In our work helping companies with customer experience strategy, data science, and communications, we at Beyond the Arc are really more behind-the-scenes types. Yet sometimes our work comes front and center in recognition and accolades. We’re always flattered when our name appears on “best of” lists, and we wanted to share some recent highlights.
||A panel of CEOs, CIOs, VCs, and industry analysts named Beyond the Arc to CIO Review’s list of 20 Most Promising Data Analytics Consulting Companies, which identified consultants that take on “real analytics challenges.”
||Beyond the Arc included as a member of the “Big Data 100″ by SourcingLine, and recognized as market leaders on their “best of” lists:
Companies were chosen based on “company experience, breadth of knowledge, client references, certifications, industry recognition, and marketing presence.”
||In June 2014, Fortune Magazine mentioned Beyond the Arc in an article about “big data companies to watch” for our experience in predictive analytics.
||Forrester® Research, Inc. included us as an example of a VoC specialist in its February, 2014 report, “Voice of the Customer Vendor Landscape, 2014.” Beyond the Arc was the only consulting-focused vendor included in the report, which also said we are known for helping companies “set up or improve VoC programs through consulting services.”
Check out the Beyond the Arc newsroom for our latest featured articles and contributions to industry analyst reports.
Measuring customer satisfaction is a great first step toward understanding your customers. But it’s rarely enough to drive real business growth or learn how to differentiate your brand. Many businesses rely on the Net Promoter Score (NPS), a simple metric to gauge customer satisfaction based on whether people would recommend the company. NPS may be fine on a high level, as an easy-to-explain, sweeping generalization about your progress (or lack of it), but the score tells only a small part of the story. An effective customer experience campaign needs rich insights.
Why “good” isn’t good enough
A high Net Promoter Score can make your company look great, but it doesn’t provide insight into what is popular and why, which are keys to understanding how to leverage that popularity to build business and capitalize on opportunities. Perhaps more importantly, while a low score is cause for concern, it’s not enough to simply identify that customers are unlikely to recommend your brand. What you need is real insight into what and why customer pain points exist, so you can take targeted action for improvements.
And what about the future? NPS is a good tool for taking the temperature of current customer satisfaction, but it’s no help in predicting how well your customer experience efforts will do in the future. Similarly, the NPS metric doesn’t identify emerging issues that indicate where dissatisfaction is brewing.
How Net Promoter Score works
Using a simple survey, your company can tap into customer sentiment by asking them to rate from 0-10 how likely they are to recommend your company to others.
NPS ranking is based on the premise that your customers fall into three camps: Promoters (loyal brand advocates), Passives (indifferent, could easily go to competitors), and Detractors (dissatisfied, no repeat business).
The percentage of Detractors is subtracted from the percentage of Promoters, and the result equals the Net Promoter Score.
Let’s look at an example: Suppose you survey 30 customers, and 15 of them rank their likelihood to recommend between 9 and 10. That means 50% are Promoters. If 6 people gave a ranking of 0 to 6 on thescale, they are Detractors. 6/30 = 20% Detractors. To determine your score, you subtract the Detractors (20%) from the Promoters (50%), which equals 30%. In Net Promoter Score terms, your score is 30. Typically, a score of 50 and higher is considered excellent.
In a 2014 report, SynGro, a Voice of the Customer software company stated that, “Net Promoter Score is the most widely used Customer Experience metric. 54% of companies surveyed in a recent international CX research study use NPS as a primary measure.” (“Net Promoter Score: Driving Profit with NPS”, SynGro 2014). Yet relying on NPS may mean companies are missing important context to really understand their customer experience.
Whether your NPS score is high, low, or in-between, you get very limited information. That can be especially problematic if your Detractor rating is high. Negative sentiment may be overflowing into social media, influencing other consumers to avoid your brand —and you need to find out why and how to correct that.
Deeper insights give you the power to act quickly
For small companies with simple products and limited customer touch points, surveys and Net Promoter Score metrics may provide enough data to gauge customer satisfaction with the brand. But for companies with numerous products and services, and multiple points of customer interaction, a single number score simply does not provide enough information to take meaningful action. Customer satisfaction programs that treat people as static data points are bound to miss important insights, as Bank of America found out a few years ago.
By tracking Twitter and Facebook comments about Bank of America, Beyond the Arc discovered over 20 service breaks that were only identified through social media text analytics. In our Bank of America case study, we noted that a wave of customer dissatisfaction erupted based on misinformation, which the bank could have avoided if they had identified the issues sooner. A low Net Promoter Score would signal a problem, but social media analysis and Voice of the Customer analytics help target specific issues and provide insight on what customers expect and need to not only resolve the problems but improve their perception of the brand.
An effective Voice of the Customer (VOC) program helps you gain a comprehensive picture of satisfaction levels across the entire customer journey. Far beyond simple surveys, VOC analytics enable you to leverage a broad range of structured and unstructured data sources, such as transactional data and survey ranking, combined with commentary from call centers, email, in-store feedback, and social media.
As Forrester noted in their report on Net Promoter Scores, “NPS is not a fast-moving metric,” and doesn’t answer the question of what’s currently trending. Customer satisfaction may be high today, but tomorrow’s losses could be right under your nose, right now. VOC analytics and predictive analytics give you the power to see what’s coming –and react early and even prevent problems that could impact customer satisfaction.
Net Promoter Score is a good beginning metric that is easy to understand and adapt. However, companies should not rely on it as their only tool for evaluating customer experience. NPS tells only part of the story, and should be factored in along with a Voice of the Customer program that focuses on understanding why customers are happy or not. For best practices on how to get started or make your VOC program more robust, see our blog article, “Building a successful Voice of the Customer program”.
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Event: Predictive Analytics World, Chicago 2014
Presentation: “Leveraging Predictive Analytics and Alternative Data Sources to Improve the Customer Experience”
Case Studies: CFPB, Capital One, Citibank, Bank of America
Speaker: Steven Ramirez, CEO, Beyond the Arc
Date: Tuesday, June 17, 2014, 3:05 – 3:25 p.m. Eastern Time
Register online >
Using customer feedback to drive decisions is nothing new for businesses, but the locations and forms of conversations have shifted drastically in recent years. Companies now have greater transparency into customer relationships at the same time that individual consumers have a more visible platform to share their positive and negative experiences with individuals worldwide.
In this session at Predictive Analytics World, Steven Ramirez shares how new capabilities, such as using predictive analytics to gain insights from social media and the Consumer Financial Protection Bureau (CFPB) complaint database, can empower banks to identify emerging issues and necessary service changes to prevent loss of business.
Join us on June 17 in Chicago — Register online today >
The Finovate show is a showcase for some of the most innovative companies exploring the intersection of financial services and technology. In just 7 minutes, each company must do a hands-on demonstration (no PowerPoint or pre-recorded video) and show how their innovation will revolutionize financial services.
Nearly 70 companies present over two days to an audience of over 1,300 that includes bankers, industry analysts, and the press. Given the show’s venue this year in San Jose, quite a few VCs and investment bankers were also on hand–leading emcee Greg Palmer to quip that Finovate is “where Silicon Valley meets Wall Street.”
The Finovate audience selects the Best of Show awards, with each attendee voting for their Top 3 picks at the end of each day. Based on the balloting, here are the Spring 2014 winners, along with brief descriptions from the Finovate website:
- EyeVerify, for its Eyeprint Verification technology that enables mobile biometric authentication
- Loop, for its smart mobile wallet system accepted at virtually every retail POS terminal without making changes to the existing POS system
- Motif Investing, for its Advisor Platform that streamlines the way advisors build, monitor, and rebalance investment portfolios
- Ondot Systems, for its CardControl technology that allows users to remotely control their credit and debit cards via their smartphone
- PrivatBank, for topless, contactless smartphone-enabled Android ATM technology
- SaveUp, for its Gen Y/Millennial-oriented solution that combines gamification with personal finance
- Stockpile, for their “give the gift of stock” solution that helps people invest in the brands they love
You can read our full Finovate coverage here:
Day 1 Finovate coverage
Day 2 Finovate coverage
Beyond the Arc is back for Day 2 of the Finovate Spring conference, featuring the latest innovations in financial services and technology. If you missed our commentary on approximately 30 of the most interesting companies in fintech, you can catch up on Day 1 of Finovate. Today I’m joined by William Mills of the William Mills Agency as my co-blogger. Huge kudo’s to Corrie Evanoff who did a wonderful job yesterday at her first Finovate. She kept up with all of the action and shared some excellent insights on Day 1. Look for her commentary marked with her initials, ^CE.
There were several themes in the presentations yesterday. One of the most interesting is that fintech entrepreneurs are rolling out new products, and partnering strategies, for financial institutions. This is in line with what we’ve seen in the industry with the recent acquisition of Simple by BBVA and Banno by Jack Henry.
Also noticeable, in its absence, was the lack of any Personal Financial Management (PFM) product announcements. Back in September, and last year’s Finovate Spring, it seemed like every third company had a PFM product. Perhaps new entrants have been scared off by Money Desktop? They have such a strong product, great user interface, and a growing list of bank clients. MD is not at Finovate this time around, but that just means the next time out will probably hold some great new developments.
As usual, Yodlee has had a strong presence at Finovate. While they are not presenting, they have hosted several events to promote their Yodlee Interactive developer initiatives. You can follow them on Twitter. Yodlee is partnering actively with their network of established FIs, as well as a fast growing cadre of fintech innovators.
Today’s sessions will begin shortly, and we’ll have periodic updates to the blog throughout the day.
Market Prophit is up first. Igor Gonta (CEO)
They are not listed first in schedule so I’m trying to get the information on today’s speaker. The speaker is showing the page for @jimcramer and how their system integrates with Jim’s Twitter feed. What I believe they do is integrate Twitter feeds into their platform to help consumers/traders find/follow and act upon information, the BEST information. Social media sentiment as related to stock performance.
This is the first Finovate Spring that has been held in San Jose vs. San Francisco and I believe we are going to be seeing a lot of newer, even cooler stuff like this during the day.
From their web site “Extracting the market signal from social media noise” http://www.marketprophit.com/about/#sthash.1LRYCb9s.dpuf ^WM
I think it is interesting to see how social media can be leveraged as a source of intelligence for investors. Clearly, crowdsourcing can have benefits and provide the wisdom of the crowd. I do have some concerns about manipulating social media, and hence the value of publicly traded stocks. ^SR
Jumio – Michael Orlando (CSO) and Anthony (SVP)
I’ve seen these this company present before. From their web site: Jumio – Scan and Validate Credit Cards and IDs Jumio is a next-generation payments and ID software-as-a-service company that utilizes proprietary computer vision technology to reduce mobile payment friction and ID fraud.
See your way to more revenue and less fraud with real-time credit card & ID scanning and validation. Integrate Jumio into your mobile app or site. www.jumio.com/
Showing IOS APP. I’m having a problem understanding what this new app does DIFFERENT from what they are currently doing. “If you have forms for a loan we can make it seamless and easier in a mobile environment”. Well, this could be big; we need a lot of new mobile-based approaches to lending/credit. ^WM
Gilad Golan and Emmanuel Marot are showing their web-based LENDING platform as opposed to a TRADING platform. It looks slick; I’m try to understand what makes Lending Robot different than other alternatives. Interesting FAQ on their web site: “Is LendingRobot affiliated with Lending?Club or Prosper?” NO. I guess they get asked this a lot. Is this platform a way for consumers to participate in peer lending? The system is open today. I needs to take more time to study. ^WM
A new platform for replacing the banker’s pitchbook. They claim that a deal pitchbook costs $40,000 to produce, for each book. This is an ipad and browser-based application. The application allows you to drag and drop charts and other elements, to create compelling banking presentations. While this can certainly simplify the process, I’m not sure they have supported the use case persuasively. This is apparently targeted to the investment bankers and commercial bankers in the audience. This product would resonate much more strongly with the New York audience of Finovate Fall. ^SR
Adrian Crockett and Jamie are presenting. They have technology which helps people put together “deal books”. Now, this is something new; I’ve never seen anything quite like this. They are based in NYC. From their web site: Pellucid Analytics is a finance-oriented technology company focused on improving how investment bankers work. ^WM
A marketing solution for attracting small business and merchants. This is based on a database of 42 million businesses, with their technology that enables you to sync with your CRM. Wait! What if bank doesn’t yet have CRM? I know, shocking. The app allows you to create on-the-fly segments of merchants to target. ^SR
Darian Shirazi (CEO) From their web site: The Modern Way to Market to Small Businesses. Unlock your best SMB customer segments. Deploy targeted marketing campaigns and measure your success. http://www.radius.com
Folks, keep on eye on this company. They have raised from Fromation8 (among others). They are a great B2B play to help find and buy small businesses. ^WM
OnBudget - Jim Collas (CEO) and Mike Corrales) VP Marketing
They want you to be able to setup and manage your personal budget. OK, so the first PFM offering of this Finovate show. They believe existing tools are too cumbersome, and not optimized for everyday spend. They offer something “delightfully simple”, with clients in 16 out of top 50 banks. They emphasize the ease of setting up your budget. Mobile app shows you easy to understand overview of how you’re doing. You can setup multiple budgets. ^SR
“Only 1 of 5 adults use PFM”. This LOOKS like a pre-paid card approach to PFM that’s easy for consumers to use. We have an effortless budgeting process.
Showing IOS app. It looks clean and nice. I think Mike is a little nervous (don’t worry Mike, your demo looks very good). You get a notification and the consumer gets to the alert in an overview page that shows consumers that they might be over budget. ^WM
Coinbase - Roger Gu and Nahid Samsam
A bitcoin wallet provider, the first one of the show. No charge-backs, that is an attractive benefit. One of their major partners is Overstock.com, as well as the Sacramento Kings basketball team. Bitcoin transactions are helping to attract new customers to merchants. Coinbase has a merchant dashboard to track their bitcoins. You can set the option of what to do with your bitcoin, including near-immediate conversion into U.S.. dollars. They charge 1% fee for transactions, no monthly or setup fees. They waive first $1 million in bitcoin transactions. They are obviously investing in growing this market. They are reaching out to payment gateway providers. ^SR
I need to study this a bit more; some folks are REALLY big fans of Bitcoin. So far, I see it as an international solution but am not sure of it’s long-term success in the U.S. “Easy way for merchants to use BitCoin. We charge a 1% exchange rate fee BUT free for the first $1,000,000 in BitCoin transactions.” Interesting. “We have 1.2 million consumer wallets” ^WM
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Continue reading Innovations in banking and tech: Finovate Spring 2014, Day 2
Beyond the Arc will be blogging live from Finovate Spring. We’ll be reporting on the latest breaking developments, as they happen. We’re looking forward to two days of announcements and product innovation in the field of financial technology.
Our writing team for the event includes:
Steven J. Ramirez is CEO of Beyond the Arc, Inc., The company helps clients to strengthen customer experience, and to deploy data science and Big Data analytics to make marketing and operations more effective. Their social media data mining helps clients improve customer experience across products, channels and touchpoints. For more information about Beyond the Arc visit beyondthearc.com, call 1-877-676-3743, or email email@example.com. Insights on social media, financial services and more are shared on their blog, or follow them on Twitter at @beyondthearc or on Google+ ^SR
Corrine Evanoff is a writer/editor at Beyond the Arc. Corrie knows how much presentation of the written word matters when it comes to positive customer experience and company credibility, and she enjoys enriching any piece of writing. ^CE
William Mills III, Chief Executive Officer of William Mills Agency is live blogging today at Finovate Spring 2014 in New York City. William has more than 30 years of experience in financial technology and is a recognized leader in financial and technology marketing. William has personally advised more than 300 chief executives on marketing strategy, business development, mergers and acquisitions, company branding and public relations. You can contact him via email at firstname.lastname@example.org or by twitter @williamemills. ^WM
Check for frequent updates throughout the day at http://beyondthearc.com/blog.
Finovate is in a new venue in downtown San Jose this year. I’d say the accommodations are excellent. Plenty of space, electricity at every seat, and the stage looks great. It makes a difference when you have a comfortable, well-equipped venue.
With just a few minutes to show time, the presenters are probably battling those last minute butterflies. Crowd today is projected to be over 1,000. Wondering if anyone is going to have that “Bill Gates Moment” when the technology totally crashes? Who am I kidding, that’s why I’m sitting in the front row. Who could miss that?
First up is one of several next generation biometric security companies. Making customer accounts more secure, without cumbersome authentication procedures, will no doubt be a theme of several of the presentations.
EyeVerify – Toby Rush (CEO/Founder), Chris Barnett (EVP Global Sales & Marketing) EyeVerify brings secure biometrics to your mobile device, with “secure authentication at a glance.” From a customer experience perspective, I like the idea of the convenience. I do have flashbacks to a Total Recall/Blade Runner-inspired scene. Or, is that just my days from Berkeley catching up with me? iPrintID is EyeVerify’s product, rolling out to 20 banks in Australia. You only need a 1 megapixel camera. Image matching algorithms power the application. BTA knows from a data science perspective how complex this is to achieve.^SR
Everyone hates passwords. They’re costing us a lot of money. This past year, an estimated $240m was lost because of data breaches, identify theft. Eyeprint coming to more than 20 banks in Australia–quick, easy. Picture of eye is a digital key to log in to bank account. Fundamental: Existing 1 megapixel camera, using blood vessels to map eye picture. This is the lock on the container of all personal, sensitive information. Secure, convenient, private. Imposters? 99.99% accuracy, but can a picture of the person’s eyes be used? Apparently not–seems to be a secure process, scanning completed 4 times at setup, no image stored, rather info is broken down and sent to a template of sorts. Still, what if it is a really great, high-res shot?
Effectively it’s50-character password, encrypted to a template, all local. Both-factor solution. SDK, can integrate easily and simply into internal applications. Can download already from iTunes to try it for yourself, if interested. ^CE
Continue reading Innovations in banking and tech: Finovate Spring 2014, Day 1
Join us for the Bank Innovators Council’s Lab Day in San Jose, CA on Monday, April 28 — the day before Finovate Spring.
Beyond the Arc is happy to co-sponsor this hands-on workshop designed for bankers looking to develop new strategies and leverage technology to increase marketing effectiveness and improve customer experience.
Register for Bank Innovators Lab Day and get 20% off – Discount code: ARC20
Innovators Lab Day will provide bank innovators with the insight, resources, and partners they need to innovate and implement new ideas. For more information, please visit the BIC website.
What will Innovators Lab Day be like?
Collaborate with bankers, technology experts, and entrepreneurs to engage in group strategy sessions to:
- Scope key problems in today’s competitive banking environment. What strategies and tactics are in use today? What’s not working these days and why? What differs across customer segments? What should you pay special attention to at Finovate Spring?
- Explore new ways of solving these problems using research findings and some of the most innovative technology ideas presented at FinovateSpring.
- Better understand how new technology solutions can address these problems for bankers, and inform entrepreneurs on ideas to make their solutions more relevant to banks.