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.

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Dean Nicolacakis
Partner, Digital Banking and FinTech
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Anthony Ricko
Principal
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Ketan Parekh
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Tim O’Donnell
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Roberto Hernandez
Principal, Consumer Finance Group
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Richard Altham
Principal
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