We have French content available. View French site.

Étude de cas

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

Toute l’histoire

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.

Comment nous avons aidé nos clients

Technologies de l'information Aligning a new technology platform with shifting business priorities

Lire l’étude de cas

Technologies de l'information Salvaging a Technology Outsourcing Deal Gone Bad

Lire l’étude de cas

Stratégie Client et Marketing Building a more valuable salesforce

Lire l’étude de cas

Vous souhaitez continuer cette conversation ?

Nous aidons des dirigeants du monde entier à matérialiser des impacts et des résultats pérennes et créateurs de valeur dans leurs organisations.

Contacter Bain

Comment pouvons-nous vous aider ?

Voir tous les bureaux