levels of integrity Growing our people Essence “Lifeblood” Service Benefits : Highly Responsive & Knowledgeable Teams that take full ownership of your service needs whilst keeping you informed Processes / Infrastructure (60% Gap) • Dependable Operations Design (availability, redundancy, responsiveness) • Identify problem before impacts client • Proactively manage communication & problem resolution • Partnership model that extends across Africa (client needs across Africa) • Development capability to meet customer needs timeously • Generate client understanding (MIS, client needs, behaviours & preferences) Dependable Relationship: Long-term Commitment to your Success based on a trusted partnership & mutual understanding Committed Image : Safe (Safest) Pair of Hands. Reliable Flexible Standard Bank Image : Leading Emerging Market Bank in Africa Product (50% Gap) • Dependable Product Design • Best in class products • Consistent solutions experience across Africa Trustworthy Responsive Expert Open and Transparent Personality

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