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
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 […]
How Global Crises Impact Your Customers
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 […]
A Trigger That Uncovers The Competition You Never Considered
Complaints about money transfers are on the rise. The PositivityTechⓇ platform’s proprietary trigger process alerts our clients of the growing industry triggers derived from customers’ “voices” and provides a market comparison of the issues triggered.
This month, the problem of adding money during a money transfer was one of the top issues triggered, and the […]
Answering The Need For Better Complaint Categorization
We’ve all experienced this: we call our bank with an issue that needs to be addressed, and we’re transferred from one department to the next. With each transfer, we become more frustrated. We may lose trust in our banks, complain to regulatory bodies, and close our accounts. With the PositivityTechⓇ proprietary Categorization solution, we […]
Three Months Later: The Growing Impact Of COVID-19 On Banks And Customers
The emergence of the coronavirus health crisis has negatively impacted financial institutions’ ability to help their customers. Consumers are beginning to complain loudly and are not afraid to publicly air their complaints.
Using the PositivityTechⓇ intelligent platform, we explored Consumer Financial Protection Bureau (CFPB) complaints submitted since March 10th and found […]