Since the Consumer Financial Protection Bureau (CFPB) first released its credit card complaint database earlier this year, the database has grown to include over 14,000 complaints from December 2011 through mid-November 2012. Given the size of the database, it’s now possible to analyze customer experience issues over time. Credit card companies can see how they [...]
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On the same day I published a post on the Clientific blog about the sometimes disappointing allure of technology (Technology is Not a Silver Bullet), the always insightful Discerning Technologist Brad Leimer shared a post from The Financial Brand on LinkedIn (Big Study Examines Retail Channel Preferences). The study, sponsored by Cisco, showed strong consumer [...]
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Companies across the world are beginning to establish Voice of the Customer (VOC) programs – using text analysis and other tools to listen to their customers on a large scale. They are monitoring feedback in a way that was previously impossible, and are changing their businesses based on what they hear. Meanwhile, Corporate Social Responsibility [...]
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As we look forward to the year ahead, my team and I paused to reflect on the accomplishments we reached for our clients and for our company. We’re excited about the successes we helped our clients obtain in 2010: Developed a business process to review and improve over 3,000 merger communications, easing the transition for [...]
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Recently I had the pleasure of joining employee communications colleagues in an interview conducted by Elizabeth Castro of O’Malley Hansen Communications. Nate Riggs of Social Business Strategies, Kevin Johnson of BT (formerly British Telephone), Rachel Allen of London Overground Rail Operations, and I took part in a far-ranging conversation that touched on myriad topics. Among [...]
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The clock is ticking on our 15 minutes of fame. Beyond the Arc is recognized by Forrester Research in its October 2010 report, Market Overview: Enterprise Customer Experience Transformation Consultants. The report profiles the usual suspects, large national consulting firms, along with a handful of boutiques specializing in customer experience. Forrester evaluated consulting firms because, [...] |
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