Tag: Customer Centricity

Working with CGAP to Segment our Consumers

Zoona was born in 2009 with a simple vision – to help people send and receive money when they need to most so that communities can thrive. This was to be achieved by empowering and supporting emerging entrepreneurs across Africa, by tapping into their potential and providing them with a fintech platform to process money transfers.

Today, Zoona operates in two African markets (Zambia and Malawi) – and is about to enter another two. Every 60 days, one million unique consumers make use of our services.

We have partnered with CGAP to help us better understand and segment our customers. CGAP is an independent policy and research center dedicated to advancing financial access for people in developing countries and emerging economies. CGAP works to advance customer centricity, a way of designing products and services that begins with understanding the customer.

Megan, our Head of Customer Centricity, describes some of the work Zoona has been doing with CGAP.

How to make Customer Centricity Real!

Zoona is on a constant and on-going journey towards Customer Centricity.

When my brother and I started Zoona in 2009, we had no idea how big it would become – and that by 2015 we would be part of a team that has raised $5 million in venture capital and be serving over 1 million customers every 2 months.

Through it all, we’ve been on a journey to ensure that ours is a truly customer-centric business. We’ve picked up a few insights along the way, which I’ll be sharing for the benefit of other Startup leaders who may find themselves on a similar journey.

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