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.

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 […]

The Future of Digital Currency

March 31, 2022|

Cryptocurrency has become mainstream, and yet, we haven’t even begun to see its far-reaching potential in the U.S. In countries like Sweden and China, cash is fast becoming obsolete, and countries that include Ecuador, Uruguay, and the Bahamas have rolled out central bank digital currencies, according to Eswar Prasad’s excellent book, The Future of Money: How the Digital Revolution Is Transforming Currencies. Now, the U.S. is exploring a similar path with President Biden recently signing an executive order for the government to respond to cryptocurrency’s growth and discuss the creation of a digital dollar.