The Digital Separation Machine In AKS and CRS
I introduced it some years ago

Mr. Cletus Udo CEO CLe Print Venture Limited
Intercontinental Bank Plc was established many years ago and presently boasts of numerous branches across many states of Nigeria.
The Bank has myriads of products for its millions of customers across the country. Some examples are Pre-paid MasterCard, HappyLife Lease, HappyLife Loan and HappyLife Salary Advance, IPSA, I.CLASS, Savings Account, Current Account, IDF etc.
The bank's believe is that if the customer is happy there is bound to be a multiplier effect of that happiness on the bank hence, a walk into any of the bank's branches brings one face to face with an artist impression of a “happy customer” inside a “happy bank”.
In this age where online real-time banking, Automatic Transaction Machine (ATM) and prompt response to customer's desires and complaints characterise modern banking, Intercontinental bank blazes the trail.
Moreover, how else does one buy into a customer's confidence than what Mr Erastus Akimgbola, the Chief Executive Officer of the Bank has done, especially in this age where most Chief Executive Officers would prefer not to be bothered feigning to be seriously involved in strategic issues, and believing that operational and tactical issues should be left for those below the higher rungs of management.
While most banks carry all types of branding and product messages with suggestion boxes for customers' complaints, observations and reactions about what product offerings they expect to make them satisfied, Erastus Akimgbola does the same thing for his bank in an entirely very attractive approach, at least to “make the difference” which is the bank's slogan.
At any Branch of Intercontinental Bank Plc you are bound to be greeted by this shot piece as soon as you are electronically screened and certified worthy to enter the banking hall.
The letter on a larger than human size board reads “Dear customer, we appreciate your patronage. If you are dissatisfied with services rendered to you or think we can do better, please send SMS to the CEO(Chief Executive Officer) on 08024990000 (SMS cost at our expense) or call 08022233344. We shall respond within 24 hours and your confidentiality is assured'. This letter is written and endorsed by Erastus Akimgbola, CEO of Intercontinental Bank Plc.
To any thoughtful customer the above letter has two implications viz; there is a clear display of transparent honesty in attempt to be responsive to customer complaints, reactions and contributions to enhance quality products delivery to customers; and secondly, the staff are bound to be more committed and dedicated as well as be more customer-friendly and deliver more quality services with the understanding that any reaction(s) from the customer(s) to the boss could put one's job on the line.
The bottom-up approach in getting customer responses appears a veritable tool in strengthening the bank's work ethics and buying into the customers' confidence in doing business with Intercontinental Bank Plc.
Japanese firms adopt the bottom-up approach with their employees by considering their contributions as inputs to decision making and also making them co-owners of their firms hence creating synergy, which enhances rapid growth of the firm for the benefit of all(the owners of the firms and the workers).
This could explain why Erastus Akimgbola has adopted this approach for his “Happy Customers” doing business with his “Happy Bank” to “make the difference”.
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