Customer Centricity and Financial Inclusion : lessons from other industries

Burritt, Kiendel S. ; Coetzee, Gerhard

World Bank, Washington, DC

关键词: financial inclusion;    customer experience;    company culture;   

RP-ID  :  110635

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

Many financial service providersstruggle with high levels of account dormancy and customerdropouts, limited service usage, and loss of their bestclients to other providers. Negative customer experiencesthat erode customer trust are at the root of many of thesechallenges. Many of these negative experiences are theresult of poorly designed products that do not respond toclients’ needs, are difficult for customers to activate anduse, do not deliver on promised features, or are costlyrelative to their benefits.