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Tag: Minakshi Ramji

Managing Customer Satisfaction in Agent Banking

This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement and Management exercise which seeks feedback from m-banking customers on important areas.

Nov 21, 2011

Minakshi Ramji, Ritesh Dhawan and Sachin Bansal

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Nov 21, 2011

Minakshi Ramji, Ritesh Dhawan and Sachin Bansal

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Lessons from CSMs: Agent Perspectives

This Note particularly focuses on agent (customer service point/CSP) feedback. Regular CSM exercises can be very helpful in taking the pulse of its agents or customer service points (CSPs).

Nov 18, 2011

Minakshi Ramji, Ritesh Dhawan and Nitin Garg

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Nov 18, 2011

Minakshi Ramji, Ritesh Dhawan and Nitin Garg

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Managing Channel Satisfaction in Agent Banking

This Note covers the major areas where an agent’s input would be valuable to ANMs seeking to improve their mobile money products, services and delivery channels.

Nov 17, 2011

Minakshi Ramji, Ritesh Dhawan and Sachin Bansal

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Nov 17, 2011

Minakshi Ramji, Ritesh Dhawan and Sachin Bansal

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Individual or Institutional BCs: The Banker’s Perspective

This Note provides perspective on how individual and institutional BCs are perceived by banks.

Sep 23, 2011

Alphina Jos and Minakshi Ramji

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Sep 23, 2011

Alphina Jos and Minakshi Ramji

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Individual or Institutional BCs: The Client’s Perspective

This Note is the first of a two-part series, which provides some perspective on how individual business correspondents (BCs) and institutional BCs are perceived by clients and banks.

Sep 19, 2011

Alphina Jos and Minakshi Ramji

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Sep 19, 2011

Alphina Jos and Minakshi Ramji

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Measuring Willingness to Pay

This Note presents the development and the implementation of an innovative qualitative research tool directed at determining the level of ‘Willingness To Pay’ (WTP) for BC services.

May 19, 2011

Akhand Tiwari and Minakshi Ramji

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May 19, 2011

Akhand Tiwari and Minakshi Ramji

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  • Education and skills
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  • Gender and youth

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  • Products and channels
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