Converting complainers into more profitable customers

Client Results Story

What company is this? We take our client's confidentiality seriously and don't disclose their names. While the name is changed, the results are real.
Multi-line customers are the most profitable and the most loyal but generate disproportionate share of complaints.


View Approach

Bain analyzed the typical multi-line customer's problems and resolution difficulties.


View Recommendations

Bain recommended that FinCo transform the multi-line customer experience.


View Results

The upside: Existing customers will choose FinCo for more of their needs.

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