Customer Centricity and Financial Inclusion : lessons from other industries
Many financial service providers struggle with high levels of account dormancy and customer dropouts, limited service usage, and loss of their best clients to other providers. Negative customer experiences that erode customer trust are at the root...
| Main Authors: | , |
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| Format: | Brief |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2016
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/241091480499193721/Customer-centricity-and-financial-inclusion-lessons-from-other-industries http://hdl.handle.net/10986/25706 |
| Summary: | Many financial service providers
struggle with high levels of account dormancy and customer
dropouts, limited service usage, and loss of their best
clients to other providers. Negative customer experiences
that erode customer trust are at the root of many of these
challenges. Many of these negative experiences are the
result of poorly designed products that do not respond to
clients’ needs, are difficult for customers to activate and
use, do not deliver on promised features, or are costly
relative to their benefits. |
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