Kadince Blog

By Jaidyn Crookston | October 18, 2023 | 8 Minute Read

It happened again. A teller at one of your bank branches made a small mistake (they’re human, after all), and now a customer is angry.    The customer (let’s call him John) has banked at your institution for years and has never ma...

By Jaidyn Crookston | May 09, 2023 | 7 Minute Read

When you hear “customer complaints,” you probably don’t think, “Yay! Now I can learn more about my institution and potentially turn an angry customer into a happy one! This is exciting!”    No, you probably think something along t...

By Jaidyn Crookston | April 18, 2023 | 8 Minute Read

You’ve likely heard that your financial institution needs to respond to customer complaints. But to take that a step further, your goal should be to respond to every complaint, in every channel, every time. This can be a daunting ta...

By Jaidyn Crookston | March 07, 2023 | 12 Minute Read

If you’ve ever read “Hug your Haters” by Jay Baer, you’ll understand why businesses should respond to every complaint, in every channel, every time. This means that anytime a customer, potential customer, or community member complai...