Dear Global Risk Community member,
When it comes to managing the customer relationship, a powerful strategy is needed to effectively deal many different situations in order to retain business and improve customer loyalty.
One such situation is handling an over-limit transaction case. When this happens, many bank’s strategy is to blanket decline any over-limit transaction at the point of sale, even if their customer has a history of good payment behavior. This blanket treatment is often a poor choice for low-risk customers, as it leaves them feeling embarrassed and upset, reducing their loyalty to the bank.
For customers with low risk levels, a data-driven strategy suggests a different approach: approving the transaction and offering a higher credit limit. This helps avoid the embarrassment at the cash register and increases the customer’s loyalty to the bank.
This blog post by Bruno Courbage, product management VP at FICO, evaluates two strategies for handling over-limit transactions, and goes into detail about how a data-driven strategy based on risk level will provide benefit to both the customer and the bank by strengthening their relationship.
Click here to read the blog post on the FICO Community to learn how you can earn loyalty with data-driven strategies. Also, be sure to visit the Customer Management Group and follow the Customer Credit Lifecycle blog for more resources on effective customer management.
FICO’s data-driven intelligence transforms how organizations make complex decisions and engage with their customers at every touchpoint—helping people make better decisions every day. For more information about FICO’s customer lifecycle solutions, please contact us at email@example.com or 888.342.6336
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