Category Archives: Customer Experience

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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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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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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Siri on phone - natural language tech

3 tech trends to help you improve customer experience

Fintech Highlights from 2015 Fall Finovate Conference Whether your company is “customer-obsessed” or you’re earlier in that journey, improving your customer experience often starts with finding and fixing pain points. From the fix-it stage and beyond, it’s important to explore technology solutions that can help fuel innovation. In the financial services industry, the Finovate conference

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