KB Securities Secures Customer-Centric Platform Competitiveness... Service Improvements
KB Securities announced on the 9th that it is promoting service improvements by reflecting customer insights to enhance user convenience through its growth hacking team.
To strengthen competitiveness in the non-face-to-face market and secure a customer-centric financial investment platform, KB Securities reorganized its structure in July last year and established a growth hacking team. Growth hacking is a type of online marketing technique that identifies customer preferences and approaches customers more effectively to pursue maximum efficiency at low cost.
The KB Securities growth hacking team regularly analyzes usage data from the 'KB M-able' app to discover various customer insights, such as UI/UX improvements, content restructuring, and process simplification, and reflects these in service enhancements.
The company renewed the 'KB M-able' total asset status screen to allow CMA customers to easily access detailed CMA account information by moving directly to the ‘MY CMA’ screen. Additionally, to improve convenience for customers using fractional trading services for domestic and overseas stocks, a route connecting 'KB M-able' to ‘M-able mini’ was added to facilitate easier access during fractional trading transactions.
The KB Securities growth hacking team continuously collects and analyzes data that measures customer satisfaction indicators such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score), aiming to expand customer-centric services and devise ways to broaden the customer base.
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Ha Woo-sung, Head of the Platform Division at KB Securities, said, “Through the growth hacking team, we expect to provide customers with differentiated experiences and move one step closer to KB Securities’ core value of ‘customer-centric management.’ We will continue to improve services and pursue customer convenience through growth hacking strategies in the future.”
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