|
|
||
|
By Shaw Taylor on January 27th, 2012
Today, card issuers are focused on how they can innovate in their rewards programs to attract and retain customers. Many are looking to the successful Groupon Deals model of online discounts for inspiration (see Bank of America’s recent announcement about a BankAmeriDeals merchant discount program they’re testing). Social media is emerging as a key vehicle to [...] January 27th, 2012 | Tags: Loyalty, Social commerce | Category: Customer Experience, Data Analytics, Social Media | Leave a comment
By Gavin James on January 10th, 2012
Co-author: Dana Roytenberg Lessons for financial institutions to increase brand impact Most companies spend a lot of time defining their brand – the values they want people to associate with their business – and market to promote that perception. But these days, companies face challenges in controlling how their brand is perceived, because customers have the tools [...] January 10th, 2012 | Tags: Brand, Customer Experience, Data Analytics, Social Media | Category: Customer Experience, Data Analytics, Social Media | 2 comments
By Brandon Purcell on January 4th, 2012
2011 was an important year for Voice of the Customer (VoC) programs in the financial services industry. Many banks and credit unions adopted new Voice of the Customer initiatives, and companies with existing VoC programs began to harness their full potential with new types of analyses. Some companies monitor customer feedback to determine the top [...] January 4th, 2012 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics, Social Media | Leave a comment
By Nina Katz on November 18th, 2011
Insights from analyzing posts on American Express’ Facebook Wall Build it and they will come. But is this true for fan pages? To find out about strategies to maximize engagement, we analyzed posts on the American Express Facebook Wall. Fan pages are all about engagement and the way you use your page is critical to its success. [...] November 18th, 2011 | Category: Customer Experience | Leave a comment
By Gavin James on November 9th, 2011
Co-author: Brandon Purcell Social media analytics of Twitter comments provide answers By now, you’ve probably heard of Bank Transfer Day, a grassroots movement launched on Facebook® by a disgruntled Bank of America customer. The event, which prompted people to move their accounts from “big banks” to community banks and credit unions, generated a groundswell of social media [...] November 9th, 2011 | Tags: Brand, Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments
By Gavin James on October 17th, 2011
As YouTube™ has gained overwhelming popularity as a video sharing platform for consumers, businesses have been quick to recognize the marketing potential. Reaching nearly 500 million users worldwide each month in 2011, YouTube now sees over 3 billion page views per day on their site alone; with hundreds of millions more videos watched on mobile [...] October 17th, 2011 | Tags: Brand, Social Media | Category: Best Practices, Customer Experience, Social Media | Leave a comment
By Shaw Taylor on October 17th, 2011
With over 800 million users as of October 2011, Facebook® has become one of the most powerful business tools for reaching new customers and building relationships. More than two billion posts are “liked” and commented on each day, and the average user –strongest in the 18-44 age group– connects to up to 80 community pages, [...] October 17th, 2011 | Tags: Brand, Social Media | Category: Best Practices, Customer Experience, Social Media | Leave a comment
By Shaw Taylor on October 14th, 2011
Retail banking is now witnessing a change similar to when banks began embracing the Internet in the 1990s. Back then, banks actively pursued the opportunity but their efforts lagged that of other industries and consumer demand. Fast-forward to 2011, where social media is providing retail banking with a similar opportunity; some 750 million consumers spend nearly [...] October 14th, 2011 | Tags: Brand, Customer Communications, Social Media | Category: Best Practices, Communications, Customer Experience, Social Media | Leave a comment
By Gavin James on October 5th, 2011
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty. If customers voice disgruntled opinions in [...] October 5th, 2011 | Tags: Brand, Customer Communications, Customer Listening, Problem Resolution, Social Media, Voice of the Customer | Category: Best Practices, Communications, Customer Experience | One comment
By Shaw Taylor on August 19th, 2011
As Twitter has taken the social media sphere by storm –over 300 million users and 1 billion pieces of content per day, as of May 2011— it’s no wonder that businesses around the globe are relying on this venue to communicate with customers. Despite strict regulations, even financial services organizations are jumping into the game, [...] August 19th, 2011 | Tags: Brand, Customer Communications, Customer Listening, Social Media | Category: Customer Experience, Social Media | 3 comments
|
About the BlogInsights on Customer Experience, Communications, Data Analytics, and more For more info: Recent PostsCategoriesBeyond the Arc on Twitter
Tag Cloud |
|
Powered by WordPress & the Atahualpa WP Theme by BytesForAll. Now with Tutorials & Support |
||