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...
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| Format: | Brief |
| Language: | English en_US |
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World Bank, Washington, DC
2015
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| Online Access: | http://documents.worldbank.org/curated/en/2015/05/24447350/enabling-customer-empowerment-choice-use-voice http://hdl.handle.net/10986/23496 |
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okr-10986-234962021-06-14T10:22:00Z Enabling Customer Empowerment : Choice, Use, and Voice Koning, Antonique Cohen, Monique SKILLS TRANSACTIONS USERS PHONE DIGITAL BUSINESS TECHNOLOGY EMERGING MARKETS TRANSACTION FINANCIAL SERVICES CUSTOMER TRANSPARENCY RESULTS INTEREST INCOME MOBILE PHONE BANK ALGORITHMS GOVERNMENT CAPABILITY DIGITIZATION SYSTEMS STRATEGIES NETWORKS RETAIL BANKS INFORMATION SERVICES BANK ACCOUNT FAX FINANCIAL INNOVATIONS FINANCIAL SERVICE PROVIDERS CUSTOMER TRUST NAVIGATION EMAIL FINANCIAL SERVICE PAYMENTS POLICY CIVIL SOCIETY ORGANIZATIONS CUSTOMER CONFIDENCE DEVELOPING COUNTRY DISPUTE RESOLUTION COMPUTER RESULT MENUS MICROFINANCE LITERACY KNOWLEDGE INSTITUTIONS DELIVERY SYSTEMS SECURITY SAVINGS BLOG DIGITAL NETWORK BUSINESS BANDWIDTH BANKING REAL-TIME INTERACTION PAYMENT METHOD CIVIL SOCIETY REGULATORS COMPLAINT ECONOMIC EMPOWERMENT EXPERTS CUSTOMER EXPERIENCE PRODUCT DESIGN FINANCIAL INSTITUTIONS MARKETS COMMUNICATION ORGANIZATIONS CUSTOMER SEGMENTS SOCIAL VALUE STRATEGY SERVICE PROVIDER LEARNING CONFIDENCE INTERFACE CUSTOMERS RESEARCH CUSTOMER SERVICES WEB SITE LIFETIME VALUE SERVICE HUMAN FACTOR CONSUMER PROTECTION ATTRIBUTES CAPABILITIES INNOVATIONS SERVICE PROVIDERS BANKS 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. 2015-12-22T21:30:44Z 2015-12-22T21:30:44Z 2015-03 Brief http://documents.worldbank.org/curated/en/2015/05/24447350/enabling-customer-empowerment-choice-use-voice http://hdl.handle.net/10986/23496 English en_US CGAP brief; CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank World Bank, Washington, DC Publications & Research :: Brief Publications & Research |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
SKILLS TRANSACTIONS USERS PHONE DIGITAL BUSINESS TECHNOLOGY EMERGING MARKETS TRANSACTION FINANCIAL SERVICES CUSTOMER TRANSPARENCY RESULTS INTEREST INCOME MOBILE PHONE BANK ALGORITHMS GOVERNMENT CAPABILITY DIGITIZATION SYSTEMS STRATEGIES NETWORKS RETAIL BANKS INFORMATION SERVICES BANK ACCOUNT FAX FINANCIAL INNOVATIONS FINANCIAL SERVICE PROVIDERS CUSTOMER TRUST NAVIGATION FINANCIAL SERVICE PAYMENTS POLICY CIVIL SOCIETY ORGANIZATIONS CUSTOMER CONFIDENCE DEVELOPING COUNTRY DISPUTE RESOLUTION COMPUTER RESULT MENUS MICROFINANCE LITERACY KNOWLEDGE INSTITUTIONS DELIVERY SYSTEMS SECURITY SAVINGS BLOG DIGITAL NETWORK BUSINESS BANDWIDTH BANKING REAL-TIME INTERACTION PAYMENT METHOD CIVIL SOCIETY REGULATORS COMPLAINT ECONOMIC EMPOWERMENT EXPERTS CUSTOMER EXPERIENCE PRODUCT DESIGN FINANCIAL INSTITUTIONS MARKETS COMMUNICATION ORGANIZATIONS CUSTOMER SEGMENTS SOCIAL VALUE STRATEGY SERVICE PROVIDER LEARNING CONFIDENCE INTERFACE CUSTOMERS RESEARCH CUSTOMER SERVICES WEB SITE LIFETIME VALUE SERVICE HUMAN FACTOR CONSUMER PROTECTION ATTRIBUTES CAPABILITIES INNOVATIONS SERVICE PROVIDERS BANKS |
| spellingShingle |
SKILLS TRANSACTIONS USERS PHONE DIGITAL BUSINESS TECHNOLOGY EMERGING MARKETS TRANSACTION FINANCIAL SERVICES CUSTOMER TRANSPARENCY RESULTS INTEREST INCOME MOBILE PHONE BANK ALGORITHMS GOVERNMENT CAPABILITY DIGITIZATION SYSTEMS STRATEGIES NETWORKS RETAIL BANKS INFORMATION SERVICES BANK ACCOUNT FAX FINANCIAL INNOVATIONS FINANCIAL SERVICE PROVIDERS CUSTOMER TRUST NAVIGATION FINANCIAL SERVICE PAYMENTS POLICY CIVIL SOCIETY ORGANIZATIONS CUSTOMER CONFIDENCE DEVELOPING COUNTRY DISPUTE RESOLUTION COMPUTER RESULT MENUS MICROFINANCE LITERACY KNOWLEDGE INSTITUTIONS DELIVERY SYSTEMS SECURITY SAVINGS BLOG DIGITAL NETWORK BUSINESS BANDWIDTH BANKING REAL-TIME INTERACTION PAYMENT METHOD CIVIL SOCIETY REGULATORS COMPLAINT ECONOMIC EMPOWERMENT EXPERTS CUSTOMER EXPERIENCE PRODUCT DESIGN FINANCIAL INSTITUTIONS MARKETS COMMUNICATION ORGANIZATIONS CUSTOMER SEGMENTS SOCIAL VALUE STRATEGY SERVICE PROVIDER LEARNING CONFIDENCE INTERFACE CUSTOMERS RESEARCH CUSTOMER SERVICES WEB SITE LIFETIME VALUE SERVICE HUMAN FACTOR CONSUMER PROTECTION ATTRIBUTES CAPABILITIES INNOVATIONS SERVICE PROVIDERS BANKS Koning, Antonique Cohen, Monique Enabling Customer Empowerment : Choice, Use, and Voice |
| relation |
CGAP brief; |
| description |
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. |
| format |
Brief |
| author |
Koning, Antonique Cohen, Monique |
| author_facet |
Koning, Antonique Cohen, Monique |
| author_sort |
Koning, Antonique |
| title |
Enabling Customer Empowerment : Choice, Use, and Voice |
| title_short |
Enabling Customer Empowerment : Choice, Use, and Voice |
| title_full |
Enabling Customer Empowerment : Choice, Use, and Voice |
| title_fullStr |
Enabling Customer Empowerment : Choice, Use, and Voice |
| title_full_unstemmed |
Enabling Customer Empowerment : Choice, Use, and Voice |
| title_sort |
enabling customer empowerment : choice, use, and voice |
| publisher |
World Bank, Washington, DC |
| publishDate |
2015 |
| url |
http://documents.worldbank.org/curated/en/2015/05/24447350/enabling-customer-empowerment-choice-use-voice http://hdl.handle.net/10986/23496 |
| _version_ |
1764454006069919744 |