Embedding Social Performance Management in Financial Service Delivery

Published
2014-05
Journal
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Abstract
After decades of growth and experimentation, financial service providers (FSPs) have learned that to achieve financial inclusion and generate benefits for lower-income clients, one must be customer-centric. The products should be designed to help the poor improve lives, and service delivery must be responsible, transparent, fair, and safe. Decision-making at each level of the business should place customers at the center, to ensure solutions add value to people's lives. Some FSPs are customer-centric: their systems, processes, and employees help build loyalty, trust, and long-term relationships with customers. Others find it challenging, especially when serving low-income customer segments.Citation
“Koning, Antonique; Wardle, Leah. 2014. Embedding Social Performance Management in Financial Service Delivery. CGAP brief;. World Bank, Washington, DC. © World Bank. https://openknowledge.worldbank.org/handle/10986/20261 License: CC BY 3.0 IGO.”
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