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How Big Data can help CMOs gain competitive edge

Chief Marketing Officers (CMOs) face the challenge of adapting to a multitude of new marketing channels. Traditional venues like TV, radio, and print media are no longer capturing audiences the way they once did. Consumers increasingly rely on social media networks for advice and referrals about products and services, and handle much of their commerce

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Text analytics

Hey FinTech, What’s Your Strategy for Leveraging Unstructured Data?

Financial technology has sparked a global wave of startups who are rethinking how people make and receive payments. These fintech providers have a unique challenge when it comes to satisfying their target audiences. Not only do these companies have to satisfy the consumers who send and receive money through their application, but they are at

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Connected Car

Five things you need to know about the Internet of Things (IoT)

As literally billions of devices are connecting with cellular networks, the Internet of Things (IoT) is fast becoming a focus of many industries. To take advantage of the opportunity, CIOs are prioritizing IoT and investing heavily in connected devices and related services. This quick overview provides a glimpse of IoT and what you can expect

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Speaker

Four Components to Proper Media Training

Media training may conjure images of well-healed consultants prepping executives for 60 Minutes interviews, but preparing spokespeople for interviews with news outlets is a necessary business norm… even for the non-profit that grants the occasional interview to their hyper-local news blog. Large companies are attuned to training leaders for time spent with the media. But

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Upset customer contact

Resolve customer issues the first time around with a Voice of the Customer program

How many times should a customer have to call or email to address a concern? Leaders in customer experience have increased their focus on first contact resolution (FCR). This means addressing customer concerns in the initial interaction—including any “warm handoffs” (a transfer to another department with the agent still on the phone). Beyond the Arc

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Snowball effect

Crisis communications from a customer-centric perspective

An essential part of protecting your company’s reputation is being prepared with crisis management communications that effectively support your customers. Too often, this mission-critical messaging focuses inward, asking, “What do we want people to know?” But when your customers are negatively impacted, you need to view the crisis from their perspective. Reframe the conversation to

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Cn we make saving fun with gamification?

Whatever happened to gamification in banking?

In 2013, Forbes published the article, Are Millennials The Lost Retirement Generation? which painted a chilling picture of the millennial’s “doomed” financial future. It discussed growing concerns about retirement and savings accounts for this generation who “came of age during huge market downturns, who are burdened (if not crippled) by student loan debt, and who

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Brand architecture design for growth

Brand Architecture for Business Growth

An often overlooked, or underestimated, component of a brand strategy is brand architecture. Many companies manage their brand portfolio flawlessly, while plenty of leading corporations mismanage their brand architecture to the detriment of the bottom line. No need to be dramatic, though. Brand architecture does not make or break a company. BUT… brand architecture, designed

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Customer predictions

The New Black: Top Customer Experience Predictions for 2016

As you look ahead to 2016, it’s a good time to ponder: what’s the “new black” for improving customer experience? The Beyond the Arc team decided to play the role of #stylespotter and share some of our predictions. Leaders will retool their culture to become more customer-focused There’s an old saying that culture eats strategy

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