Janalakshmi: How can we Improve the Customer Experience at Branches Serving the Poor?
Автор: CGAP
Загружено: 2015-11-20
Просмотров: 124463
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CGAP's work with Janalakshmi, the largest urban microfinance organization in India, is uncovering basic ways improving customers' experience at branches can help the business perform better.
"All of us want to become a customer-centric organization," notes Ashwini Jain, head of products and marketing at Janalakshmi. "While we understand that in theory, I don't think our processes or our DNA is fully established in that direction."
For Janalakshmi, becoming more customer centric means making changes - both big and small. Details, like offering branch customers a comfortable place to sit, complementary water to drink, or a designated breast feeding area, make visiting a branch a more positive experience.
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