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.

How To Maintain Your Relationship With A Customer After A Scam

February 28, 2020|

Fake check scams impact financial institutions – and institutions’ relationships with their customers. It’s a perfect storm. Banks have complicated and inconsistent policies. Scammers know this. When fake checks are deposited, the bank may not realize that they’re fake and the money may become available before the bank and the customer realize what has happened.

Using the PositivityTech intelligent platform, we explored customer complaints about fake checks and discovered the impact this issue has on both banks and their customers.

Why fake checks destroy customers’ relationships with banks

Executives Share Their Top 5 “Complaint Priorities” For 2020

January 24, 2020|

Since launching the PositivityTech intelligent platform, we’ve met with dozens of financial institution executives. They have shared their need to listen more closely to their customers and to take action on the systemic patterns that manifest in their customers’ complaints. Here is what we’ve heard from them:

“We have so much innovative technology, and yet, we still don’t really know our customers.”

1. Financial institutions want to proactively protect and strengthen their businesses by turning complaints into strategic assets.

Today, the rise in customer complaints attracts media attention, amplifying consumer voices and driving regulatory scrutiny. To ensure our financial institutions are ahead […]

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