Struggling to make payments, dissatisfaction with fees, frustration with interest rates — when customers complain, they share more than just an issue they want the company to fix. Each complaint carries nuanced details of their overall situation, their sentiment, and even macroeconomic trends. The health of our economy is measured by unemployment trends, the untenable cost… Read Now →
A recent American Banker Report, “Embedding fraud prevention in the customer experience,” takes a close look at how banks view fraud prevention in the context of the customer experience: The Consumer Financial Protection Bureau (CFPB) has amassed over a decade of customer complaint data — a source of untapped intelligence that goes far beyond grievances.… Read Now →
What if you started each morning with coffee and a review of customer complaints? How might it shift the questions you ask — and the information you require? How might it change your perspective and approach to your priorities? There is power in customer complaints — and if you’re not listening to them, you’re missing… Read Now →
Today, there’s a lot of talk about debanking. As journalist Kate Berry outlined in her recent article for American Banker, “How big of a problem is debanking? No one knows for sure,” the practice of banks unilaterally closing a consumer or business account has come under fire from lawmakers and regulators — and is a… Read Now →
With the ongoing uncertainty surrounding the future of the Consumer Financial Protection Bureau (CFPB), one thing remains true: customer complaint data continues to be a critical asset ripe with valuable and timely information. Customer complaint data is not just a record of grievances — it is actionable intelligence, which the customer inputs, providing granular insights into consumer… Read Now →
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