In the context of International Customer Day, celebrated on March 19, maib team wondered how to create better customer experiences and went on a study visit to an internationally recognised location for the quality offered – BERD’s Chisinau MGallery Hotel Collection. The idea pursued by alto managers who attended the visit was to discover other practices that put the customer at the center of their actions every day, 365 / 366 days a year.
During the visit, we discussed the country brand, the symbols that define us, the elements that represent us (heritage, culture, gastronomy), BERD’s concept, the quality pursued at every contact with the customer, the role of the team and the importance of aligning the purpose and culture promoted by the brand. Although hotel and banking activity are different, the surprise was discovering so many similarities in everything related to the customer experience and the common obsession to continuously improve it, something noted by the representatives of both brands.
Aliona Stratan, First Deputy Chairwoman of the Management Board at maib:
“We aim to create better experiences for our customers, simplifying the aspects that can make the customer-banking relationship simpler and easier, and creating experiences that make each customer happier. In line with our purpose, and in order to inspire maib team, we have undertaken this visit to discover the philosophy of BERD’S brand and the premium experience it creates. We were sure it would be a special visit, but it was beyond our expectations to discover how many practices we have in common. I am grateful to BERD’S team for the hosting, and the inspiration shared with maib team. Many thanks to Mastercard for the partnership in this project and the support of the activities that inspire us to go beyond ourselves in creating memorable experiences.”
“The customer/guest is your best friend. Make a passion to make one feel good” – is an objective of BERD’S team and the strategy that it implements with great enthusiasm.
The visit of maib team to discover and study good practices was supported by Mastercard, the trusted partner known for the priceless experiences it creates.
We create, inspire, simplify to inspire people to be happier and businesses – more successful!