Having worked in banking, wealth management insurance, and now the professional services industry, Tricor Group CEO Lennard Yong has recognised that company culture starts with the board and the CEO. “Given that we’re a global multinational company, we’re trying to encapsulate the best parts of us,” he says. “When we think about culture and working as a team, we have to take our work very seriously. We monitor and we track, and then decide what we deliver to our stakeholders.”
The culture starts as a client-centric organisation, where there is a direct correlation between customer satisfaction and its bottom line. “Our client retention rates are at a 95 per cent average across our books,” Lennard beams. “We have a high net promoter score, and that leads to a lot of recurring work, recommended by our clients.”
To keep clients satisfied and take its service to the next level, Tricor has been working on internal business operations. “For 15 years, we’ve been building the commercial side, but have placed less focus on our administration and staff,” Lennard explains. “In the past two years, we have invested the most money into building up our internal business platform. I believe this is one of the main contributions to our success. It has enabled us to be efficient so that we can serve more of our client needs.”
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