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 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 […]
Taking a Stand Against Bias
Systemic discrimination is part of U.S. history, and we continue to be plagued by it. These biases drive income disparities and limit wealth creation. Today, individuals are speaking out about their experiences with racism and discrimination, and they are asking organizations to make systemic changes that combat bias. The call to act is loud and clear. Now is […]
Announcing The Bias Index™: Identifying Discrimination In Your Institution
In banking, bias reveals itself in subtle ways. Customers may experience an obstacle and find that discrimination is at the root of their challenge. They may face discrimination due to their race, age, religion, gender, sexual orientation, military service, or citizenship.
I am proud to present the PositivityTechⓇ intelligent platform’s proprietary […]