Selling the Singapore Brand
Walking into UOB's spacious banking hall in Battery Road as a customer is a new experience. No queue, everything a breeze. The atmosphere is like a big lounge for customers to spend a pleasant and easy time chatting with the bank officers. It is so friendly, no hassle. Banking is indeed a breeze. And I believe Wee Ee Cheong need not have to sweat to provide such a great experience for his customers. Any middle manager who cares and bothers, and put on his little thinking cap, could easily transform the procedures and processes into one that is sensitive to customer needs. Oh, I am not a customer of UOB, so I am not partial. If the CEO has to be bothered with such nitty gritties, then what the hell are the middle managers doing? No wonder UOB is number one. Customer friendly and making banking a great experience. UOB should franchise their procedures and market it to the world as the Singaporean Style of management, as a sought after product. With such quality services and processes, why the need to look further for foreign talent? The way UOB runs its banking hall operation is worthy as a case study for other banks. Good job UOB.