FNB undergoes brand renewal
MBABANE – As part of the broader FNB family across the continent and beyond, FNB Eswatini has recently reviewed its brand identity and customer experience delivery.
This has inspired some changes that customers will see come alive from today, October 7, 2022.
Chief Executive Officer (CEO) Dennis Mbingo said; “We are moving into the next phase of our business strategy and taking our promise of help to the next level. We believe this change will provide enhanced help to all our clients, including a better experience on our platform ecosystem. We are making our customers’experience helpful, easy, and safe. Further unpacking of these changes will occur following the release of some of the key elements on Friday, October 7, across all digital platforms.”
INSPIRATION BEHIND CHANGES
The First National Bank (FNB) brand journey is one that spans 183 years of change, evolution, and growth, 27 of which have been in Eswatini. Steeped in a rich heritage that has established trust and solid connections over time has meant keeping this iconic brand relevant in an ever-changing environment while retaining the equity it has built. According to Mbingo, FNB is on a journey across all the countries where it is represented, to build an integrated financial services business that is enabled by a platform that will lift customer experience to a level where it is seamless, intuitive, and helps with lifestyle choices.
Promise
“It stretches the brand promise beyond the delivery of traditional transactional, lending, save and invest, and insurance capabilities. The aim is to connect customers to an ecosystem of platforms that meet their diverse needs, not just in banking, but beyond. This change will also allow the bank to build a brand that will be able to house an ever-expanding and increasingly complex business. We believe we can build a business that provides intuitive help, using our platforms to help customers before they realise they need the help and living up to the brand promise of ‘How can we help you’, a well-established tagline that will not be part of the changes,” said Mbingo.
CHANGES CUSTOMERS CAN EXPECT
for customers to find what they need when they need it. The FNB App has introduced new updates to enhance FNB customers’ banking experience with updated and more intuitive navigation.
Customers will appreciate that the FNB App will remain zero-rated and free-to-use, despite the exciting enhancements being added to it. While FNB remains confident in the value it has added to the banking
App, customers who get confused by the new naming conventions of some icons can find anything they are looking for using the search bar. If any FNB customer cannot see the changes, they may need to ensure they have the latest version of the App by downloading it from their App store.
“As we unpack the changes, it is quite important for us to emphasise a message we have been trying to make frequently in recent times. FNB will not advise of these changes through generic emails or social media texts that seek account and other personal information like customer PINs. Customers should please be on the lookout for people that may want to use the bank’s identity changes to create a false context that draws protected personal information.”, Mbingo said.
FNB is also asking customers not to visit branches to change any of their FNB cards or devices (for speedpoint merchants) as a result of the changes that will be announced. FNB will manage those changes with customers over a period of time. Those customers that wish to see the first version of the changes to FNB are invited to log onto FNB Eswatini’s Facebook, Twitter, LinkedIn, or YouTube page from 9:30pm on October 7, 2022 for more details.