I Clienti

Le attività del Gruppo sono indirizzate al miglioramento continuo dei rapporti con i clienti attraverso comportamenti improntati a principi di lealtà, trasparenza, responsabilità, affidabilità e correttezza in linea con i valori della banca.

Promoting culture and values

In January 2014, a new customer training project was launched, focusing on education and responsibility and promoting cultural activities and ethical values within the Mediolanum Community. Several courses and seminars were designed and held by the Corporate University, named Centodieci (the Italian equivalent of "with honours") to evoke the idea of excellence.

Five course formats were created, dealing with topical issues such as the use of social media, technological innovation, marketing scenarios and new paradigms, as well as insights on communication and listening techniques.
Two of these, Centodieci is Progress and Centodieci is Change, deal with innovation from the business perspective.
Over 22,000 customers and prospects attended over 222 hours of courses (111 sessions).

The initiatives devoted to values, introduced in 2011 as MCU incontra l'Eccellenza (MCU meets Excellence), were repeated in 2014 under the name: Centodieci is Inspiration. These initiatives were designed to promote professional development and personal growth among managers and customers.

As part of the two tours organized by "Centodieci is Inspiration" and Dr. Patch Adams, a selected hospital was also visited in each city on the tour. Patch Adams - doctor, activist, writer, and famous worldwide for practising and promoting Clown Therapy - visited the paediatric oncology units of 11 of Italy's leading hospitals. The visits lasted an average of 1 hour, and the clown therapy even involved hospital doctors and nurses.
The 27 sessions (54 hours) involved over 11,000 customers and prospects.
Besides training on values, Mediolanum Corporate University developed educational initiatives for Banca Mediolanum customers and prospects on issues related to social media and communication. In 2014, 33 sessions were held and 38 classrooms were made available to discuss the topics covered during the general course format, for a total of 370 hours.

A "Social Faculty" was created to provide more support for specific training and to ensure the whole country would be covered. This "faculty" comprises a selection of the best in-house teachers, experts and enthusiasts on digital themes. The series of conferences known as Share the Bank continued in 2014. Held in special classrooms, they explored the major social networks and enhanced the expertise of Family Bankers^® on social media.

In an effort to emphasize its role as "Financial Educator", in 2014, Mediolanum Corporate University continued to organize, for customers of Banca Mediolanum and savers in general, the initiative formerly known as "Invest in My Future" and now named "Centodieci è Investimento" (Centodieci is Investment). This initiative is aimed at creating opportunities for those interested in finance and economics to meet and share their views. During 2014, four training sessions were held, which about 80 customers attended together with their personal Family Bankers ^®.

The audience for such training formats is highly diverse, but there are also specific targets, such as professional associations (the Association of Journalists, the Dental Association, Pharmacists Association, Architectural Association, Confindustria - General Confederation of Italian Industry, and Confartigianato - Confederation of Italian Craft Enterprises) and Millennials: in 2014, the training formats on social media and on innovation were requested by 9 secondary schools and 10 universities throughout Italy. During 2014, five two-day visits were offered to customers wishing to visit Banca Mediolanum, Mediolanum Corporate University and the Company Museum, attended by about 300 customers. In July, Centodieci launched a web magazine (www.centodieci.it) to reinforce and promote the values put forward during training, as well as to involve as wide an audience as possible in the initiatives. The magazine offers professionals, managers, entrepreneurs and students useful resources and tools that encourage innovation and convey brand values - Passion, Commitment and Simplicity. The aim is to achieve the best possible results through a process of continuous development. In addition to offering inspirational content, Centodieci.it features the views and opinions of 28 highly esteemed personalities from various professional and cultural spheres, who tackle issues related to innovation, technology, creativity and education.

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