Embedding Social Performance Management in Financial Service Delivery
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...
| Main Authors: | , |
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| Format: | Brief |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2014
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/2014/05/20234771/embedding-social-performance-management-financial-service-delivery http://hdl.handle.net/10986/20261 |
| Summary: | 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. |
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