Turning frowns upside down: How financial institutions can transform complaints into a competitive advantage

March 2014

Overview

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.

Contact us

Dean Nicolacakis
Principal, US FinTech Co-Leader
Tel: +1 (415) 498 7075
Email

Anthony Ricko
Principal
Tel: +1 (978) 985 1749
Email

Ketan Parekh
Tel: +1 (646) 471 8745
Email

Tim O’Donnell
Tel: +1 (646) 471 8501
Email

Roberto Hernandez
Principal, Consumer Finance Group
Tel: +1 (940) 367 2386
Email

Richard Altham
Principal
Tel: +1 (617) 530 7188
Email

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