Tag Archives: Customer Experience

Improving Customer Relationship Management Through Customer Communities

Customer relationship management (CRM) is vital in running a successful business. A proper CRM system starts by helping you to assemble a full view of your interactions with each individual customer. But CRM has evolved and is now so much more. It helps organizations gain insight into the behavior of their customers, and modify policies

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Breaking Up Silos With Customer Communities

In every organization, aligning the priorities of sales, marketing and customer service can be a challenge.  They’re each focused on different parts of the customer journey and can have a hard time viewing customer relationships holistically. That’s where social and customer community strategies come in, breaking up the traditional way of doing business and shattering

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100 days of IoT

How IoT is Shaping our Future: What We’ve Learned From 100 Days of IoT

Over the last 100 days, through blog posts and tweets, we shared a variety of rich examples of how companies are leveraging the Internet of Things (IoT) to transform their business, enrich customer experiences, improve operational efficiencies, and grow new revenue streams. We also spotlighted ways in which IoT is helping to better the world

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Woman on mobile phone

4 Ways the Internet of Things is Transforming Customer Experience

Companies worldwide are narrowing their focus on the Internet of Things (IoT) – not because of the hype, but because it’s driving phenomenal growth opportunities. The world of products is becoming a whole new universe of services thanks to wireless sensors and connectivity. IoT is reframing the way we do business, and is increasingly changing

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Connected Car

Five things you need to know about the Internet of Things (IoT)

As literally billions of devices are connecting with cellular networks, the Internet of Things (IoT) is fast becoming a focus of many industries. To take advantage of the opportunity, CIOs are prioritizing IoT and investing heavily in connected devices and related services. This quick overview provides a glimpse of IoT and what you can expect

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Upset customer contact

Resolve customer issues the first time around with a Voice of the Customer program

How many times should a customer have to call or email to address a concern? Leaders in customer experience have increased their focus on first contact resolution (FCR). This means addressing customer concerns in the initial interaction—including any “warm handoffs” (a transfer to another department with the agent still on the phone). Beyond the Arc

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Cn we make saving fun with gamification?

Whatever happened to gamification in banking?

In 2013, Forbes published the article, Are Millennials The Lost Retirement Generation? which painted a chilling picture of the millennial’s “doomed” financial future. It discussed growing concerns about retirement and savings accounts for this generation who “came of age during huge market downturns, who are burdened (if not crippled) by student loan debt, and who

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Customer predictions

The New Black: Top Customer Experience Predictions for 2016

As you look ahead to 2016, it’s a good time to ponder: what’s the “new black” for improving customer experience? The Beyond the Arc team decided to play the role of #stylespotter and share some of our predictions. Leaders will retool their culture to become more customer-focused There’s an old saying that culture eats strategy

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VW logo

How a Brand Can Withstand Crisis

It’s not uncommon for a company or organization to face bad news that temporarily hurts its reputation. But not all reputation-harming news is the same degree of bad. For Volkswagen, what about the revelation that a group of its employees manipulated on-board software to falsify emissions results for 11 million diesel cars? Yeah, that’s about

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Building customer-centric culture

How well does your company deliver customer experience excellence (and how can you get help)?

Your goal is clear. You want to build more profitable customer relationships to grow the business. That means creating compelling experiences that delight your customers and deliver what they want. And that starts with your employees. Every employee from the front-line to the back office needs to clearly understand what a great experience looks like

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