Complaint management comes down to a choice: actively listen to your customers and tend to their complaints, or risk having customers leave your business, taking your profits and reputation with them. Addressing consumer complaints systematically is one of the few chances in business where you can get two for one – satisfy your customers and regulators in the same action. Want to learn more? Here are some great articles on the topic.
“The single most important thing a finance company needs to be on top of is the complaint management system. That’s the pulse of what’s going on in your company.” according to Jack Tracey, Executive Director of NAF. Get an even broader pulse on the industry overall by checking out the results from The FTC’s annual consumer […]
On the latest episode of the Smart Compliance Podcast, National Auto Finance Association’s Jack Tracey chats with us about the single most important thing finance companies need to be on top of right now. Listen in… More of a reader than a listener? Here are some notable highlights: Timestamp:0:50 A caution though I think to […]
If you’re not harnessing the power of customer complaint tracking, you’re losing money. Learn why regulators and your capital partners care about complaints, and how to use them to gain a competitive advantage. Register for this webinar to hear from our panel of industry veterans who know a thing or two about both your regulatory […]
Complaints! (Huh! Yeah!) What are they good for? Absolutely… some things. At least we think so. In terms of both workforce compliance and good old business management, consumer complaints are powerful early indicators of organizational problems and opportunities. The Consumer Financial Protection Bureau, however, isn’t so sure. In the midst of its ongoing transformation under […]
Run a business long enough and eventually you’ll make a mistake. Make enough mistakes and—eventually—a consumer will complain. …Unless you’re really, really lucky, right? Not quite. Perhaps it’s time to shift the way we think about consumer complaints and start considering how an organization might actually be fortunate to receive one. While a complaint can […]
If you’re not harnessing the power of customer complaint tracking, you’re losing money. Learn why regulators and your capital partners care about complaints, and how to use them to gain a competitive advantage. Register for this webinar to hear from our panel of industry veterans who know a thing or two about both your regulatory […]
When was the last time you cleaned out your refrigerator? I mean, really cleaned out your fridge: cleared out the old salad dressing bottles, swabbed the shelves, braved the foil-covered who-knows-whats hidden behind the apple cider vinegar? If you can remember the last time, I applaud you: you’d probably be a fantastic auditor. Or perhaps […]
If you’re not harnessing the power of customer complaint tracking, you’re losing money. Learn why regulators and your capital partners care about complaints, and how to use them to gain a competitive advantage. Register for this webinar to hear from our panel of industry veterans who know a thing or two about both your regulatory […]
Remember when your grandma would tell you that if you didn’t like something, you should change it—or change your attitude about it—rather than complain? I’ll venture a guess that she wasn’t thinking about consumer complaints. When you don’t like something a financial services company is doing, and you don’t work for the company, the only […]
If you’re not harnessing the power of customer complaint tracking, you’re losing money. Learn why regulators and your capital partners care about complaints, and how to use them to gain a competitive advantage. Register for this webinar to hear from our panel of industry veterans who know a thing or two about both your regulatory […]
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