A multi-million dollar growth spurt as the CFPB turns 3

Last week, the Consumer Financial Protection Bureau (CFPB) turned 3 years old. When the CFPB launched in July 2011, it wasn’t clear what power this regulatory progeny of the Dodd Frank Act would wield. Today, there is no doubt about the agency’s authority. With 9 products in its ever-increasing purview, the CFPB now hosts [...]

Use social data to identify and resolve customer complaints – CRM Evolution, New York

Event: CRM Evolution Conference 2014

Presentation: “How Social Data Analytics Can Identify and Resolve Customer Complaints”

Case Studies: Capital One, SallieMae, Ocwen, Experian

Speaker: Steven Ramirez, CEO, Beyond the Arc, Inc.

Date: Tuesday, August 19, 2014, 1:45-2:30 p.m. Eastern Time

Register online

Today’s consumers often take to social media to share their experiences with your [...]

Beyond the Arc making a name for itself

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 [...]

Measuring customer experience: Why Net Promoter Score is not enough

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 [...]

Content Marketing = Content plus Strategy

Educating your customers about your industry, and then positioning yourself as a thought leader within it, is the goal of a good content marketing program. It’s an effective tactic, especially as traditional advertising is losing ground in the battle for consumer attention. To help ensure you connect with your target audience, you’ll need to offer [...]

Leveraging Predictive Analytics to improve customer experience - PAW Chicago

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 [...]

Innovations in banking and tech: Finovate Spring 2014, Day 2

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 [...]

Bank Innovators Council - Innovators Lab Day - April 28 in San Jose, CA

Join us for the Bank Innovators Council’s Lab Day in San Jose, CA on Monday, April 28 — the day before Finovate Spring.

Leveraging social media complaints to improve customer experience

Today’s strategic business agenda needs to center on customer experience. A core part of that is paying close attention to customer needs and resolving problems quickly – and social media can play a key role. By leveraging vast amounts of customer feedback on social networks such as Twitter and Facebook, companies can gain insight on [...]

3 key strategies for transforming negative sentiment into positive customer experience

To compete effectively in the Age of the Customer —a 20-year business cycle in which consumers have unprecedented real-time access to information and social sharing— it’s time for a new playbook. By using effective strategies to identify sources of dissatisfaction early on, and communicating how and when it matters most, your company can turn disgruntled [...]