NCBA IS NOW CLOSER TO CUSTOMERS

Lender’s aggressive branch expansion strategy bears fruits as more customers come on board and brand loyalty is enhanced
By George Gichuki

NCBA Group continues to solidify its position as a leading tier one bank in Kenya following an aggressive expansion of its branch network. Currently, the lender has one hundred and nine branches countrywide . Consequently, NCBA has reaffirmed its commitment to providing convenient and accessible financial products and services to its customers in Kenya and across Africa.
One of the most immediate benefits of the expansion drive is enhancing accessibility to the lender’s products and services. Customers need not travel long distances anymore with the launch of new branches in areas like : Murang’a, Kenol, Limuru, Githunguri , Makueni and Kahawa Sukari.
The establishment of new branches has also created job opportunities for staff in the bank as well as service providers. In the same vein, these branches have supported the businesses in their localities to thrive by offering them innovative products and services.
Customer experience
As NCBA expands its branch network, it has become easy for the lender to offer personalized customer service. Customers can walk into any branch, interact with staff members and receive tailored assistance based on their individual needs. This builds trust and confidence ( loyalty ) in the bank where the customer is ensured of value and understanding.
Speaking at the launch of the Wote town branch, Makueni, Mr. Tirus Mwithiga, NCBA Group Director for retail banking said : “Our decision to open this branch demonstrates our dedication to supporting the needs of the people and business in this community.”
The physical presence of NCBA in more locations ensures a better understanding of the unique needs and challenges of different communities, hence offering customized products that meet those needs and give solutions to the challenges.
Financial inclusion
Financial inclusion is a critical pillar of economic development, and NCBA’s branch expansion is a significant step towards achieving this goal. In a bid to bring financial services and solutions closer to the underserved communities to foster financial inclusion, NCBA launched a branch in the new municipality of Bungoma County, Chwele, in June 2023.
By expanding its branches, NCBA has enabled the unbanked and underbanked to participate in the formal financial systems, hence fostering a culture of savings and investment. Additionally, it has enhanced financial literacy.
Interestingly, the branch expansion does not contradict NCBA’s digital transformation journey. As more branches open, customers have an opportunity to learn and adopt digital banking with the assistance of the staff members at the branches. This hybrid approach of combining physical branches with digital banking services ensures that the customers have the best of both worlds.
As NCBA continues to expand its digital and physical footprints, customers can look forward to more convenient and efficient banking experiences. The future of NCBA is not just about technology, it’s about reaching customers where they are and providing support when they need it to achieve their financial goals.