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.

Announcing The Inside PositivityTech Benchmark Reports

November 23, 2020|

Which competitors do you track daily? Which companies in your space are gaining an unexpected edge? Today, we’re thrilled to announce the Inside PositivityTech Benchmark Report ©, a brand new category of competitive intelligence based on customer narratives, which measures your “complaint share” relative to a benchmark group and the industry. Unlike other reports, the Inside PositivityTech Benchmark Report features:

  • A new category of competitive benchmarking, based on your customers’ narratives
  • Customized logic for creating institutions’ benchmark groups
  • Market comparisons across companies and products over time
  • Industry and market trends based on customers’ voices

Uncovering new […]

How Global Crises Impact Your Customers

October 16, 2020|

With the news cycle especially intense this year, headline items are impacting many of us personally — and its effects are trickling into our institutions, too. Using the PositivityTech platform, institutions are finding that their customer complaints focus on the current economic, social, and health crises — and display interconnected impacts. This critical information can be used as business intelligence when making decisions.

A Web Of Interconnected Issues

An analysis of 17 large financial institutions, which we’ll call the targeted subset, revealed the following interconnected effects on customers complaining to the CFPB.

Economic Impact: Percentage of customer complaints related to […]

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