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.

“Please listen to me”: 5 steps to get ahead of growing risks

May 28, 2024|

Anyone who has ever experienced conflict knows it’s never about just one thing. It’s often the result of months of feeling unheard. And then when we finally unload all of our grievances at once, we hope the other side is listening.

Customers submitting a complaint to the CFPB experience something similar. So, while they have […]

5 Steps To Reduce False Positive Account Closures

March 14, 2024|

Customer complaints to the CFPB about their companies closing their accounts have risen by approximately 50% in the last two years. This issue is getting more and more coverage — and journalists are turning to us for insights into what is happening, why it’s happening, and how to prevent it:

6 Highlights from 2023

December 19, 2023|

Wishing you a year that’s full of light and listening. 
Happy holidays to you and your family!

Do you know about your customers’ fast-growing issues? Are you aware of their rapidly increasing challenges — and the risks your organization needs to get ahead of?

We are.

As one […]

Did You Know That The CFPB Changed Its Complaint Categories?

December 5, 2023|

When consumers submit complaints to the Consumer Financial Protection Bureau (CFPB), they have the option of choosing the categories most relevant to their problem.

Recently, the CFPB changed hundreds of combinations of Product / Sub Product / Issue / Sub Issue mapping in its form. These changes did not garner media attention. Yet, they are significant and […]