Microfinance Practice: Re: [MFP] Four recommendations for learning from clients

History has long shown that leading a revolution is easier than managing afterwards. The idea is not revolutionary....implementing it systematically might be.

"Malcolm Harper" ---04/04/2013 12:42:55 PM---Wow ! Poor people have to be treated as customers ! What a revolution ! Malcolm

From: "Malcolm Harper" <malcolm.harper@btinternet.com>
To: <MicrofinancePractice@yahoogroups.com>
Date: 04/04/2013 12:42 PM
Subject: Re: [MFP] Four recommendations for learning from clients
Sent by: MicrofinancePractice@yahoogroups.com

Wow ! Poor people have to be treated as customers ! What a revolution !

Malcolm

----- Original Message -----

From:

cgap@worldbank.org

To:

MicrofinancePractice@yahoogroups.com

Sent:

Thursday, April 04, 2013 5:14 PM

Subject:

[MFP] Four recommendations for learning from clients

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: