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...

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Bibliographic Details
Main Authors:	Burritt, Kiendel S., Coetzee, Gerhard
Format:	Brief
Language:	English en_US
Published:	World Bank, Washington, DC 2016
Subjects:	financial inclusion customer experience company culture
Online Access:	http://documents.worldbank.org/curated/en/241091480499193721/Customer-centricity-and-financial-inclusion-lessons-from-other-industries http://hdl.handle.net/10986/25706

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spelling	okr-10986-257062021-05-25T10:54:37Z Customer Centricity and Financial Inclusion : lessons from other industries Burritt, Kiendel S. Coetzee, Gerhard financial inclusion customer experience company culture 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. 2016-12-12T19:53:34Z 2016-12-12T19:53:34Z 2016-10 Brief http://documents.worldbank.org/curated/en/241091480499193721/Customer-centricity-and-financial-inclusion-lessons-from-other-industries http://hdl.handle.net/10986/25706 English en_US CGAP Brief; CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Publications & Research Publications & Research :: Brief
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	English en_US
topic	financial inclusion customer experience company culture
spellingShingle	financial inclusion customer experience company culture Burritt, Kiendel S. Coetzee, Gerhard Customer Centricity and Financial Inclusion : lessons from other industries
relation	CGAP Brief;
description	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.
format	Brief
author	Burritt, Kiendel S. Coetzee, Gerhard
author_facet	Burritt, Kiendel S. Coetzee, Gerhard
author_sort	Burritt, Kiendel S.
title	Customer Centricity and Financial Inclusion : lessons from other industries
title_short	Customer Centricity and Financial Inclusion : lessons from other industries
title_full	Customer Centricity and Financial Inclusion : lessons from other industries
title_fullStr	Customer Centricity and Financial Inclusion : lessons from other industries
title_full_unstemmed	Customer Centricity and Financial Inclusion : lessons from other industries
title_sort	customer centricity and financial inclusion : lessons from other industries
publisher	World Bank, Washington, DC
publishDate	2016
url	http://documents.worldbank.org/curated/en/241091480499193721/Customer-centricity-and-financial-inclusion-lessons-from-other-industries http://hdl.handle.net/10986/25706
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Customer Centricity and Financial Inclusion : lessons from other industries

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