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.
Act Upon Early Indicators Before It’s Too Late
Why don’t we act upon early indicators of change? Why do we discount “small volume as noise” when the rate of growth is undeniably significant? And why are we surprised when this rate of growth turns into a scalable problem a year or two later?
Early warning signals extracted from what our customers tell us […]
Using Data To Push Back
“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, […]
Breaking Up with Customers is Hard to Do
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 […]
The Future of Digital Currency
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 […]
Rising Problems With Digital Money Transfers
With the adoption and scale of digital money transfers and virtual currencies, customer complaints are on the rise. Thanks to the PositivityTech® intelligent platform, financial institutions access early indicators of the frictions that customers face — while their volume is still small — and can make improvements.
Consumers are complaining to the Consumer Financial Protection […]