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Embedding Social Performance Management in Financial Service Delivery

Antonique KoningLeah Wardle

出版	World Bank, Washington, DC, 2014
URL	http://books.google.com.hk/books?id=-7bMwQEACAAJ&hl=&source=gbs_api

註釋

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.