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.

Inside the “S” in ESG

November 29, 2022|

Earlier this month, I had the honor of accepting the Citi Distinguished Alumni Award for Sustainability, Environmental, Social and Governance. The award, which is now proudly displayed in my office, says, “For her invaluable work enabling businesses to prioritize the ‘S’ in ESG — further strengthening the relationships financial companies have with their customers and using their voices to provide better services.”

I am grateful to Citi for modeling the importance of “doing good,” executing with an ethical and moral compass, and listening to customers’ voices as input for strategy and delivery.

The scary, spooky truth about fraud and scams

October 31, 2022|

Who is liable when a consumer authorizes a payment and then realizes they were scammed? 

This continues to be a major industry-wide question. While interested parties seek data to support their position, that data is not easily accessible — and so, the answer remains unclear. 

One fact is clear: Fraud and scams are scary and harmful to consumers.

In her recent articles in American Banker, journalist Kate Berry sheds light on the lack of clarity that financial institutions face regarding these questions. For example, according to