Satsuma Goes Pear-Shaped (Slick Customer Experience Isn’t Enough)

doorstep loans customer experience

Ten years ago I ran a focus group of low income borrowers to understand the impact the Government’s Growth Fund initiative had on credit union members. What suprised me was how much borrowers were willing to pay for convenience of service. I’d assumed that lower interest rates and weekly payments were enough. Removing friction in…

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