Re: [MFP] Four recommendations for learning from clients

I fully support Hugh arguments. Based on my experiences while working directly working with communities in several countries, regular meeting and social events brings the poor people an opportunity to enjoy while making profits in their savings fund.
Regards
Achyut


ArofinancePractice@yahoogroups.com

Subject: Re: [MFP] Four recommendations for learning from clients

 

 

Thanks Hugh, the trouble is, if all of 'us' who are in microfinance really asked and honestly answered the question 'would you like that kind of financal service for yourself ?', we'd say 'no', and MF would grind to a halt.  Some might say 'a good thing too', but it applies to VSLAs as well.

 

But it's not quite that simple. I wouldn't like to sit round a metal box with two or three locks once a week and tell my neighbours all about my financial affairs. I wouldn't like either to 'benefit' from a hundred meter walk to a new not-so-clean donor-financed public loo or water tap.

 

We have to accept that these are second rate solutions for 'the poor', band-aids, to be ashamed that they are necessary,acknowledge that they are temporary, and to work to make sure that they too are replaced by decent services as soon as possible.

 

Malcolm

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

From: Hugh Allen

To: MicrofinancePractice@yahoogroups.com

Sent: Friday, April 05, 2013 8:16 PM

Subject: RE: [MFP] Four recommendations for learning from clients

 

 

Agree with you 100% Malcolm. Don't agonise about how to treat poor customers.  Just ask if it's something you'd like for yourself and act on that basis.

From: MicrofinancePractice@yahoogroups.com [mailto:MicrofinancePractice@yahoogroups.com] On Behalf Of Malcolm Harper
Sent: 04 April 2013 18:26
To: MicrofinancePractice@yahoogroups.com
Subject: Re: [MFP] Four recommendations for learning from clients

 

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:

• 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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