When things go wrong, word travels fast. But, if financial institutions resolve the issue quickly, customers tend to stay. A strong complaint management program is key.
A bad experience with a financial institution can cause a customer to run—right to the competition. And yet a customer complaint can be a valuable opportunity to regain consumer trust and loyalty, but only if handled well. A strong complaint management program is key, as it can enhance the customer experience, build brand reputation, and improve the bottom line.