Customer experience consists of rational and emotional experiences delivered at each touch point involving communication upon understanding the customers’ feelings, needs and expectations. Garanti BBVA positions its customers as a building block of its strategy and the customer experience as its strategic priority. One of the most important distinctions of Garanti BBVA is its ability to “empathize”. Empathy, in the simplest terms, for an individual or an organization, is defined as putting oneself in the shoes of another, that one is in interaction with.Garanti BBVA, however, takes empathy a step further. For Garanti BBVA, empathy means correctly understanding, its customers’ constantly evolving needs and expectations, offering them timesaving solutions to improve their lives, and while doing so, delivering a swift and smooth experience. It means helping them make the right financial decisions, supporting them to grow their businesses sustainably, and providing the best experience at all digital and physical touch points.

As a result of all these, the Bank desires its customers to feel good for working with Garanti BBVA. It is an indispensable passion for Garanti BBVA to offer an excellent experience to its more than 16 million customers. To this end, the Bank designs and simplifies the experiences at all touch points from its customers’ perspective, in a bid to offer an uninterrupted, seamless and personalized experience throughout all channels. The Bank constantly follows up and applies all new technologies for an enhanced customer experience. The opportunities that the technology offers and all digital transformation initiatives are integral parts of the customer experience. But at the heart of it all, lies “human”. And this makes “employees of Garanti BBVA” one of the constant and key actors in customer experience. More than 18 thousand Garanti BBVA employees are working to drive Garanti BBVA forward in customer experience, employing “transparent, clear and responsible banking” principles.

In a year that was challenging for both our country and the global markets, Garanti BBVA, in its 2018 Integrated Annual Report, focused on one of the most significant reflections of its customer-centric strategy that is the key of its sustainable success: True Stories. Each one of these stories that actually happened all over Turkey, in fact, reveals the secret underlying the longstanding success of Garanti BBVA: standing by its customers through every moment, whether it is a good, bad, happy, sad, tough or pleasant one.

Just as it has done in the past, Garanti BBVA will continue to make its customers feel that they are cared, they are precious, and that Garanti BBVA will continue to be by their side at all times...