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

This is a healthy development. The reverse has always been true. Customers have always listened to the institutions, injustice sometimes notwithstanding. Implementation will be critical here.

Flavian Zeija (PhD)
P.O. Box 40285 Kampala
Uganda
Tel: +256-772-404896
+256-312-348000
Fax: +256-414-505921

The word "impossible" does not exist in my Vocabulary

Some of the world's greatest feats were accomplished by people not smart enough to know they were impossible. -- Doug Larson

If intelligent men refuse to join politics, they must accept to be ruled by fools. -- Plato

Injustice anywhere is a threat to justice everywhere. What affects one directly, affects all indirectly. -- Martin Luther King, Jr.

"Our lives begin to end the day we become silent about things that matter." -- Martin Luther King, Jr.

From: "alatortue@worldbank.org" <alatortue@worldbank.org>
To: MicrofinancePractice@yahoogroups.com
Sent: Thursday, 4 April 2013, 19:56
Subject: 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: