Client-centricity is the latest buzz word in financial inclusion. Beyond the rhetoric, financial service providers have to figure out what it takes to listen to clients continuously and to implement what they are learning in the form of better products, delivery channels, or overall customer experience. A first step for providers is analyzing the value of understanding clients and how they can incorporate what they hear in ways that yield actionable insights. Some providers have client-centricity baked into their systems, operations, and human resources. For others, it is a bigger stretch to put clients at the center of the operational model.
With this in mind, CGAP and MicroSave have four recommendations for listening to and learning from clients:
- Take a holistic view of the client
- Listen to clients systematically and continuously
- Use the right methodology
- Integrate client understanding throughout operations
For more details, visit CGAP.org: http://cgap.org/news/how-can-institutions-listen-and-learn-their-clients
CGAP
1818 H Street, NW, Room P3-300
Washington, DC 20433
Tel: 1-202-473-9594 Fax: 1-202-522-3744
CGAP@worldbank.org
http://www.cgap.org
http://www.microfinancegateway.org
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