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 [...]

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 [...]

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 [...]

Beyond the Arc hosting 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 [...]

Lenders, know thy customer

Consumer complaints about financial institutions are never all that surprising. When it comes to money—purchasing, saving and borrowing—many people are sensitive, protective, and cautious, especially in tough economic times. Consumer confidence has waned in the past decade, and the reputations of banks (mortgage lenders, in particular) has suffered. Yet with the right priorities and tools, [...]

Capturing social intelligence to increase marketing ROI

Co-author: Corrine Evanoff

Social media isn’t just a tool for engaging with customers and building your brand, it can be a powerful resource to generate actionable insights. Providing a wealth of uncensored feedback about your company and your competitors, social data can help you better understand how to deliver the customer experience, products, and [...]

Using advanced analytics to know your customer and drive business

As social media adoption among consumers continues to accelerate, 2013 saw many financial institutions expand their use of social platforms such as Facebook and Twitter. While social media provides institutions with a greater opportunity to connect with their customers, it can also provide extremely valuable insights into consumer behavior. Armed with this information, banks [...]

Leveraging social media to turn loyal customers into brand influencers

In terms of brand influence, some of the greatest value in social media may come from your satisfied customers.

Everyone’s talking about social media as an increasingly powerful business tool –not only for marketing promotions but for improving customer experience [...]

What you can learn from analyzing social media

In the last 10 years, social media has become a vast source of direct consumer comments where people can freely share their opinions on products, services, and brands. This freedom to talk about any aspect of the customer experience makes social media a considerably less biased data source than surveys or focus groups. The sheer [...]