Converting complainers into more profitable customers

Multi-line customers are the most profitable and the most loyal but generate disproportionate share of complaints.

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View Approach

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

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View Recommendations

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


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View Results

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

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