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.
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 […]