Enabling Customer Empowerment : Choice, Use, and Voice
The use of digital channels is changing the way financial services can be delivered to poor people. Growing mobile phone usage and the development of agent networks enable customer access too timely, low-cost digital financial services (DFS) (World...
| Main Authors: | , |
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| Format: | Brief |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2015
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/2015/05/24447350/enabling-customer-empowerment-choice-use-voice http://hdl.handle.net/10986/23496 |
| Summary: | The use of digital channels is changing
the way financial services can be delivered to poor people.
Growing mobile phone usage and the development of agent
networks enable customer access too timely, low-cost digital
financial services (DFS) (World Bank 2014). Despite this,
active use of DFS is relatively low. In this brief, the
author address the inactivity problem faced by many
financial service providers (FSPs) and some of the
underlying causes related to customers’ experiences. The
author explores how empowering customers can help address
this issue and the role FSPs can play. This exploratory
Brief reflects our hypothesis that customer empowerment,
here defined as a process that builds customer trust and
confidence through an interactive relationship between
providers and their customers, can lead to a win-win for
both providers and customers. |
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