Converting complainers into more profitable customers - Bain & Company

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Case Study

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.

  • min read

The Full Story

The Situation

Multi-line customers are the most profitable and the most loyal, but they tend to generate a disproportionate share of complaints.

 

Our Approach

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

 

Our Recommendations

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

 

The Results

Existing customers will choose FinCo for more of their needs.

 

 

* We take our clients' confidentiality seriously. While we've changed their names, the results are real. 

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