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By Brandon Purcell on April 25th, 2012
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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 [...] April 25th, 2012 | Tags: Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 3 comments |Beyond the Arc Website By Bruce Johnson on April 18th, 2012
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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 [...] April 18th, 2012 | Tags: Customer Experience, Data Analytics, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website By Gavin James on January 10th, 2012
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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 [...] January 10th, 2012 | Tags: Brand, Customer Experience, Data Analytics, Social Media | Category: Customer Experience, Data Analytics, Social Media | 2 comments |Beyond the Arc Website By Brandon Purcell on January 4th, 2012
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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 [...] January 4th, 2012 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics, Social Media | Leave a comment |Beyond the Arc Website By Gavin James on November 9th, 2011
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Co-author: Brandon Purcell Social media analytics of Twitter comments provide answers By now, you’ve probably heard of Bank Transfer Day, a grassroots movement launched on Facebook® by a disgruntled Bank of America customer. The event, which prompted people to move their accounts from “big banks” to community banks and credit unions, generated a groundswell of [...] November 9th, 2011 | Tags: Brand, Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 3 comments |Beyond the Arc Website By Dana Roytenberg on September 29th, 2011
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Customer segmentation enables companies to get more bang for their buck by directing marketing efforts to the most likely targets. Segmentation is a widely used technique in marketing, a way of dividing customers into groups based on their demographics, attitudes, buying behaviors, and other attributes. Using predictive analytics makes it an even more powerful tool [...] September 29th, 2011 | Tags: Data Analytics, Predictive Analytics, Social Media | Category: Data Analytics | One comment |Beyond the Arc Website By Bruce Johnson on June 6th, 2011
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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 [...] June 6th, 2011 | Tags: Customer Listening, Data Analytics, Predictive Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments |Beyond the Arc Website By Tony Pines on May 19th, 2011
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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 [...] May 19th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website By Shaw Taylor on May 17th, 2011
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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 [...] May 17th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | One comment |Beyond the Arc Website By Gavin James on May 13th, 2011
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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 [...] May 13th, 2011 | Tags: Customer Communications, Data Analytics, Social Media, Voice of the Customer | Category: Communications, Customer Experience, Data Analytics | Leave a comment |Beyond the Arc Website |
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