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.
A Look At Our Impact in 2021 And Beyond
As a corporate intrapreneur turned entrepreneur, I have been fortunate to experience the benefits of deep domain knowledge and an expansive and supportive network. These two advantages have helped my team recognize the value of customer narrative data and demonstrate its impact to our community. This year, PositivityTech®’s capabilities have shown organizations how to […]
How Banks and Credit Bureaus Can Resolve Customer Issues Together
Customers complain to credit bureaus about a variety of issues – often not understanding how their issues will be resolved between their banks and the credit bureaus. While some of these complaints can be resolved by credit bureaus, many cannot. And many frustrated customers duplicate their complaints to all three of the credit bureaus, choosing one of the […]
How To Prevent Involuntary Account Closures
“I know we have issues. I just don’t know where to find them.” This is what an executive at a large bank recently told me. Bank executives know they have opportunities to improve the customer experience, better manage their risk, and create new revenue streams. Yet, they don’t always know where to begin.
Artists call […]
Inside 6 Billion High-Risk Customer Conversations
When we consider large-scale data sources in financial institutions, we may think about credit reports, transaction data, and customer behavior data. Similarly, what value do we apply to customer conversation data? Is your institution approaching your customer conversation data as a large-scale data source with golden nuggets of valuable insights waiting to be uncovered? With the
Does Income Level Impact Customer Experience?
Does a customer’s income influence their level of frustration when they complain to the CFPB? Does a customer’s income influence their perceived discrimination when they complain to the CFPB?
To begin evaluating the role that social economics play in customer complaints to the CFPB, PositivityTechⓇ ingested Census Bureau income data and integrated it with […]