Customer Centricity and Financial Inclusion

• Tác giả: Kiendel S Burritt
• Ngôn ngữ: eng
• Ký hiệu phân loại: 332.17 Banking services
• Thông tin xuất bản: World Bank, Washington, DC, 2016
• Bộ sưu tập: Tài liệu truy cập mở
• ID: 303745
• Chủ đề: 1. company culture; 2. customer experience; 3. financial inclusion

Tóm tắt

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.