Making communications more effective by leveraging customer insights

In today’s business world, real ROI and long-term profitability come from optimizing the customer experience –and a key part of this is effective communications. From marketing to servicing, through interactions across all touch points, you need to communicate in ways that resonate with your customers. So how do you figure out what to say and

Read More

Bank of America insights make a case for social media data analytics

To demonstrate the power of text analysis for gaining customer experience insights, Beyond the Arc analyzed publicly available data on social media websites Facebook and Twitter to identify key trends in what people were saying about Bank of America.  As the largest bank in America by assets (over 12% of US deposits), industry analysts note

Read More

How predictive analytics is improving Voice of the Customer programs

Voice of the Customer programs are evolving as predictive analytics and text mining expand a company’s ability to understand, and react to, customer complaints, suggestions, and feedback. We recently asked our colleague Bruce Johnson, a data mining expert with over 20 years of experience in the field, to share a few musings. Here’s Bruce’s take:

Read More

How cutting edge information and text mining creates hidden value

As technology continues to touch more areas of our lives, data is everywhere and everything is fair game for data and text mining. Interested in how you can step up your game and use text mining to uncover valuable information and improve business performance and customer satisfaction? Then join us for a presentation at the

Read More

Boosting the power of your brand by supporting your internal team

Would you like to boost the power of your brand – every time you communicate with customers? You can help your internal team write messaging that reinforces your brand by providing one-page reference tools, brand-related FAQs, training, and more. One-page reference tools. With the workload of today’s staff, it’s easier for employees to use a

Read More

Using all your data to maximize customer satisfaction

Wondering how to put data analytics into action and achieve impressive results? Please join us for a live lab session at the Predictive Analytics World Conference in San Francisco on March 15, 2011. Beyond the Arc CEO, Steve Ramirez, will show you how our management consulting team has helped one of the world’s largest banks

Read More

Five ways Financial Advisors can add value to their communications

What information do clients want from their financial advisors? Recent publications and common sense say that it’s more than reports, charts, and graphs. 1. Clients want to know how the reporting they receive relates to their personal situation and goals. That’s why Rockland Bank “provides ‘road map’ reports that track the client’s portfolio from the

Read More

Get fast results with our Voice of the Customer QuickStart program

Are your senior executives looking for a quick return on your Customer Experience efforts? Beyond the Arc can help. Our Voice of the Customer QuickStart program helps financial services clients focus on key customer touch points, understand the data requirements, and build models to uncover insights in a short, clearly defined timeframe. Financial services organizations

Read More

Voice of the Customer programs and the customer experience

Recently, I read Right Now’s Customer Experience Impact Report 2010, and it brought home many of the observations Beyond the Arc has made during Voice of the Customer (VoC) engagements. The report reinforces our belief that capturing and analyzing feedback from customer touchpoints is an effective and relatively inexpensive way to understand how your customers

Read More