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By Shaw Taylor on October 17th, 2011
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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 |Beyond the Arc Website By Shaw Taylor on October 14th, 2011
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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 [...] October 14th, 2011 | Tags: Brand, Customer Communications, Social Media | Category: Best Practices, Communications, Customer Experience, Social Media | Leave a comment |Beyond the Arc Website By Gavin James on October 5th, 2011
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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 [...] 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 |Beyond the Arc Website By Shaw Taylor on August 19th, 2011
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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 |Beyond the Arc Website By Gavin James on July 13th, 2011
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When your company takes on a merger or acquisition, you may see great opportunities, but you should also keep a sharp eye on how the transition affects your customer experience. With all the challenges of change–how do you retain customers and strengthen brand loyalty so you can capture the full value of the deal? In [...] July 13th, 2011 | Tags: Change Management, Customer Communications, Internal communications, M&A | Category: Best Practices, Customer Experience, Merger Integration | 2 comments |Beyond the Arc Website By Bruce Johnson on June 6th, 2011
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To capture more value from social media, companies are moving from listening to engaging. Predictive analytics can help businesses plan strategic responses across a wide spectrum of customers to maximize the value of their social media interactions. Using techniques from data mining and text mining, predictive analytics lets you look at historical patterns and make [...] June 6th, 2011 | Tags: Customer Listening, Data Analytics, Predictive Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments |Beyond the Arc Website By Tony Pines on May 19th, 2011
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Capturing data from unstructured sources such as open-ended surveys, phone and email support, and social media networks like Twitter and Facebook provides valuable opportunities for financial services organizations. This “voice” data offers direct, candid feedback from customers and prospects. But how can you combine this unstructured data with traditional structured data to gain a more [...] May 19th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website By Shaw Taylor on May 17th, 2011
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Although “sentiment” has been tracked since the 1960’s to measure consumer confidence, automated sentiment analysis is only recently emerging as a compelling business tool for managing customer experience efforts. Sentiment analysis allows you to track both facts and opinions –such as customer transaction history as well as their comments on Twitter and Facebook– to more [...] May 17th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | One comment |Beyond the Arc Website By Gavin James on May 13th, 2011
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In today’s business world, real ROI and long-term profitability come from optimizing the customer experience –and a key part of this is effective communications. From marketing to servicing, through interactions across all touch points, you need to communicate in ways that resonate with your customers. So how do you figure out what to say and [...] May 13th, 2011 | Tags: Customer Communications, Data Analytics, Social Media, Voice of the Customer | Category: Communications, Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website By Brandon Purcell on May 11th, 2011
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To demonstrate the power of text analysis for gaining customer experience insights, Beyond the Arc analyzed publicly available data on social media websites Facebook and Twitter to identify key trends in what people were saying about Bank of America. As the largest bank in America by assets (over 12% of US deposits), industry analysts note [...] May 11th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | One comment |Beyond the Arc Website |
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