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.

6 Highlights from 2023

December 19, 2023|

Wishing you a year that’s full of light and listening. 
Happy holidays to you and your family!

Do you know about your customers’ fast-growing issues? Are you aware of their rapidly increasing challenges — and the risks your organization needs to get ahead of?

We are.

As one […]

Did You Know That The CFPB Changed Its Complaint Categories?

December 5, 2023|

When consumers submit complaints to the Consumer Financial Protection Bureau (CFPB), they have the option of choosing the categories most relevant to their problem.

Recently, the CFPB changed hundreds of combinations of Product / Sub Product / Issue / Sub Issue mapping in its form. These changes did not garner media attention. Yet, they are significant and […]

These issues should not be on your customers’ to-do lists

June 28, 2023|

Fraudulent bank accounts. The inability to connect with an agent to solve your problem. Credit card rewards that you can’t access. We’ve all been there. We’ve all found financial issues crowding our already busy to-do lists.

And as a leader in the financial industry, you can make the difference you want to make. 

When You Can’t Access Your Money

March 31, 2023|

Have you ever had the experience of not being able to access your funds? Perhaps your account was put on hold due to fraud concerns or you were unclear as to funds availability policies or you faced actual bank errors.

The widespread fear and panic of not being able to access funds — or not knowing […]