Customer centricity and financial inclusion : lessons from other industries (English)

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...

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Author

Burritt,Kiendel Suzanne;

Coetzee,Gerhardus Koch;
Document Date
2016/10/01
Document Type
Brief
Report Number
110635
Volume No
1
Total Volume(s)
1
Country
World,
Region
Other,
Disclosure Date
2016/11/30
Disclosure Status
Disclosed
Doc Name
Customer centricity and financial inclusion : lessons from other industries
Keywords
financial service provider

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Citation

Burritt,Kiendel Suzanne; Coetzee,Gerhardus Koch.

Customer centricity and financial inclusion : lessons from other industries (English). CGAP brief Washington, D.C. : World Bank Group. http://documents.worldbank.org/curated/en/241091480499193721

Customer centricity and financial inclusion : lessons from other industries (English)

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