FrameWork is a monthly newsletter that presents you with content and media focused on big ideas about customer complaints—all with Marcia Tal’s insightful point-of-view and commentary.

How Global Crises Impact Your Customers

October 16, 2020|

With the news cycle especially intense this year, headline items are impacting many of us personally — and its effects are trickling into our institutions, too. Using the PositivityTech platform, institutions are finding that their customer complaints focus on the current economic, social, and health crises — and display interconnected impacts. This critical information can be used as business intelligence when making decisions.

A Web Of Interconnected Issues

An analysis of 17 large financial institutions, which we’ll call the targeted subset, revealed the following interconnected effects on customers complaining to the CFPB.

Economic Impact: Percentage of customer complaints related to […]

A Trigger That Uncovers The Competition You Never Considered

September 17, 2020|

Complaints about money transfers are on the rise. The PositivityTechⓇ platform’s proprietary trigger process alerts our clients of the growing industry triggers derived from customers’ “voices” and provides a market comparison of the issues triggered.

This month, the problem of adding money during a money transfer was one of the top issues triggered, and the market comparison of this issue identified that only one traditional bank, “Bank A,” is facing this challenge. Other complaints about this issue came from customers of recently launched fintech companies, which we’ll call “Digital Payment Companies.”

Identify your growing problem and […]

Load More Posts