Category Archives: Social Media

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Beyond Big Data: Big Text Analytics

Big Data is valuable for businesses because it can identify trends, uncover emerging issues, and forecast business outcomes. Yet leading companies are thinking beyond Big Data, and using Big Text Analytics to create a more comprehensive, intelligent customer analysis. Businesses can enrich Big Data with Big Text to develop a better understanding of customers, and

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Powering customer experience in the utilities industry

You’re a big, bright utility company, and you’ve often been squeezed by rising costs, aging infrastructure, and regulatory concerns. But one thing you rarely worried about was customers. They were just there. However, now the landscape is changing and consumers have a choice. How will you meet evolving demands and differentiate your company to win

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Transforming your public relations with content marketing and social media

Traditional news media play an important role in enabling companies to tell their stories. Although broadcast viewing patterns have changed, according to consumer research from Gallup more than half of Americans still cite television as their main source of information about current events. Remarkably, this holds as true for an 18-year-old Millennial as it does

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5 Proven ways to optimize customer experience

In today’s highly competitive markets, consumers demand real value and exceptional experiences in return for brand loyalty. To optimize customer experience, businesses need to continuously raise the bar on how well they understand the customer and meet their needs. This becomes more challenging as technology and social business are evolving rapidly, which means organizations need

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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

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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

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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

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Use text analytics to improve customer experience

While organizations have historically used customer feedback to make business decisions, the location and depth of customer data has drastically shifted in recent years. As social media adoption continues to increase, consumers are turning to outlets, such as Facebook, Twitter, forums, and blogs, to share positive and negative experiences about brands. Given the high level

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Leveraging regulatory data to improve customer experience

We’re in the “Age of the Customer” –which means increasing challenges to meet evolving consumer demands, resolve problems rapidly, and comply with a changing regulatory environment. Customer experience is more important than ever to compete effectively and win business. In a recent article published by DataInformed, Beyond the Arc CEO Steven Ramirez highlighted how companies

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Beyond the Arc leading workshop at the 2014 Sentiment Analysis Symposium

Workshop: “Customer Insight Analytics” Where: Sentiment Analysis Symposium, New York, NY Date: March 5, 2014   Time: 1:30 – 5:00 p.m. Register Today: http://www.sentimentsymposium.com/registration.html   How can you leverage “human data” —sentiment, emotion, behavior and connection—to meet key business objectives and build stronger, more profitable customer relationships? Join us in March at the 2014 Sentiment Analysis

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