Category Archives: Communications


3 Pro Tips to Strengthen your Presence on Twitter

Twitter continues to grow in importance as a social media platform to drive customer engagement, increase sales opportunities, and expand brand presence. While only 4% of Fortune 500 have a presence on Facebook, 83% of these companies engage with their customers on Twitter. (Business2Community). Are you looking for ways to increase your audience engagement on

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Upset customer

5 signs you don’t have a customer-centric culture (and what to do about it)

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if your business has good intentions, some common themes may be rippling through your organization that are holding you back. Five signs you don’t have a customer-centric culture, and how to get

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100 days of IoT

How IoT is Shaping our Future: What We’ve Learned From 100 Days of IoT

Over the last 100 days, through blog posts and tweets, we shared a variety of rich examples of how companies are leveraging the Internet of Things (IoT) to transform their business, enrich customer experiences, improve operational efficiencies, and grow new revenue streams. We also spotlighted ways in which IoT is helping to better the world

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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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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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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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VW logo

How a Brand Can Withstand Crisis

It’s not uncommon for a company or organization to face bad news that temporarily hurts its reputation. But not all reputation-harming news is the same degree of bad. For Volkswagen, what about the revelation that a group of its employees manipulated on-board software to falsify emissions results for 11 million diesel cars? Yeah, that’s about

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Building customer-centric culture

How well does your company deliver customer experience excellence (and how can you get help)?

Your goal is clear. You want to build more profitable customer relationships to grow the business. That means creating compelling experiences that delight your customers and deliver what they want. And that starts with your employees. Every employee from the front-line to the back office needs to clearly understand what a great experience looks like

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Customer service airline

Building a customer-centric culture – Top tips for employee buy-in

To deliver the great customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across their enterprise. Research often shows that positive customer experiences trump price, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to family and friends. As a

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