Tag Archives: Customer Retention

The road ahead - predictions

CX in 2018: Top Customer Experience Predictions

Customer expectations are rapidly evolving. The pace of technology innovation is relentless. How will your business need to adapt or rethink the way you deliver customer experiences to stay competitive in the year ahead? Check out CX predictions from our Beyond the Arc team on what we expect to see in 2018… Companies will have

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Team spirit

Growing a customer-centric culture – 5 top strategies to build employee buy-in

To deliver the exceptional customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across the enterprise. Research often shows that customers are willing to pay more for great experiences, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to others.

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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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Grow your business by leveraging insights from public data

Effective marketing often relies on competitive analysis and consumer research to help identify unmet needs and craft targeted strategies. For Chief Marketing Officers in mortgage, publicly available public data compiled through the Home Mortgage Disclosure Act (HMDA) and U.S. Census Bureau can provide a powerful launch point for developing a deeper understanding of their markets

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Personas and Journey Maps: Strategic tools for improving customer experience

Co-author: Steven Ramirez In building a customer-centric business, personas and journey maps are important strategic tools that help provide an in-depth understanding of who your customers are, what they need, and how they interact with your company across all touch points. But more importantly, for sharing customer insights across the organization, these tools can be

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Use social data to identify and resolve customer complaints – CRM Evolution, New York

Event: CRM Evolution Conference 2014 Presentation: “How Social Data Analytics Can Identify and Resolve Customer Complaints” Case Studies: Capital One, SallieMae, Ocwen, Experian Speaker: Steven Ramirez, CEO, Beyond the Arc, Inc. Date: Tuesday, August 19, 2014, 1:45-2:30 p.m. Eastern Time Register online Today’s consumers often take to social media to share their experiences with your

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Leveraging Predictive Analytics to improve customer experience – PAW Chicago

Event: Predictive Analytics World, Chicago 2014 Presentation:  “Leveraging Predictive Analytics and Alternative Data Sources to Improve the Customer Experience” Case Studies: CFPB, Capital One, Citibank, Bank of America Speaker: Steven Ramirez, CEO, Beyond the Arc     Date:  Tuesday, June 17, 2014, 3:05 – 3:25 p.m. Eastern Time Register online > Using customer feedback to drive decisions is nothing

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2013: A busy year for the CFPB, an expensive year for banks

Since its creation in 2011, the Consumer Financial Protection Bureau has been busy establishing its jurisdiction and authority over financial services providers. In 2013, the agency continued to expand its impact, assessing almost $2.8 billion in fines and restitution. It continued to step up its oversight as well, with initiatives in two new areas –

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Mining the CFPB Complaint Database to Improve Your Customer Experience

Analytics Update Sallie Mae learns a hard lesson in the importance of data analytics. If they had been paying attention, they could have seen all their customer experience problems coming. In August 2013, Richard Cordray, head of the CFPB, announced that the agency was turning its gaze toward student loans.  So it was no surprise

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Predictive analytics is the new business intelligence

Business intelligence has always been a vital component in effective decision-making–but it’s now substantially smarter thanks to predictive analytics. Traditionally, to help solve business problems, organizations have targeted specific data and analyzed performance reports. Sure that works, but it focuses on the past and may provide only a limited view with limited value. With predictive

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