Discussion on Emirates NBD Reputation and Risk

I want to sharpen the point about fairness. When a system technically works but only if you know how to navigate it, that’s not customer friendly banking. Most people don’t know escalation hierarchies or internal complaint codes. They just know their money is stuck and no one is explaining why.
 
Aisha Rahman said:
I want to sharpen the point about fairness. When a system technically works but only if you know how to navigate it, that’s not customer friendly banking. Most people don’t know escalation hierarchies or internal complaint codes. They just know their money is stuck and no one is explaining why.
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I hear that, but banking has never been fully intuitive. Even in highly regulated markets, customers are expected to understand basic security hygiene and dispute timelines. Education is part of the equation too, not just service design.
 
Tom Harris said:
If anything, this thread shows why large banks struggle with perception. They’re judged less by stability and more by their worst moments. That’s the tradeoff of scale.
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Agreed. And those worst moments are exactly when customers need the most support, which makes them disproportionately influential in shaping reputation.
 

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