WHAT DO FINANCIAL SERVICES CUSTOMERS WANT FROM A BRAND AFTER A NEGATIVE EXPERIENCE?
In our recent poll, sixty-four percent indicated that they would not stay with an offending brand without being compensated for a negative experience. However, if the brand extends an appropriate gesture of goodwill, 91 percent responded that they would continue doing business with the company.
Yes, apologizing matters. And how you say "I'm sorry" is equally important. Read the full story in our white paper to learn how compensation impacts loyalty, the kinds of compensation FI customers prefer and their expectations surrounding the recovery process.