Publication: Customer Centricity and Financial Inclusion: lessons from other industries
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2016-10
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2016-12-12
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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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“Burritt, Kiendel S.; Coetzee, Gerhard. 2016. Customer Centricity and Financial Inclusion: lessons from other industries. CGAP Brief;. © World Bank. http://hdl.handle.net/10986/25706 License: CC BY 3.0 IGO.”
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