Kadince Blog

By Jaidyn Crookston | October 08, 2024 | 9 Minute Read

Do you ever feel like your department is stuck on its own island, isolated from the rest of your financial institution? Does every team keep to itself and only collaborate when absolutely necessary?    The truth is, when departmen...

By Jaidyn Crookston | January 23, 2024 | 15 Minute Read

Here’s an exciting fact: Many customer complaints are avoidable.    Ideally, complaints are few and far between. But if your financial institution is a repeat offender, it’s time to change. Instead of waiting for complaints to rol...

By Jaidyn Crookston | December 12, 2023 | 6 Minute Read

Picture this: a compliance specialist buried under a mountain of emails and complaint forms, desperately trying to track and resolve customer issues. See it in the mirror every day?   If so, you know how difficult it is to track a...

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...