By Brandon Purcell on January 4th, 2012
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 [...]
By Gavin James on October 5th, 2011
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty.
If customers voice disgruntled opinions [...]
By Shaw Taylor on August 19th, 2011
As Twitter has taken the social media sphere by storm –over 300 million users and 1 billion pieces of content per day, as of May 2011— it’s no wonder that businesses around the globe are relying on this venue to communicate with customers. Despite strict regulations, even financial services organizations are jumping into the game, [...]
By Bruce Johnson on June 6th, 2011
To capture more value from social media, companies are moving from listening to engaging. Predictive analytics can help businesses plan strategic responses across a wide spectrum of customers to maximize the value of their social media interactions.
Using techniques from data mining and text mining, predictive analytics lets you look at historical patterns and make [...]
By Tony Pines on May 19th, 2011
Capturing data from unstructured sources such as open-ended surveys, phone and email support, and social media networks like Twitter and Facebook provides valuable opportunities for financial services organizations. This “voice” data offers direct, candid feedback from customers and prospects.
But how can you combine this unstructured data with traditional structured data to gain a more [...]
By Shaw Taylor on May 17th, 2011
Although “sentiment” has been tracked since the 1960’s to measure consumer confidence, automated sentiment analysis is only recently emerging as a compelling business tool for managing customer experience efforts. Sentiment analysis allows you to track both facts and opinions –such as customer transaction history as well as their comments on Twitter and Facebook– to more [...]
By Brandon Purcell on May 11th, 2011
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 [...]
By Shaw Taylor on March 23rd, 2011
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 [...]
By Nina Katz on February 28th, 2011
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 [...]
By Shaw Taylor on February 4th, 2011
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 [...]
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