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.

Using Data To Push Back

June 10, 2022|

“Your most unhappy customers are your greatest source of learning.” —Bill Gates

Financial institutions are pushing back against the Consumer Financial Protection Bureau’s recent enforcement actions. With data based on their customers’ own narratives, financial institutions can use the PositivityTech® Intelligent Platform to learn where they have room to improve, push back on claims they don’t agree with, and demonstrate their proactive leadership and successes. Read on to see how institutions can do just that with hot issues currently under scrutiny: fraud and money transfers, expanded regulation of nonbanks, and […]

Breaking Up with Customers is Hard to Do

May 4, 2022|

Under what circumstances would you “break up” with a customer — and what would that cost you? According to a recent Gartner report, “By 2025, 75% of companies will ‘break up’ with poor-fit customers as the cost of retaining them eclipses good-fit customer acquisition costs.”

These future break ups are problematic for both customers and companies. Customers are not static and their situations may change. As Forbes contributor Steve Andriole writes,  “A poor customer could become a great one tomorrow.” Similarly, companies evolve and their strategies change. Executing upon […]