Converting complainers into more profitable customers
The most profitable customers were generating a disproportionate share of complaints for our financial services client. Bain recommended the company transform the overall customer experience for its multi-line customers.
Multi-line customers are the most profitable and the most loyal but generate disproportionate share of complaints.
Bain analyzed the typical multi-line customer's problems and resolution difficulties.
Bain recommended that FinCo transform the multi-line customer experience.
The upside: Existing customers will choose FinCo for more of their needs.
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