The reasons why KCB might never overtake Equity:
1.KCB is too conservative and rigid they take alot of time to respond to market needs and when they do it takes alot of time to take off take for instance mobile banking Iam sure we have KCB customers who dont even know its linked to MPESA.Agency banking they partners with posta which to me does not add any value since if you look at postas outlet distribution its the same as KCB and he working hrs are slightly the same.
2.KCB has never shed its elitist tag even when their strategy to target SME takes shape.I have dealt with both KCB and Equity and their management styles are totally different whereas Equity will mingle freely with its customers even visiting customer premises and homes to have a clear understanding of their loan applicants KCB rely solely with the audited accounts and bank account history...which to me makes them disconnect with their target customers.
3.KCB has one of the slowest service in the country it takes several minutes to serve a single client am sure if KCB had the same number of customers as Equity service will come to a stand still...I think they need to work on their customer turn around time.
'......to the acknowledgment of the mystery of God, and of the Father, and of Christ; 3 In whom are hid all the treasures of wisdom and knowledge.' Colossians 2:2-3