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 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.

Bibliographic Details

Main Authors:	Koning, Antonique, Cohen, Monique
Format:	Brief biblioteca
Language:	English en_US
Published:	World Bank, Washington, DC 2015-03
Subjects:	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,
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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