TAN SRI DR TEH HONG PIOW
FOUNDER AND CHAIRMAN PUBLIC BANK
HOW is the company coping in the current economic climate without compromising its brand presence?
Despite the challenging economic environment, the Public Bank Group has continued to achieve a favourable performance underpinned by the well-recognised PB Brand, which includes efficient customer service, prudent cost management, superior asset quality, effective marketing strategy and strong corporate governance.
Should brands be packaged differently, not only demographically but emotionally?
Both are of equal importance. Products should be packaged to cater to the various needs of customers. For instance, Public Bank leverages on its wide distribution network, which is conveniently located nationwide with trained marketing staff. This provides relevant product solutions and improves customers’ satisfaction, while tapping into market opportunities by offering various products for all customer segments.
What is the most significant aspect of creating powerful, effective branding?
An effective branding safeguards stakeholders’ interest and puts them at the heart of strategies. The PB Brand stands out due to its operational excellence and efficiencies, stable financial position, prudent management, strong corporate governance and superior customer service. It is continuously in search of growth opportunities, while also mindful of the importance of responsible financing practices.
In an increasingly transparent world, how can brands strengthen their brand equity?
Brands can grow stronger by leveraging on their management practices, customer service delivery and technological innovation, while upholding strong corporate governance and compliance culture. Maintaining prudent credit risk management is essential to sustain healthy asset quality.
Within the domestic landscape, financial institutions have demonstrated resilience amid healthy asset quality, sound profitability and strong capitalisation.
What makes a brand memorable given the short attention span and all sorts of content screaming at customers?
The Public Bank Group sees trust as the key to maintaining solid customer relationships and loyalty. A customer-centric approach makes a brand memorable, as a strong customer service culture provides an edge for retaining and attracting new customers.
The Public Bank Group’s leading edge in terms of customer service is underpinned by its ISO-certified service delivery, extensive bank networks, well-trained staff and sales and marketing force.