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.
Uncovering Value in Customer Complaints About Overdraft Fees
A friend’s daughter was recently purchasing groceries when her debit card was declined. Embarrassed, she stepped out of the line to check her bank balance on her phone. As it turned out, she had an overdraft of $200 — and a $35 overdraft fee on top of that. In a linked savings account, she had more than enough […]
Behind the Scenes of the PositivityTech® Intelligent Platform with Marcia Tal
Throughout my career, I’ve felt privileged to help multiple lines of business profit from the hidden value in their data. While companies approach many types of data as strategic assets, they consistently overlook customer complaint data. Together with my team, I am leveraging my deep experience with customer listening and shedding light on the hidden value of customer complaints.
This week, […]
Announcing the PositivityTech® Intelligent Platform
I’m thrilled to announce the launch of the PositivityTech® intelligent platform, which combines human insights and advanced technology to uncover and enable strategic growth opportunities in financial institutions’ customer complaints.
The PositivityTech platform is the result of two years of prototyping and development, the analysis of approximately one million customer complaints, stakeholder research, a deep passion for customer listening, and a […]
It’s a mistake to dismiss CFPB’s complaint database
Financial institutions have often criticized the agency’s publication of consumer complaints. But the information provided can offer executives important insights into looming problems that might not yet have come to light.
How Complaints Can Drive Business
As I speak with financial services executives throughout the industry, I listen to their challenges and explore their hidden opportunities for growth. While most are committed to listening more closely to their customers, they continue to share a similar approach to how they manage their customer complaints. Financial institutions work hard to resolve their customers’ complaints within a prescribed amount […]