The Journey to Customer-Centricity
Learning from a project with Janalakshmi, an Indian microfinance institution with more than a million customers, this multi-part blog series explores what it takes to embed customer-centricity within an organization and make it part of its DNA.
CGAP offers five insights on improving customer experience for the poor, in ways that are game-changing, yet profitable.
Is it important that financial service providers (FSPs) provide a good customer experience when serving poor, underbanked customers? Evidence says "yes," but this is often overlooked by FSPs.
Janalakshmi Financial Services, Jana Foundation, CGAP and Innovation Labs partnered to develop a tool called Kaleido that provides the foundation for building a customer-centric organization. An initial survey of the tool offers several key findings.
Janalakshmi, an urban microfinance institution in India, is putting its customers at the center of its business with a mapping tool called Kaleido.
In the first of a multi-part blog series, we take a look at a unique customer profiling tool called Kaleido. Created by Janalakshmi Financial Services, the tool maps the financial context of a household, getting us closer to a customer-centricity.