What’s inside?

Volume: #6

We gladly present you with our 6th edition of the WOW bulletin!Our team is dedicated to going the extra mile to provide our colleagues with a fun-to-read and informative Wow Bulletin each and every time. Each edition contains information on a variety of service related topics, interesting service articles, service and branding developments, events, campaigns, and much more!Happy reading!

1. Service Employees of the month

2. Service Excellence Contest

3 . Forbidden Words and Phrases

4. Wow Anniversaries

5. Service inspired article 6. Service Stories

7. Ongoing Campaigns 8. Brand News

9. Service Standards Video Competition

10. Winners Share Their Experience

11. Did you know?

12. Fill In & Win

b u l l e t i n

We are proud to announce...

Yhoniset Yeates as the first Service Employee of the Month (back-office)!

Yhoniset Yeates, our colleague of General Affairs, showed his commitment to service excellence during the month of March 2013 by going the extra mile continuously for his internal customers.

Yhoniset helped Iliana with setting up her computer at Zoutmanstraat without having to request the assistance of IT, he got cats out of the ceiling at Zoutmanstraat so the work of Card Center could proceed as usual, he alleviated the multiple issues encountered during Card Center’s movement to Zoutmanstraat, and he demonstrated extra efforts in assisting Stephanie with Women’s Day preparation until late in the evening.

Rachel Mak as the first Service Employee of the Month (front-office)!

Rachel Mak, our colleague of Retail, showed her dedication to excelling in service during the month of March 2013 by ensuring her clients a WOW experience every time.

Rachel received in total 10 service excellence recognitions from her customer during the month of March.

They described her as service minded, friendly, tremendous, knowledgeable, a lot of fun, happy, very good, professional, and swift, just to mention a few!

Employees of the Month

Service Employees of the MonthColleagues excelling in service during March 2013.

We have recently established a recognition program to acknowledge our valuable employees for excelling in service.An employee is chosen monthly; one of the back-office (wow moments) and one of the front office (survey cards and service calls). For back-office it is based on most wow moments received and for the front-office it is based on the most excellent scored survey cards and service calls.

We are proud to announce...Yhoniset Yeates as the first Service Employee of the Month (back-office)!

Yhoniset Yeates, our colleague of General Affairs, showed his commitment to service excellence during the month of March 2013 by going the extra mile continuously for his internal customers.

Yhoniset helped Iliana with setting up her computer at Zoutmanstraat without having to request the assistance of IT, he got cats out of the ceiling at Zoutmanstraat so the work of Card Center could proceed as usual, he alleviated the multiple issues encountered during Card Center’s movement to Zoutmanstraat, and he demonstrated extra efforts in assisting Stephanie with Women’s Day preparation until late in the evening.

Rachel Mak as the first Service Employee of the Month (front-office)!

Rachel Mak, our colleague of Retail, showed her dedication to excelling in service during the month of March 2013 by ensuring her clients a WOW experience every time.

Rachel received in total 10 service excellence recognitions from her customer during the month of March.

They described her as service minded, friendly, tremendous, knowledgeable, a lot of fun, happy, very good, professional, and swift, just to mention a few!

As a token of appreciation, Yhoniset and Rachel received a certificate of Congratulations, a dinner at L.G. Smith Steak & Chop House, a Service Employee of the Month stainless steel mug, and a WOW pin to wear every day. In addition, each Service Employee of the Month will participate at year-end to win an all inclusive paid trip for two to

New York City!

We congratulate our colleagues, Yhoniset and Rachel with their achievement and count on their continuous commitment to service excellence! Thank you Yhoniset and Rachel for your efforts! You are perfect examples of service excellence! Stay pending for the Service Employees of the Month of April 2013.

Service Excellent ContestAs informed during our service sessions, we have introduced our Service Excellence Contest!This is an internal and permanent contest that is aimed at encouraging colleagues to continue striving for service excellence.

The contest is for EVERYONE; front office and back office staff. The front office staff will be evaluated based on most excellent scored survey cards and the back office staff will be evaluated based on most number of wow moments.

Each month we will elect a Service Employee of the Month from the front office and back office. At year end, all the front office employees of the month and all the back office employees of the month will participate to win an all-inclusive trip for two to New York City each.

The Service Employee(s) of the Month will be placed in our quarterly Wow Bulletin, announced by email to all staff and a nice photo will be placed on our intranet for the entire month. In addition, they will receive a nice WOW pin and mug as recognition for excelling in service.

As we start this contest, let’s all demonstrate our commitment to providing excellent service to our clients! Challenge yourself, it might serve you a trip to NYC!

Stay tuned for the announcement of our first Service Employees of the Month during the 2nd week of April!

Who wants to win an all-inclusive trip to NYC?

Get ready, Set, Go!

Win a trip to NYC!

When our customer interacts with us, we are not an individual. To the customer, we are our company. And as the company, we

strive to deliver excellent customer service. One way to excel in service is to remove forbidden words and phrases. Forbidden

words and phrases are those which could potentially give a customer a poor impression of us and our company.

Forbidden Words and Phrases Our Number One Work Responsibility is to attract and retain customers. So how do we do that? Think like the customer!

NoYou want to be positive, as opposed to negative. Never say ‘No’ to customers. Go the extra mile by checking other

possibilities and discussing options with your manager.

I don’t know Even if you do not know something, never state this to the customer. After all, it is your job to know, rather than

not to know. When you say, I don’t know, customers hear ‘I don’t care’. The better response is: ‘This is a very good

question. Let me check and fi nd out.’

I can’tState what you CAN do, not what you CAN’T do. Replace ‘I can’t do that’ with ‘I don’t have the authority to take that

action, but I’ll get my supervisor to contact you.’

It’s not my job As far as the customer is concerned, it IS your job! Whoever answers the phone or is on the desk IS the organization

to the customer and is responsible for helping the customer. Think like the customer. ‘Well, it looks like you work

here. Why isn’t it your job and why don’t you know?’ When you say ‘I don’t know’, you are saying to your customer,

‘I don’t know. They didn’t train me well.’ A better response is: “‘Please tell me how I can be of assistance and I will

make sure that (the nominated person) gets back to you on this.

It’s a company policy‘Our policy is . . . ’What is the customer hearing? Here is what he is hearing you say, ‘What I am about to tell you will

cover us. You’re simply not going to like it. But that’s your problem.’ Give the reasons for the policy and you will

generate a better customer understanding. Most importantly, tell the customer you want to help them and mean

it! A better response is: ‘The reason for this policy is ..... I really want to help you fi x this problem. How do you think

we can reach agreement?’

You’re wrongNever tell the customer they are wrong! Assume the blame for not understanding the problem to avoid an all-out

war. (You will NOT win!) A better response is: ‘There seems to be a misunderstanding’

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No one else has complainedThis infers that the customer is a fi rst-class whiner. A better response is: ‘Would you mind telling me what

happened?

I think or I believeWhen you say ‘I think’ or ‘I believe’, the customer is hearing you say, ‘I have no clue, but here is my best guess.’ If you

are not sure of the information, do not provide this to the customer! First, verify this with your manager and get back

to the customer with the correct response: ‘Thank you for waiting Sir, I have verifi ed this with my manager and our

branch hours are….’

We’re a little understaff edThe customer did not expect to be dissatisfi ed when he walked into your establishment. Any reason you give about

why you did not meet his expectation is not being heard as a reason. It’s being heard as an excuse. He doesn’t want

an excuse. Whatever the reason or excuse, it does not matter to the customer. He just wants to be helped. A better

response is: ‘I apologize.’ with no excuses and work towards a solution.

It’s not my fault The customer would not really know whose mistake it is; because we are all suppose to be working together.

Whenever a complaint is made, your initial reply should be ‘We are very sorry that this happened,

we’ll explore this situation and fi nd out what we can do about this”. An easy apology will help calm the customer

before you take an action. Don’t point a blaming fi nger to any particular person. In customer service, the end result

is that the customer is not interested in who made it happen.

Just fi x the problem and the client will be happy!

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Wow Anniversaries

Name: Glenda Maduro

Can you provide a short description of your trajectory at Aruba Bank?I started working at Aruba Bank on March 8th 1978 as Teller at the Head-Offi ce, which was Mainstreet branch at that time. During the same period, I also worked as back offi ce clerk

when my colleague was out of offi ce. Afterwards, I went to Santa Cruz Branch and thereafter got transferred to San Nicolas Branch where I stayed for 11 years. During this time I left the position of Teller and became Back Offi ce Clerk and Proxy C.

Years of service: 35 years

Name: Seferina Boekhoudt

Current position: Credit administration & Control Senior Officer

Years of service: 35 years

Can you provide a short description of your trajectory at Aruba Bank?On a nice day March 1, 1978, I started working at Aruba Bank N.V. in the Collection Department located that time at Mainstreet Branch, formerly called the Head Offi ce. I worked there for interesting nine months. After the nine months I started working at the Executive Offi ce as Assistant Secretary to the secretaries at that time. I gained quite some experience working there and it was a very interesting experience. After 14 years at the Executive Offi ce I was transferred to Corporate Department where I received ample knowledge. Back in those days there were a number of

secretaries assisting all the Corporate Account Managers.

I saw them all going to diff erent companies for other opportunities but I decided to stay and seek my opportunities within the Bank, as that is what I always wanted. I love the job I have been doing for 35 years now. Currently I’m working in the CACD, which is an interesting department where I have learned a lot and I am still learning something new every day. I am working together with a number of nice colleagues.

What is your most memorable moment that you have experienced during all your years of service at Aruba Bank? The Secretary Day celebrations I was part of.

What is the WOW moment that you will always remember?To deliver a CFA in one day and also signed to the Account Manager.

What advice would you give our colleagues who have just started their career at Aruba Bank?To be service minded and love your job!

What are your goals for the future? To serve Corporate Credit Dept. as good as possible for the few years that I have left to work at this Bank.

Current position: Call Center Officer

You must have understanding for each other and lot of patience to deal with the stress. Together we serve a very important department of Aruba Bank N.V. named “Corporate”.

Name: Lucrecia M. Giel-Feliciana (Grace)

Can you provide a short description of your trajectory at Aruba Bank?I started at Aruba Bank in the Collection Department. After four years, I went to work at Boulevard branch in the Loan Department. In 1987 I was transferred to the Personal Loan Department as clerk and after a few years I became supervisor. When we moved to Camacuri in 2004 I changed to the position of senior clerk and afterwards to the position of Senior Risk & Control Offi cer, which is the position I currently hold.

What is your most memorable moment that you have experienced during all your years of service at Aruba Bank?

Not a good one. The bank robbery that occurred on September 20, 1983.

A good one. The good times at Boulevard branch. Everyone was united and we would organize a happening for any oc casion. Ten years ago, we had a big party to celebrate my 20th anniversary, the 25th anniversary of Glenda Maduro, and the 30th anniversary of Dichi Thiel, with mariachi, a small band, and lots of food and beverage. That was Boulevard branch!

What is the WOW moment that you’ll always remember?That was the month of September 2000, when we celebrated the 75th anniversary of Aruba Bank. We celebrated the whole month of September with a celebration every Friday at the branches with colleagues and clients. There was a band, good food and beverages, and everything

Current position: Senior Risk & Control Officer

Years of service: 30 years

After 11 years at San Nicolas, I was transferred to Boulevard Branch where I became Retail Banking Representative in 2002. After working four years at Boulevard Branch, I returned to San Nicolas Branch. In 2006 I requested a transfer to Call Center where I am happily working at this time.

What is your most memorable moment that you have experienced during all your years of service at Aruba Bank? The blessing I received from Mrs. Frederica Eman and her appreciation of

having me working for them.

What is the WOW moment that you will always remember? There were many many WOW moments during 35 years and today I was pleasantly surprised with a beautiful decoration for my 35th anniversary and I am very diffi cult person to surprise.

What advice would you give our colleagues who have just started their career at Aruba Bank?Come to work every day as if it is your

fi rst day on the job. Love what you do and do it right, with passion and all that you have. Stick to the rules and be patient, be thankful and remember that YOU are Aruba Bank.

What are your goals for the future? Keep the service high and with the same passion and hopefully retire in December of 2015.

was free. This took place at San Nicolas, Paradera, Noord, and Mainstreet. In addition, we also had a bank competition, the last one, where we organized a fun event with large tables of cake and Champaign at the entrance. It was very fun!

What are your goals for the future? After 30 years? Working towards the end of my banking career with the satisfaction of all my colleagues and clients!

Continue to study to excel in life and ALWAYS give the best service of all.

Upgrade your banking skills and Love your Job!

Glenda’s Wow anniversary continues...

Service Inspired ArticleIs Your Customer Loyal To You Or Your Price? Defining Your Customer’s Loyalty

By Shep HykenCustomer service expert, professional speaker and New York Times bestselling business author.

What would happen if you were just a little higher priced than your competitor? How would your customers react? Would your loyal customers continue to do business with you, in spite of your higher price?

Unless your strategy is to always be the lowest price, one would hope the answer to the last question is, “Yes!”

These questions come from a conversation I was having with a client that resulted in me asking the question, “Do you think your customers are more loyal to your company or your price?”The client said, “I hope they are happy with our company, in spite of our price.” I said, “Hope is not a strategy. You should know why your customers are loyal to you!” Unless the customer just happens to call or visit your business for the first time and doesn’t know much about you, your customers typically fall into one of these two categories:

1. Price sensitive customers who are loyal to your price and not your company. Even if they appear to be loyal to the company, it’s only because of price. The real loyalty is a benefit that

overrides everything else: low price. Just realize that the moment that customer finds a lower price from a competitor, they will.

2. Value or relationship driven customers who are loyal to the company. Price is less relevant to them as they appreciate the value that the company provides. That value can come in the form of customer service, convenience, expertise, bigger selection, quality of product and even a relationship with someone in the company – basically anything other than a low price. Keep building that relationship and offering value and the customer is more likely to stay with you.

If you are the low price provider, you must be consistent. Wal-Mart, Costco, Home Depot and other big box stores are known for low prices. If they don’t stay competitive in that chosen area, the customer will find another place to get the lower price.

If you deliver value in the form of the areas previously mentioned, it better be consistent. Apple is a company known for delivering a consistent above-average customer experience. And customers are willing to pay more for it. The consistency creates confidence and in turn creates loyalty. Realize that one or two missteps and the customer will go to a competitor.

You may have noticed that I used the word consistent. All of this is about being purposeful in defining and delivering the value proposition to your customer. What does the customer want? Is it just a low price? Is it customer service? Is it the quality? Is it the experience? Whatever it is, work to be best at it. Most important, be consistent about it. And when I ask you if your customer is loyal to your company or your price, you’ll know the answer.

With either of these two customer categories, there is a simple key to being successful, summed up in one word: consistency.

By Madeline Koolman

I would like to share a story with my colleagues about a WOW moment that I experienced on February 13, 2013.A client, Mrs. Eleonora, came to the branch at Mainstreet to make use of her Safe Deposit Box.

However, the payment of her safe deposit box for 2013 did not go through seeing that she did not have sufficient funds on her account at the time when the system automatically made the debit. Thus, following our procedures, I was not allowed to let her inside the Vault to visit the Safe Deposit box until she made the payment. Once I informed her about this, she got very mad. I explained to her that we have sent out the informative direct mails and that hers is probably in the process of being delivered to her. As you can imagine, she was very upset at this point. Not only could she not enter her vault, she was also misinformed by the tellers regarding the cost of her safe

locker. Instead of Awg 75 her safe locker was Awg 110.

As a result of all of this, the client said she was going to send a complaint. Nevertheless, we wanted to help her.

When Mr. Eleonora went to pay her safe locker at the teller, there was a long line. Thus, I decided to call Tack to see if she could go in the line of Lucio Maduro (Large Deposit) so she can be helped quicker. Tack agreed. Mrs. Eleonara went to make a deposit on her account so we could debit the safe locker fee. While doing this she was not happy at all. And then… when Mrs. Eleonora came back to me she was all smiles! And told me: “Tack ki si”. This was a surprise to me and I wondered what Tack might have done to change her mood. So I asked her and she showed me a yellow post-it-note that said: SMILE and a smiley face, written by Tack. She kept laughing with the note in her hand.

It does not matter how big or small your actions may be… All it takes is the effort to understand the client and make them feel happy.

For Mrs. Eleonora that simple note was all that she needed to make her happy again and to forget the inconvenience she just experienced.

Service Stories How a smiling Post-it made the day of a customer

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

Ongoing Campaigns

“I love Easter, especially when I can earn double points!”

Use your Visa Platinum Credit Card and reward yourself with double points! Visit www.arubabank.com for more information

Aruba Bank Rewards

Earn double Rewards Points from February 22 to April 11, 2013, by using your Visa Platinum Card for any purchases.

You can easily redeem your accumulated Aruba Bank Rewards points for:• Booking a ticket with any airline, cruise line or hotel.• Renting a car.• Purchasing merchandise.

Simply login to Aruba Bank Rewards www.arubabank.com-Online Banking-Aruba Bank Rewards and make your own rewarding travel arrangements or purchase.

Apply for your Visa Platinum Credit Card today, and let your rewarding experience begin.

scan and apply online for your Aruba Bank Visa Platinum Credit Card

“I love Easter, especially when I can earn double points!”

Use your Visa Platinum Credit Card and reward yourself with double points! Visit www.arubabank.com for more information

Aruba Bank Rewards

Earn double Rewards Points from February 22 to April 11, 2013, by using your Visa Platinum Card for any purchases.

You can easily redeem your accumulated Aruba Bank Rewards points for:• Booking a ticket with any airline, cruise line or hotel.• Renting a car.• Purchasing merchandise.

Simply login to Aruba Bank Rewards www.arubabank.com-Online Banking-Aruba Bank Rewards and make your own rewarding travel arrangements or purchase.

Apply for your Visa Platinum Credit Card today, and let your rewarding experience begin.

scan and apply online for your Aruba Bank Visa Platinum Credit Card

“Yes! Porf in mi a yega na mi auto nobo”

Yes! Car Loan Campaign

Bishita www.arubabank.com pa mas informacion

Aplica pa bo Yes! Car Loan Campaign awe mes y ricibi:

• Interes atractivo• Cuminsa paga despues di 3 luna• Credit Card di USD 1000,- of ArubaCard

di AWG. 2500,-* • Termino di pago te cu 6 aña

Ademas bo ta participa pa gana un bon di gasolin na balor di AWG. 500,-. Tur luna Aruba Bank lo saca un ganador.

E oferta aki ta valido te fi n di juli 2013, na tur car y motorcycle dealer.* Pa bin na remarke pa un Credit Card of Aruba Card mester cumpli cu cierto condicionnan.

scan and apply online!

“Yes! Porf in mi a yega na mi auto nobo”

Yes! Car Loan Campaign

Bishita www.arubabank.com pa mas informacion

Aplica pa bo Yes! Car Loan Campaign awe mes y ricibi:

• Interes atractivo• Cuminsa paga despues di 3 luna• Credit Card di USD 1000,- of ArubaCard

di AWG. 2500,-* • Termino di pago te cu 6 aña

Ademas bo ta participa pa gana un bon di gasolin na balor di AWG. 500,-. Tur luna Aruba Bank lo saca un ganador.

E oferta aki ta valido te fi n di juli 2013, na tur car y motorcycle dealer.* Pa bin na remarke pa un Credit Card of Aruba Card mester cumpli cu cierto condicionnan.

scan and apply online!

“Ademas cu nos ta spar, nos ta conserva nos medio ambiente”

Aruba Bank ta ofrece bo e hipoteca mas ECOnomico y ECOlogico.Bishita www.arubabank.com pa mas informacion

ECOnomicoRicibi un tarifa di interes special y cuminsa paga bek despues di 6 luna.

ECOlogicoFinancia bo productonan electronico green den bo hipoteca y baha bo gastonan di coriente.

HipotECO di Aruba Bank

Si bo ta considera pa construi, cumpra cas of refi nancia bo hipoteca existente. Aplica awor pa bo HipotECO y spar:

Go ECO friendly cu HipotECO. Construccion di un cas green ekipa cu artefactonan green, ta spar consumo di energia y ta yuda conserva nos medio ambiente.

Hasi uso di e extra balor di bo cas y spar.

HipotECO ta aplicabel pa cliente nobo y pa cliente existente tambe.Campaña ta valido te cu 31 di juli 2013.

scan and apply

online!

Learn about our campaigns

Aruba Bank Reward

Hipoteco Mortgage Deal

Car Loan Deal

As part of our new branding, we have recently revamped the design of our brand values. Soon you will be receiving our new brand values posters, mouse pads, and memory jogger cards to use as reminder tools of what each brand value entails.

Be a proud representative of the Aruba Bank Brand!

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

Brand News

“Aruba Bank Brand Values”

“How and what we want outsiders to think and know about our

Bank and how we deal with customers and conduct business”

“Innovative”

“Proactive”

“Reliable”

“Professional”

“Leadership”

We will constantly introduce new ideas, methods, products and services, or new ways of looking at them. We need to know how to treat our client right. We should always have the right answer. Not only to stay ahead of competition, but specifi cally to deliver a customer experience that constantly exceeds expectations.

We need to think and act ahead of our customers’ needs. We anticipate events by listening, learning what his/ her desires are, by placing ourselves in his/ her position and by adapting our products, services, and attitude to maximize his/ her convenience while banking with us.

Each one of our customers must experience that he/ she can trust us and our bank. We should constantly reinforce their trust, which is important for building long-term relationships. Reliability also implies that we are a solid bank.

We carry out our duties in a professional manner, we dress appropriately for the job, we work and communicate eff ectively with others, we speak clearly and with knowledge to our clients, we take our responsibilities seriously and we seek constant improvement and progress in ourselves and in our jobs.

We have the will to excel and to be the leader in the perception of our customers. We will WOW our clients at every encounter; we want our clients to experience the service excellence and to perceive us as their Number 1 Bank. We do not say it, but we earn it.

Service Standards Video Competition

During the month of February, four groups decided to show off their hidden talents. The teams of Mainstreet, San Nicolas, Camacuri, and Management, signed up to participate in the Service Standards Video Competition. After a successful SHINE competition, it was decided to do a video version of the competition, which turned out to be a great one as well!

All teams showed a great deal of Eff ort, Enthusiasm, Teamwork, Creativity, Extra Miles, and Input in the making of these videos. Making the job of the judges even harder. The videos were remarkable!

Each video had its own unique touch which was very pleasant to see. Mainstreet recorded their own Harlem Shake, Camacuri presented their own ‘comedy show’, and San Nicolas created their own Aruba Bank

commercial, which was made with a very nice concept that we can use in the future. We really enjoyed watching them all.

For those who have not watched the videos yet, remember to view these on our intranet!

Lights, Camera, Action!

A special thank you to all the groups for delivering such good videos that illustrated creativity and our service standards. You are WOW!

•

•

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Did you know?

Video Competition Winners

We were surprised with the creativity of the diff erent colleagues in coming up with ideas and with acting. The end result was even more surprising. We believe that when you do something with passion, the outcome

will be successful, and we all feel like champions. One of the greatest things is that we implemented the service standards ourselves during our recording experience.

• We showed reliability• We were responsive• We were very understanding amongst each other• And our relationship was strengthened

We hope you all enjoyed our short movie. Let it help all of us to keep the service standards real close at heart and fresh in our minds so we can implement it to all our clients, internally and externally.

We are ready for the next project /competition…..

Share their experience

First of all we had a very nice team building experience. We partnered up with diff erent departments, had a blast doing the project, and together everyone achieved more.

That we opened a new, comfortable, and fl exible mini branch at Super Food Shopping Center named Aruba Bank Customer Service Center.

That the opening hours of our Aruba Bank Customer Service Center are from Monday - Friday from 9:00AM to 5.00PM. And on Saturdays from 9.00AM to 1.00PM.

That the staff at our Aruba Bank Customer Service Center are Wendy Lejuez as Branch Manager, and Louisette Halley and Sharlene Tromp as Retail Representatives.

That a variety of services are off ered at our Aruba Bank Customer Service Center such as ac count opening, car loan and personal loan applications, ABO services, credit card applicationand all customer services except cash services.

Fill in & win

Horizontal1. We dress appropriately for the job, we work & communicate effectively with others, we speak clearly & with knowledge to our clients, we take our responsibilities seriously and we seek improvement in our job.3. With this product you earn bonus points for every dollar charged to your Aruba Bank Visa Platinum, MasterCard Business or Visa Business Credit card. Earned bonus points entitle you to redeem them for valuable rewards. Use your points to book flights and hotels and rent cars. 4. Name of our ongoing mortgage campaign.

Vertical2. We will WOW our clients at every encounter, we want our clients to experience the service excellence and perceive us as their Number 1 Bank. We do not say it but earn it. 5. Name of our ongoing car loan campaign. 6. We anticipate events by learning what the clients desires are, by placing ourselves into their position & by adapting our products, services & attitude to maximize their convenience while banking with us.7. We will introduce new ideas, methods, products, services or how we look at them. Treat our clients right and always have the right answer. Deliver a customer experience that exceeds expectations. 8. All of our customers must experience that they can trust us and our bank. We should constantly reinforce their trust which is important for building long-term relationships.

Name:

Department:

If you have any ideas or suggestions for the Wow Bulletin, please do not hesitate to contact us.

We welcome all ideas and feedback! We hope you have enjoyed the 6th edition of the Wow Bulletin and stay tuned for our next Wow Bulletin, filled with interesting new topics.

Wow Bulletin Team: Stacey Banfield, Eugenine Cecilia, Mario (Eugene) Dubero, Elston Figaroa, Erlene Fingal, and Richenella Wever.

CONTACT

CrosswordFill in the crossword correctly with your name and department; scan it to wow.bulletin@arubabank.com no later than Monday, May 6th, 2013 and participate in a raffle to win a dinner for two!