Revamping complaints management has been saved
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Revamping complaints management
December 2023
‘Revamping complaints management’ thought paper highlights the increasing importance of customer experience and effective complaints management. There is broad consensus that complaints management plays a significant role in shaping customer perceptions and eventually nurturing brand loyalty. The paper is interspersed with our experience working with clients in the banking and financial services sector and illustrates how industry-leading companies are adopting strategic practices to build leading edge complaints management process.
