Blog @beyondthearc.com

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

Brandon Purcell — Wed, 25 Apr 2012 18:37:17 +0000

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 [...]

How Classifying Data Drives Value in Your Voice of the Customer Program

Bruce Johnson — Thu, 19 Apr 2012 01:56:25 +0000

Co-author: Gavin James

In simplest terms, a Voice of the Customer (VOC) program captures your customers’ experiences and feeds them back into the organization to drive improvements that help grow your business. Whether customers feel good or bad about their experience with your products and services, your VOC effort enables you to hear [...]

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

Gavin James — Thu, 05 Apr 2012 00:08:14 +0000

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” [...]

Using the customer lifecycle to improve your Voice of the Customer program

Shaw Taylor — Tue, 03 Apr 2012 00:09:09 +0000

Millions of consumers interact with banks each day to manage their finances. As technology evolves, customers have the flexibility to interact with their bank through a wide range of channels, moving beyond the branch and snail mail, to an increasing reliance on social media and mobile banking. With the rapid growth of online communication, retail [...]

Are banks and credit unions ready for Pinterest?

Steve Ramirez — Tue, 27 Mar 2012 19:06:01 +0000

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 [...]

Taking card rewards programs to the next level

Shaw Taylor — Fri, 27 Jan 2012 23:24:47 +0000

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 [...]

2012: Customer experience is the new brand

Gavin James — Tue, 10 Jan 2012 23:03:16 +0000

Co-author: Dana Roytenberg

Lessons for financial institutions to increase brand impact

Most companies spend a lot of time defining their brand – the values they want people to associate with their business – and market to promote that perception. But these days, companies face challenges in controlling how their brand is perceived, because customers have [...]

Emerging Issues – Stay ahead of the curve with your Voice of the Customer program

Brandon Purcell — Wed, 04 Jan 2012 20:36:55 +0000

2011 was an important year for Voice of the Customer (VoC) programs in the financial services industry. Many banks and credit unions adopted new Voice of the Customer initiatives, and companies with existing VoC programs began to harness their full potential with new types of analyses. Some companies monitor customer feedback to determine the top [...]

Social media – reflecting and planning for 2012

Shaw Taylor — Thu, 22 Dec 2011 01:17:43 +0000

Where we are in 2011

Social media is providing retail banking with a highly valuable opportunity as millions of consumers are engaging on numerous public forums. Ponder these stats for a moment:

1,000,000+ RSVPs in 2011 for events promoted through LinkedIn, a professional social network. (Source: LinkedIn) 81% of small businesses now use social media, [...]

How can you maximize engagement on your Facebook fan page?

Nina Katz — Fri, 18 Nov 2011 17:36:52 +0000

Insights from analyzing posts on American Express’ Facebook Wall

Build it and they will come. But is this true for fan pages? To find out about strategies to maximize engagement, we analyzed posts on the American Express Facebook Wall.

Fan pages are all about engagement and the way you use your page is critical to [...]