Resource information
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.
