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.

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 […]

Answering The Need For Better Complaint Categorization

August 6, 2020|

We’ve all experienced this: we call our bank with an issue that needs to be addressed, and we’re transferred from one department to the next. With each transfer, we become more frustrated. We may lose trust in our banks, complain to regulatory bodies, and close our accounts. With the PositivityTech proprietary Categorization solution, we make it possible for banks to recognize and solve customers’ issues.

The issue is never the issue

In our conversations with financial institution executives, they, too, share their frustration about categorizing customer complaints […]

Load More Posts