Trust is an intangible emotion that takes time to build. As a subsidiary of Standard Chartered Bank, we are lucky to leverage on its existing reputation in serving the community. Offering great customer experience is crucial to building trust, so it’s important to identify which of your offerings set you apart from the rest of the competition.
You want to help to solve your customers’ pain points. Banking elicits immediate panic from most people, so we wanted to introduce a less intimidating route to financial wellbeing. Through our app, our customers can open an account in just minutes, reach us via live chat with any questions, set personal savings goals…and more. Our multi-level in-app security procedures also provide that trusted reassurance to our customers. Now, it can all be done much simpler than before.
Internally, leadership trust is really important to any project launch. Senior management at Standard Chartered was ready for digital and innovation and trusted our team with this ambitious project. They shared our vision and together, we took the leap to building a new product for Hong Kong. Trust means having full confidence that you and your team are all working towards the same goals and objectives, and delivering what is expected of you. Hiring the right team, then, is what is necessary. Create a hiring culture with a Midas touch. Look for people with the passion and desire to turn something ordinary into something extraordinary. We call ourselves – and our customers – Generation Mox, and really nurture a mindset for more possibilities. To grow, both individually and financially, as a community.
As with any other position, and for any other senior executive, I’ve come across situations during the development of Mox where I had to make key decisions. But having strong, dedicated and trustworthy teammates around me, I know I can trust that their input is always in the company’s best interest. In other instances, where you also fall down from making mistakes, you experience them together and you learn from them too.
I still remember my dad asking me which area of banking I was in. I was able to tell him the answer right away. But now when I think about the answer to this question again, I think, maybe I should have told him I am in the business of trust. Nothing is a one man show. We need partners to help us in growing ideas and to work together towards success. But trust starts with yourself. Sometimes you have to trust the decision made in your head, and sometimes you trust the decision made by your heart. It’s always a balance.
If you can’t start something new, how about renewing what you already have? Read about the Power of Refreshment with Coca-Cola China’s Florence Yu.
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