Managing Customer Complaints and Creating Positive Customer Experiences
BAI Retail Delivery 2013 – Denver, CO
Workshop co-presented by Beyond the Arc, Inc.
Date: November 4, 2013
Time: 8:30 a.m. – 11:30 a.m.
To identify emerging issues before they spell disaster, banks need to closely monitor consumer complaint data. Leveraging data such as complaints from the Consumer Financial Protection Bureau (CFPB) database can help financial institutions take action early on to avoid regulatory risk, attrition, and steep fines.
Teaming up with senior compliance and Voice of the Customer executives from Wells Fargo, US Bank, and Umpqua Bank, at a BAI workshop in November, Steven Ramirez, CEO of Beyond the Arc, Inc. will spotlight key challenges and opportunities for financial institutions.
This workshop will highlight the more significant questions that have come up as a result of the CFPB’s evolving oversight on financial institutions, such as:
- How can your company effectively track and manage consumer complaints for your institution?
- How vital are analytics in managing customer complaints? (The answer: Very!)
- What are some active, real-world examples of complaint management?
- What are the most fruitful practices for sorting through social media and customer feedback channels to identify and respond to customer issues?
One key takeaway: the session will provide insight into how financial institutions can better manage their relationships with regulators.
– See more at: http://beyondthearc.com/blog/2013/customer-experience/managing-customer-complaints-and-creating-positive-customer-experiences#sthash.BMphrgiM.dpuf
