#15
LITTLE
Little has solidified its position as a leader in the ride-hailing and mobility services industry by embracing a truly customer-centric approach. As one of Africa’s largest pan-African ‘everyday everything’ apps, Little serves cities across Kenya, Uganda, Tanzania, Ethiopia, Somalia, Senegal, Ghana, and India. In Kenya, it operates in major cities including Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, and Nyeri, providing a broad range of services that meet the diverse needs of its customers.
As Little’s first and most crucial customers, the PSV drivers are at the heart of its customer-centric approach.
In a powerful move to support this key group, Little recently partnered with Minet and Pioneer Insurance to offer over 200,000 drivers financial protection in the event of an accident. Providing compensation of KES 3,000 per day for up to ten days during vehicle repairs, this initiative ensures that drivers are not financially burdened when they can’t work. Integrated directly into the Little app, the insurance product offers flexible payment options and quick access to financial support. This partnership reflects Little’s unwavering commitment to its drivers – acknowledging their vital role in its business – and goes beyond traditional insurance by addressing their unique financial vulnerabilities, ensuring they are safeguarded in times of need.
A key element of Little’s customer-centric approach is its focus on accessibility, ensuring that every-one, regardless of their device, can access its services. The Little app, available on Android, Windows, and iOS devices, revolutionises the way customers hail taxis by integrating mobility, delivery, and payment solutions. It goes beyond smartphone users by introducing a short code messaging feature that allows users with traditional phones to re-quest a taxi. This pioneering move, which leverages USSD technology, sets Little apart as the first in the world to provide location-based services on non-smartphones, making it truly inclusive and expanding access for customers in all circum-stances.
Operating seven days a week, Little focuses on providing afford-able and comfortable mobility solutions, with a variety of car categories ranging from Economy to Comfort Plus. This range gives customers the freedom to select a ride that best suits their preferences and budget, while its unique features – such as the absence of price surges and the option to choose preferred drivers – ensure a smooth and stress-free experience. For customers in a hurry, the Little Boda option offers the convenience of motorbike rides, while the Ladybug option priorities-es the safety and comfort of female passengers by offering female drivers.
Little’s corporate services further reflect its customer-centric ethos. The company offers a com-prehensive solution for businesses, including taxi rides, shuttles, logistics, and executive vehicles, enabling companies to meet their mobility needs efficiently. Through its corporate platform, businesses benefit from real-time visibility, customised billing, dedicated drivers, and a full audit trail of transportation costs. This allows businesses to manage their transportation budgets with greater control and precision, ensuring a top-notch, professional ser-vice for their employees.
In addition to its core mobility services, Little also provides five-star delivery services, meeting the growing demands of both corporate clients and individual customers. Whether it’s food, drinks, groceries, or gas, Little guarantees safe, timely, and reliable deliveries throughout Nairobi County.
To further enhance its customer experience, Little has partnered with Motion Cinemas, making it easy for customers to book movie tickets and arrange transportation to and from the theatre. This partnership, along-side collaborations with leading food outlets like Pizza Mtaani and Jakoni, and discounts on movie tickets, shows Little’s commitment to offering value-packed services that go beyond transportation, further enrich-ing customers’ lives. These collaborations provide customers with affordable meals and entertainment, showcasing Little’s dedication to creating a well-rounded service experience.
At the helm of Little’s innovation and customer-focused operations, is Kamal Budhabhatti, a visionary entrepreneur who has made customer-centricity the cornerstone of the company’s operations. As the Found-er and CEO, Budhabhatti leads Little with a clear vision on innovation and service excellence. His leadership, supported by a dedicated management team, ensures that the brand stays rooted in customer needs, driving continuous improvement and delivering unparalleled service experiences.
Through its comprehensive approach to mobility, delivery, and value-added services, Little has redefined customer service in the ride-hailing sector, making it a true customer-first brand.
