Customer experience as a competitive advantage in home lending

By Gavin James on March 14th, 2013
No comments yet

Co-author: Steven J. Ramirez

In the age of Dodd-Frank, mortgage lenders are waking up to a new reality:  customer experience isn’t just about practical service and compliance issues. An exceptional customer experience can mean the difference between winning and losing business altogether. Referrals are no longer driven by the real estate or financial world [...]

March 14th, 2013 | Tags: , , , , | Category: Customer Experience, Social Media | Leave a comment |Beyond the Arc Website

Guest post: Social sentiment really doesn’t matter if you can’t connect it to the “Why”

By Michelle de Haaff on November 13th, 2012
2 comments

Social media has been embraced by more than just avid web users – it has become the place for the general public to share their sentiments and find out how others feel about brands, service, and experiences. However, despite a plethora of popular and emerging social tools, from Twitter, Facebook, and LinkedIn, to Pinterest and [...]

November 13th, 2012 | Category: Best Practices, Customer Experience, Data Analytics, Social Media | 2 comments |Beyond the Arc Website

Guest post: Demystifying social media: It’s all about business strategy

By JP Nicols on September 25th, 2012
2 comments

I am sometimes asked to give social media advice to others in financial services.

“I wouldn’t necessarily consider myself a social media expert,” I once told a counsel-seeker.

“You’re a banker with a blog”, he shrugged, “the bar’s pretty low.” 

Well, ex-banker now. I now run my own consulting business for financial advisors and firms, [...]

September 25th, 2012 | Tags: , | Category: Best Practices, Customer Experience, Social Media | 2 comments |Beyond the Arc Website

The many roles social media plays in loyalty

By Gavin James on August 31st, 2012
No comments yet

If your business is measuring social media success simply by counting likes and tweets, it’s time to dig deeper. The real value comes when you align your efforts with key business objectives such as increasing customer acquisition, converting online engagement into commerce, and improving customer retention rates. Text analytics can help you make sense of [...]

August 31st, 2012 | Tags: , | Category: Other thoughts, Social Media | Leave a comment |Beyond the Arc Website

9 key strategies for a successful Voice of the Customer program

By Gavin James on July 19th, 2012
No comments yet
2

With stiff competition to retain customers, build brand loyalty, and attract new business, financial institutions are sharpening their focus on the customer experience. How do you set the stage for success, optimize along the way, and build sustainable business value? The following strategies can help you run a successful Voice of the Customer (VOC) program [...]

July 19th, 2012 | Tags: , , , , | Category: Best Practices, Customer Experience, Data Analytics, Social Media | Leave a comment |Beyond the Arc Website

A taste of spam in your VOC program? Tips for filtering social media data

By Brandon Purcell on July 10th, 2012
No comments yet

For many financial services companies, social media is the next frontier in their Voice of the Customer (VOC) program. Capturing insights from social media has many clear benefits. First, it is rich with comments from both customers and potential customers, enabling you to monitor customer experience issues and also focus on acquisition. Second, people talk [...]

July 10th, 2012 | Tags: , , | Category: Data Analytics, Social Media | Leave a comment |Beyond the Arc Website

What Social Media Tells Us About U.S. Bank – 3 Key Insights

By Brandon Purcell on April 25th, 2012
3 comments

Social media is full of valuable insights about consumers, but sorting through the noise is no easy task. The key is to collect the right data, filter it intelligently, and use the appropriate text analytics tools to let the data speak. Beyond the Arc performed an analysis on social media data about U.S. Bank to [...]

April 25th, 2012 | Tags: , , , | Category: Customer Experience, Data Analytics, Social Media | 3 comments |Beyond the Arc Website

The new Facebook: 3 tips to help financial services maximize the value of Timeline

By Gavin James on April 4th, 2012
No comments yet

Just when you were getting used to Facebook, it’s changing…  Yet with the new Timeline interface, financial institutions can leverage a number of new features to increase engagement with customers. Here are a few practical tips you can easily put into action.

1.  Increase engagement for hot topics.

With the new “Pin to Top” [...]

April 4th, 2012 | Tags: , , | Category: Best Practices, Customer Experience, Social Media | Leave a comment |Beyond the Arc Website

Are banks and credit unions ready for Pinterest?

By Steve Ramirez on March 27th, 2012
4 comments

There’s no doubt that Pinterest is an exciting new social media platform. With over 11 million unique visitors a month (and growing fast!), banks and credit unions are wondering if they should start to “pin”. Ron Shevlin, Senior Analyst with the Aite Group, sparked a great conversation on The Financial Brand blog. His article prompts [...]

March 27th, 2012 | Tags: , | Category: Social Media | 4 comments |Beyond the Arc Website

Taking card rewards programs to the next level

By Shaw Taylor on January 27th, 2012
No comments yet

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 [...]

January 27th, 2012 | Tags: , | Category: Customer Experience, Data Analytics, Social Media | Leave a comment |Beyond the Arc Website
 
  Older Entries »