However, customers not only look for a place to keep money, but also need a financial partner to accompany them – understanding them, caring for them, and sharing the most important moments in their journey of life and development. That is why "emotional banking" is considered the key to making a difference and retaining customers in the digital age.
When each transaction becomes a touch of happiness
One day in July, it rained heavily with continuous thunder and lightning, an elderly customer of SHB needed to urgently make a transaction. However, due to old age along with heart disease history and difficulty moving, customers encountered many obstacles when coming to transact.
Faced with that situation, Ms. Phung Minh Thu - Head of Customer Service Department, Business Center, Saigon - Hanoi Commercial Joint Stock Bank (SHB), and her staff quickly found a suitable support direction, ensuring that customers can complete transactions safely, conveniently and promptly.
The above story does not just stop at a beautiful moment, but is a reflection of a Happy Bank - where every customer is listened to, understood and served with all their heart.
In the journey of "creating happiness for customers", SHB not only focuses on technology or transaction efficiency, but always places "customers and the market at the center".
Emotional banking" does not necessarily have to be something too big. Sometimes, it's simply a question-and-answer call when customers have not been transacting for a long time, a birthday message at the right time, or like Ms. Thu's story - enthusiasm amidst storms just to bring peace of mind to an old woman who needs support.
From transactions to experiences: Creating a classy lifestyle
Not stopping at individual emotional moments, SHB has elevated the customer experience to a journey of deep personalization, where each customer is not only a service user, but also the center of uniquely designed experiences, imbued with lifestyle imprints.
With a high-end customer segment, SHB brings world-class experiences, converging international-class amenities: from SHB Mastercard World cards with many outstanding offers, SHB First Club gold-plated airport lounges bringing privacy and convenience, to a diverse network of offers in the fields of cuisine – resorts – tourism – shopping in the strategic partner ecosystem.
Notably, the "Private" exclusive events become a connecting space between SHB and customers. People share life philosophy, inspire business, and exchange spiritual values in an aesthetic and personal space. There, the boundaries between banks and customers seem to disappear, giving way to a companion relationship, developing together.
In particular, the "Tri Tam" cultural and artistic journey that SHB has persistently pursued for 15 years, passing through 24 countries and nearly 80 cities, is the clearest symbol of the concept of "emotional banking". Each trip is not just a journey of discovery, but a work "designed with emotions", where SHB and customers create valuable memories, cultural connections, contributing to raising the level of living experience and expanding the elite community.
SHB - Hanh Phuc Bank
For more than 3 decades of accompanying the development of the country, Saigon - Hanoi Commercial Joint Stock Bank (SHB) has always been steadfast in the journey of "sowing happiness" by giving and spreading good values to employees, shareholders, customers and the community. With SHB, happiness is the motivation and also the destination of all activities, where every person is respected and together creates sustainable value.
On the occasion of the 32nd anniversary, SHB launched the community campaign "Giving Happiness", as a message to each person to join hands in writing loving and sharing stories for special lives and people across the country.
