Why is customer experience (CX) so important in the credit services industry?
There is a growing body of evidence that indebted customers (typically a couple aged between 40 and 60, in multiple debt) will repay the company who treats them most fairly, with empathy, understanding and compassion. In this scenario, these customers also make less complaints, file fewer requests for payment holidays, and generally use up less administrative resource in dealing with them.
This naturally becomes a double-edged sword if your competitors are delivering this kind of service and you are not.
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