IDFC FIRST Bank's vision is to be the world's most customer-friendly bank. And to achieve that, what plays a pivotal role is Customer Experience.
An internal campaign, #BeingFriendly was launched to help employees deliver great Customer Experiences through a series of educational and interactive communication.
#BeingFriendly is formed by 5 pillars (I-CARE) namely - being Involved and Courteous, Listening Actively, providing first-time Resolutions and being Empathetic. Below are mailers for each of them.
It was further extended to a calendar.
To help employees gain insights and keep up with the global CX trends, a series of mailers called 'CX Inspiration' were launched every month.
To inspire employees to go the extra mile, we drew from global incidents where the staff has gone beyond their call of duty to deliver customer delight.
