KBC is a group of 41 000 talented employees in different countries who work together and share a common culture. They put their clients’ interests at the heart of what they do and strive to offer them at all times a high quality service and relevant solutions. KBC aspires at being far more than a bank and an insurance: “we want to enable and protect the dreams of our clients.” While striving to offer their clients an unique bank insurance experience, in 2018 CEO Johan Thijs announced their ambition to become the most personal and ‘digital first’ bank in Belgium.
KBC has been working with a consultative sales model for years. Despite the customer focus in which the employees are trained, they noticed that not every customer has the need for a warm introduction and extensive needs analysis.
KBC realizes that the consultative sales structure they have been using for years has a relational slant. As a result, outgoing and informative customers are not being served to measure. Because it is their strategic ambition to become the most personal and ‘digital first’ bank in Belgium, they have opted to adapt their historically established sales process to suit every buyer’s needs (R, I and O methods). RIO personality based selling is being rolled out for all commercial touchpoints, physical and digital.
Leuven-based KBC has taken over from AXA as this year’s (2020) most popular bank, according to a survey carried out by the personal finance website Spaargids.be, in which 55,000 people took part.
KBC has been announced to be the bank with the most satisfied customers in 2020.
Last year, KBC achieved a score of 6.9 / 10. Now the bank has already received 8.0 / 10.
Overall, KBC receives a score of 8.5 out of 10.
For the investor approach, a score was assigned for personalized investment advice, physical or digital. For the broad ‘most innovative bank’ segment, KBC achieved an overall score of 8.0 / 10.
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