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.

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 […]

Are Gift Cards Really The Best Gift Of All?

December 20, 2019|

The holiday season is here, which means that gift shopping season is well underway. While some of us spend hours selecting the perfect gifts for our loved ones, many of us will give our family and friends gift cards — which they may actually want most of all. In fact, according to the National Retail Foundation, gift cards are the […]

Complaints about digital money transfers are on the rise

October 25, 2019|

It’s not surprising that digital money transfer services such as Venmo, PayPal, and Zelle are becoming so popular. The convenience and immediacy of paying for services, splitting a check after a dinner out with friends, or issuing a bill to a client feels satisfying and smart. But with ease of use also comes the ease of making an error — […]

Why Does How You End A Relationship Matter?

September 13, 2019|

What’s the best way to leave a job? What’s the optimal way to end a professional relationship? My mother always advised me to keep the door open — just in case I want to return one day. “Things change and you never know what the future might bring,” she told me.

The same maxim can be applied to account closures. In […]