Customers have always complained. And always will.
Their voices have never been louder. Complaints about products and services are more public, with far-reaching consequences. And the cost of ignoring them in the financial services industry continues to increase.
How much do you really know—through facts, data and analysis—about your customers’ complaints?
In the video below, I share actual customer complaints (raised to the CFPB) within an analytic framework for complaint detection and prediction.
Apply this robust and multi-dimensional framework to analyze what your customers are telling you. You’ll uncover new opportunities from using science, listening to consumers’ voices and always being human!