Comments for Blog @beyondthearc.com http://beyondthearc.com/blog Our Thinking Thu, 12 Jan 2012 19:39:24 +0000 hourly 1 http://wordpress.org/?v=3.1.3 Comment on 2012: Customer experience is the new brand by Dana Roytenberg http://beyondthearc.com/blog/2012/customer-experience/2012-customer-experience-is-the-new-brand/comment-page-1#comment-3517 Dana Roytenberg Thu, 12 Jan 2012 19:39:24 +0000 http://beyondthearc.com/blog/?p=796#comment-3517 Hi Joe, thanks for commenting and glad you agree. With the increasing influence of plugged-in consumers, it's more important than ever for companies to 'live their brand' in their interactions with customers. Getting employees on board is key to success here. Hi Joe, thanks for commenting and glad you agree. With the increasing influence of plugged-in consumers, it’s more important than ever for companies to ‘live their brand’ in their interactions with customers. Getting employees on board is key to success here.

]]> Comment on 2012: Customer experience is the new brand by Joe McFadden http://beyondthearc.com/blog/2012/customer-experience/2012-customer-experience-is-the-new-brand/comment-page-1#comment-3515 Joe McFadden Thu, 12 Jan 2012 18:23:50 +0000 http://beyondthearc.com/blog/?p=796#comment-3515 "While many consumers may not know a company’s official brand story, it’s a good bet they have impressions about the brand.' Exactly! And in the end it doesn't matter what your brand's story is, only how your customers view it. Companies no longer define their brands as a lot of power is being placed in the hands of the consumer, specifically because of social media. “While many consumers may not know a company’s official brand story, it’s a good bet they have impressions about the brand.’

Exactly! And in the end it doesn’t matter what your brand’s story is, only how your customers view it. Companies no longer define their brands as a lot of power is being placed in the hands of the consumer, specifically because of social media.

]]> Comment on How social media fueled Bank Transfer Day by Zeitgeist: What 2011 Was Like With Twitter | Ash Chetri http://beyondthearc.com/blog/2011/customer-experience/how-social-media-fueled-bank-transfer-day/comment-page-1#comment-3379 Zeitgeist: What 2011 Was Like With Twitter | Ash Chetri Thu, 29 Dec 2011 00:31:28 +0000 http://beyondthearc.com/blog/?p=713#comment-3379 [...] Twitter facilitates Bank transfer day. Thousands of bank accounts were closed in protest of a proposal by Bank of America to add a credit card surcharge. [...] [...] Twitter facilitates Bank transfer day. Thousands of bank accounts were closed in protest of a proposal by Bank of America to add a credit card surcharge. [...]

]]> Comment on How social media fueled Bank Transfer Day by Matt C http://beyondthearc.com/blog/2011/customer-experience/how-social-media-fueled-bank-transfer-day/comment-page-1#comment-2553 Matt C Thu, 17 Nov 2011 15:03:51 +0000 http://beyondthearc.com/blog/?p=713#comment-2553 Thanks for posting this - the question of the driving force behind BTD has been in my mind since the 5th, especially as its putative instigator (Kristen Christian) and others have tried to distance themselves from and minimize the importance of the role of the Occupy networks in spreading the event. As such, it's encouraging to see the hard data; something else I'm curious about is the difference in profile between those who moved because of fees and those who moved because of OWS. I have some speculative thoughts, but if you have any thoughts on how to use hard data to confirm or disconfirm, I'd be quite interested - my thoughts: http://cuhistory.blogspot.com/2011/11/bank-transfer-day-model-victory-for.html Thanks for posting this – the question of the driving force behind BTD has been in my mind since the 5th, especially as its putative instigator (Kristen Christian) and others have tried to distance themselves from and minimize the importance of the role of the Occupy networks in spreading the event. As such, it’s encouraging to see the hard data; something else I’m curious about is the difference in profile between those who moved because of fees and those who moved because of OWS. I have some speculative thoughts, but if you have any thoughts on how to use hard data to confirm or disconfirm, I’d be quite interested – my thoughts: http://cuhistory.blogspot.com/2011/11/bank-transfer-day-model-victory-for.html

]]> Comment on How to deliver great customer experience through a merger – 4 keys to effective communications by great site http://beyondthearc.com/blog/2011/customer-experience/how-to-deliver-great-customer-experience-through-a-merger-4-keys-to-effective-communications/comment-page-1#comment-2236 great site Wed, 09 Nov 2011 17:42:48 +0000 http://beyondthearc.com/blog/?p=518#comment-2236 This is very interesting! Great information and it is also very well written. I will bookmark and comeback soon. This is very interesting! Great information and it is also very well written. I will bookmark and comeback soon.

]]> Comment on How to deliver great customer experience through a merger – 4 keys to effective communications by Liam Cole http://beyondthearc.com/blog/2011/customer-experience/how-to-deliver-great-customer-experience-through-a-merger-4-keys-to-effective-communications/comment-page-1#comment-2170 Liam Cole Fri, 04 Nov 2011 17:33:22 +0000 http://beyondthearc.com/blog/?p=518#comment-2170 Incredibly illuminating cheers, I reckon your current subscribers would certainly want a lot more articles of this nature keep up the great effort. Incredibly illuminating cheers, I reckon your current subscribers would certainly want a lot more articles of this nature keep up the great effort.

]]> Comment on 5 practical steps for communicating corporate change by Liam Anderson http://beyondthearc.com/blog/2011/communications/5-practical-steps-for-communicating-corporate-change/comment-page-1#comment-2169 Liam Anderson Fri, 04 Nov 2011 17:28:48 +0000 http://beyondthearc.com/blog/?p=477#comment-2169 Outstandingly entertaining many thanks, I believe your visitors might possibly want significantly more posts along these lines keep up the great work. Outstandingly entertaining many thanks, I believe your visitors might possibly want significantly more posts along these lines keep up the great work.

]]> Comment on Using sentiment analysis to improve customer experience by Andrew Smith http://beyondthearc.com/blog/2011/customer-experience/using-sentiment-analysis-to-improve-customer-experience/comment-page-1#comment-1753 Andrew Smith Sat, 08 Oct 2011 11:47:13 +0000 http://beyondthearc.com/blog/?p=425#comment-1753 Exceedingly illuminating thanks, It is my opinion your current followers will probably want further articles such as this carry on the good hard work. Exceedingly illuminating thanks, It is my opinion your current followers will probably want further articles such as this carry on the good hard work.

]]> Comment on How to get the most out of customer relationships with customer segmentation and predictive analytics by John Cole http://beyondthearc.com/blog/2011/data-analytics/how-to-get-the-most-out-of-customer-relationships-with-customer-segmentation-and-predictive-analytics/comment-page-1#comment-1752 John Cole Sat, 08 Oct 2011 11:28:58 +0000 http://beyondthearc.com/blog/?p=578#comment-1752 Particularly insightful many thanks, I think your current visitors might want even more items of this nature continue the excellent work. Particularly insightful many thanks, I think your current visitors might want even more items of this nature continue the excellent work.

]]> Comment on Transforming negative sentiment into a winning customer experience by Kit Hamilton http://beyondthearc.com/blog/2011/customer-experience/transforming-negative-sentiment-into-a-winning-customer-experience/comment-page-1#comment-1692 Kit Hamilton Wed, 05 Oct 2011 20:09:01 +0000 http://beyondthearc.com/blog/?p=618#comment-1692 Good points, James. Just penned a piece how organizations often try to manage each new channel in its own silo without realizing that customers see the same company across all channels. In your examples, banks are ignoring customer concerns conveyed through social channels, but would probably never ignore the same complaints if conveyed via a letter or an email or face-to-face. Many of our clients are looking to create more consistency in their customer engagements regardless of channel, while being opportunistic to the unique opportunities available in each. Most are still learning how to achieve this in emerging channels such as social media, but having a common communications platform goes a long way. Good points, James. Just penned a piece how organizations often try to manage each new channel in its own silo without realizing that customers see the same company across all channels. In your examples, banks are ignoring customer concerns conveyed through social channels, but would probably never ignore the same complaints if conveyed via a letter or an email or face-to-face. Many of our clients are looking to create more consistency in their customer engagements regardless of channel, while being opportunistic to the unique opportunities available in each. Most are still learning how to achieve this in emerging channels such as social media, but having a common communications platform goes a long way.

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