Far Eastern International Bank's Original Ten Joys Value Refreshes Customer Experience

        In the fiercely competitive financial market, the degree of differentiation among various products is gradually narrowing. However, Far Eastern International Bank's wealth management performance is still rising rapidly, and has won multiple awards from domestic and international financial magazines such as Taiwan's Caixun Magazine and The Asset. This "Cover Story" takes you a glimpse of the team's exclusive approach to winning customer favor with creativity.

                The original intention of Ten Music is to provide a beautiful experience

        The melodious sound of the piano pierced the silence of the afternoon. In the first floor lobby of Far Eastern International Bank's Linkou branch, a young doctor focused on playing the piano, and the moving melody lingered in the bank space. The staff and the public were all immersed in the music. This is exactly one of the values advocated by Far Eastern International Bank's "Ten Joys", which is called "Le Le" ˋ)」 Spirit - Using music to cultivate and heal people's hearts, bringing happiness to customers.

        Taiwan's financial market is fiercely contested, and Zhang Xiaoqian, Vice President of Far Eastern International Bank's personal finance business group, believes that "providing financial products by banks is just a basic skill. We want to provide customers with a better experience beyond products, creating differentiation on the one hand, and injecting positive energy into society on the other." Therefore, the team proposed the concept of "Ten Joys" and practiced the top ten value propositions with a happy attitude, among which "Lefu" and "Leju", "Lerong", "Leyou" and "Lexin" respectively symbolize five core products, including wealth management, residential housing loan, financing, credit card consumption tourism and trust. "Lezhi", "Lechuang", "Lexiang", "Lele" and "Leyi" are five experiences that Far Eastern International Bank is committed to creating. We hope that through the company's research report and Personal media channel, "small and far wins", In addition to sharing financial and life information, we also launch innovative activities in combination with characteristic branches, allowing customers to enjoy the beauty of art and culture, and even respond to public welfare actions together.

        In fact, Far Eastern International Bank has been quietly working on social welfare for a long time. It is not only the first financial industry to hire the intelligently disabled people and issue love credit cards, but also the first to donate over NTD 90 million to the Eden Social Welfare Foundation. In recent years, Far Eastern International Bank has expanded its reach and held the "Leling Green Fashion Show" recently, In addition to showcasing the financial industry's pioneering eco-friendly uniforms jointly produced by Far Eastern Group's Everest Textile, Far Eastern New Century Corporation, and Far Eastern Department Stores, we also specially invited students from Far Eastern International Bank and Yuan Ze University's "Leling Science and Finance School" to attend and showcase eco-friendly clothing transformed from personal old clothes. The investment of customers in the process and the light emitted on the stretching platform greatly moved Vice President Zhang. "Calling on customers to participate in public welfare is precisely the purpose of promoting 'Leyi'," he said

                Inventory resources to build the Far Eastern International Bank ecosystem

        After establishing the core spirit of "Ten Joys", in order to comprehensively meet the wealth management needs of customers, Far Eastern International Bank adjusted its organizational structure in 2020, integrating consumer finance and credit card, personal finance management and insurance business groups into personal finance business groups, and establishing a high asset tax team to jointly launch the "One Team to One Service" (to serve customers as a team), with a financial consultant working together with insurance Counselors from different professions such as investment, taxation, and real estate credit work together to provide financial planning consulting services. Compared to the traditional one-on-one service model, they can better assist customers.

        In addition, how to leverage the power of digital technology to enhance service efficiency and maintain customer relationships is another development focus for Far Eastern International Bank. In recent years, the team has continuously optimized the official website and App interface, strengthened the use of Social media to communicate with consumers, and through data analysis, timely insight into customer needs. Vice President Zhang gave an example, "The Life Stage Scoring System we developed is based on information such as the client's age, gender, career stage, etc. For example, middle-aged and middle-aged people entering the buying stage may need mortgage turnover funds and can actively recommend suitable products

        In response to the digital transformation, the online transactions of Far Eastern International Bank's personal funds have reached over 85%. However, Vice President Zhang believes that the importance of physical branches has not diminished as a result. "Banks are not just a space for transactions, we hope to establish an ecosystem and close the distance with customers." Therefore, Far Eastern International Bank has gradually transformed 55 branches in Taiwan, planning a unique Lehuo space to attract public visits, Implement the spirit of Ten Joys. Vice President Zhang took the Linkou branch as an example. "Due to the branch manager often working as a volunteer at the nearby Changgeng Hospital, he met the doctors of the hospital and became a piano enthusiast. Later, he also became a client of Far Eastern International Bank. The team came up with the idea of a 'music salon' and decided to place pianos in the lobby to create communication with music club members." In addition to music, various branches also often use the theme of 'Ten Music', Organize diverse activities and seminars to add value to customers' lives. The brand new and distinctive branch creativity has also received recognition from the Financial Supervisory Commission. In September 2022, the Chief Committee of the Financial Supervisory Commission personally inspected, and Far Eastern International Bank Taipei Chengde Branch not only showcased the implementation results of the bilingual demonstration branch, but also designed an ESG story wall with Sustainability Development as the theme, conveying the production process of environmental uniforms, environmental gifts, and other environmental protection gifts, Even more eye-catching for the visiting delegation.

        Exclusive Scheme for Focus Management Design

                For end consumers, a good experience comes from the fit between service and demand. For this purpose, Far Eastern International Bank plans to provide targeted services to different customer groups such as "Leling people", "general public", "Family Account", "parent-child&Mao children", etc.

        Given the frequent reports of fraud among elderly or retired individuals aged 55 and above, Far Eastern International Bank has launched the "Elderly Care Trust", where the trust department assists clients in planning and managing assets such as real estate, stocks, cash, etc. in accordance with the commission contract. This service won the first place recognition in Group B of the "Care Trust Award" in the "Trust 2.0 Program Evaluation" organized by the Financial Supervisory Commission. Vice President Zhang's analysis: "Trusts are a relatively complex product, and the key to Far Eastern International Bank's success lies in simplifying its process to enable each branch to promote it. In addition, combined with various digital functions such as online queries, and in conjunction with the introduction of group resources such as Far Eastern Memorial Hospital and Far EasTone Telecommunications, customers can enjoy more rights and interests

        For the general public, Far Eastern International Bank has launched the "Slow Prosperity and Happy Life" program, which assists the public in using time to exchange for wealth appreciation through regular and fixed investments in low volatility commodities. Vice President Zhang emphasized that "whether it's marriage, buying a house, education funds for children, or even retirement reserves, as long as they are gradually accumulated pragmatically, they can gradually realize their life's dream list

        Of course, wealth management is not just a personal matter, but how to safely pass it on to the second and third generations of the family, especially attracting attention from high-asset individuals. Far Eastern International Bank has long been engaged in family home ownership business. In recent years, it has especially set up an Elite team to take charge of family financial planning and plan warm activities for customers. For example, on Father's Day, parents and children are invited to visit Dadaocheng to share memories and create new memories; Organize the "Lefu Cup Golf Tournament" to encourage customers to participate with their partners and create opportunities for parent-child fun.

        Smart consumption is also an important part of wealth management. In order to reduce the burden of family childcare, Far Eastern International Bank first recruited popular parent-child restaurants, restaurants, talent classes, and specialty brands to launch the Far Eastern Group Happy Home+Card. Later, it was observed that pets have become important members of many families, but the need for owners to take care of "hairy children" has not been taken seriously. Therefore, it joined hands with chain pet product stores The integration of resources such as animal hospitals into the first credit card focused on parent-child pet treatment has indeed received a warm response from consumers. From November 2022, Far Eastern International Bank will hold a "Far Eastern Group Happy Home+Children's Carnival" in Taipei, Taichung City and Hsinchu respectively. At the end of May this year, it will join hands with Lotte Ballpark to plan the "Love PET" pet theme day, encourage customers to bring their children to the game, hope to convey the happy atmosphere of parent-child and pet interaction, and further attract more parents to come to apply for cards and enjoy discounts.

        Extended service tentacles for virtual and real co prosperity

                As a Retail banking that serves the general public, it has to pay attention to all aspects. However, the team led by Vice General Manager Zhang has always adhered to the belief that "the old way cannot reach the new place", quickly insight into customer needs, and timely provide warm and creative professional financial services. Not only customers are happy, but also colleagues are happy. For example, during the epidemic, the team broke geographical restrictions and moved various physical activities such as insurance, flower arrangement, and children's summer financial camp online. They analyzed their digital footprint, planned and recommended courses for customers, and unexpectedly gained more customer participation. The team has also found that offline and online services can meet the needs of customers in different scenarios, making the service more flexible. Therefore, in addition to regular online activities, successful online experiences are also replicated for offline execution.

        On the other hand, seeing that the Metaverse trend is getting stronger, Vice General Manager Zhang led the team to brainstorm. In 2022, he joined hands with HTC to launch the "Ten Music School of Magic". In combination with the film resources of Personal media channel "Little Far Wins", he invited the second and third generation young ethnic groups of family customers to wear VR devices to watch films on various themes, such as Lefu, Leyou, etc., and successfully established links with customers.

        Following the Metaverse, AI is on the rise. Fortunately, Far Eastern International Bank invested in the field of "Robo-advisor" two years ago, which is different from being mainly used for single investment in the market. Vice President Zhang said, "We want to start with regular quotas to help the general public to be happy and slow. It is expected to be launched in 2024." In the future, Far Eastern International Bank will continue to promote more innovative services, Are you ready to follow up on the experience?

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