PT Bank Tabungan Negara (Persero) Tbk (BTN) is strengthening its\ncommitment to placing customers at the centre of service development\nthrough the \u2018Think Customer\u2019 spirit, marking National Customer Day 2026.\nThis initiative is realised by listening directly to the voices of its\nclients.<\/p>\n
BTN President Director Nixon L.P. Napitupulu, alongside Director of\nHuman Capital and Compliance Eko Waluyo, personally greeted and engaged\nin dialogue with customers at the BTN Jakarta Kuningan Branch.\nSimultaneously, members of the Board of Directors and Senior Executive\nVice Presidents (SEVP) visited several other branches to gather\nexperiences, needs, and feedback through the \u2018Voice of Customer\u2019\nprogramme.<\/p>\n
\u201c\u2018Think Customer\u2019 means every decision we make must begin with\nunderstanding what our customers need. Therefore, it is not enough for\nus to merely provide products and services. We must listen directly to\nwhat is working well, what remains difficult, and what BTN must improve\nso that the customer experience becomes even better,\u201d said Nixon, as\nquoted in a statement on Friday, 4 September 2026.<\/p>\n
According to Nixon, direct interaction with customers is vital\nbecause public needs and expectations regarding banking services are\nconstantly evolving. The feedback obtained from customers serves as a\nkey component of BTN\u2019s efforts to continuously evaluate and improve\nservice quality, across both branch offices and digital channels.<\/p>\n
This commitment aligns with BTN\u2019s transformation to build broader\nrelationships with its clientele. Beyond providing mortgage financing\nfor homeownership, BTN continues to develop services and financial\nsolutions to accompany various customer needs throughout their life\njourneys.<\/p>\n
\u201cBTN has grown alongside millions of Indonesian families in realising\ntheir dream homes. We want to maintain and develop that relationship. We\nwant BTN to remain relevant as customer needs evolve, ensuring our\npresence does not end at a transaction, but becomes a part of their\nfinancial journey,\u201d said Nixon.<\/p>\n
To mark National Customer Day, BTN also organised various service\nactivities and appreciation programmes simultaneously across its\nbranches. Management personally attended to customers, while various BTN\nchannels delivered special messages for the occasion. BTN also\nintroduced programmes such as Customer Gratitude, Gercep Beres,\nRefreshment Corner, and Special Greetings, alongside digital messages\nthrough various service platforms.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/customer-needs-constantly-evolving-btn-ensures-continuous-business-transformation-1788544325", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }