What can be learned from the experience of AMK, a Cambodian microfinance organization that’s been customer-centric since its inception? AMK leadership plays a crucial role in shaping culture and ensuring that core values are part of its DNA. Over the past 14 years, leadership has equipped front line agents and staff with the tools they need to reflect the organization's customer-centric values, and has recently taken steps to move a new agent business vertical toward customer centricity.
AMK’s Journey
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CARD Pioneer Microinsurance’s Journey
CARD Pioneer Microinsurance sees the value in delivering positive customer experience by having the right processes in place, hiring the right people, getting feedback from customers, and retooling based on insights and metrics. Over the past two years Pioneer Microinsurance saw an expansion of its portfolio with CARD customers from 600,000 to 1.6 million enrollments, and renewal rates doubled.
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CARD Pioneer's Journey to Customer Centricity | CGAP
CARD Pioneer Microinsurance’s Journey
Digicel’s Journey
An encouraging change in mobile money uptake and activity experienced by a mobile money service provider is evident in Haiti after lackluster results between 2010 and 2015. Mobile money services were initially set in motion to facilitate distribution of grant payments to victims of the 2010 earthquake. What drove the recent surge in uptake and activity for Digicel? This case study shows that a focus on customer needs, and empowering customers, brings results. It also demonstrates how a pull strategy, rather than a push strategy, is the best way to drive uptake and use.
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Janalakshmi’s Journey
Literally translated as “people’s wealth,” India’s Janalakshmi began as a microfinance enterprise and is now a small finance bank that caters to low-income people and businesses that do not have access to mainstream financial institutions. This case study reveals how, with the assistance of CGAP, the group used customer-centric methods to learn about the aspirations and financial lives of its customers to develop products that meet their needs. It also describes the formal change management process and structural transformations that put customers at the heart of Janalakshmi’s operations.
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Janalakshmi: How can we improve the customer experience at branches serving the poor? | India
Janalakshmi’s Journey
Zoona’s Journey
Beginning in the spring of 2017, Zoona CEO Mike Quinn embarked on an intensive journey around Africa to talk with customers and agents, gather insights, and truly understand the people the money transfer company serves in villages, cities, and rural areas. Over the past three years, Zoona has strengthened its commitment to customer centricity, knowing that delivering the best customer experience becomes more intuitive when leadership is listening.
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Zoona’s Journey | Mike Quinn, Zoona
Zoona’s Journey
Orange Madagascar’s Journey
Orange Madagascar, a subsidiary of the French telecommunications operator Orange S.A., works to give practical expression to the Group’s global vision to promote customer centricity in its operations. Improving customer experience is key in Orange Madagascar’s efforts to strengthen uptake and use of its Orange Money mobile money account. This case study shows how Orange Money Madagascar translates the global vision into local practice by generating and analyzing customer insights, improving interactions with customers, and developing solutions suited to the needs of customers and Orange agents.
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