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

Not sure what you mean Smita about being too slow. VSLAs now reach 8 million people, 7 million of whom are in Africa and offer an average annualised return of 35% on member savings (see thesavix.org). They also make their own rules. The reason for this high rate of return is that all of the interest charged goes back to the members and is hard to beat through more formal mechanisms. Regarding financial scale (and I’d be the first to say this isn’t typical) I have visited rural groups in Kenya, Tanzania and Uganda that are handling $5,000-15,000 (in one case $23,000).

Hugh

From: MicrofinancePractice@yahoogroups.com [mailto:MicrofinancePractice@yahoogroups.com] On Behalf Of Smita Premchander
Sent: 09 April 2013 07:15
To: MicrofinancePractice@yahoogroups.com
Subject: Re: [MFP] Four recommendations for learning from clients

Malcolm's sacasm is welcome.

For those who want to make profits for themselves, it is good that they are beginning to learn the value of learning about thier customers. About time. 15 years too late.

And for those who want to promote people's own organisations... VSLAs, VSLGs, cooperatives... aren't we too slow and too?

Smita

On 6 April 2013 00:46, Hugh Allen <hugh@vsla.net> wrote:

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