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By Gavin James on January 10th, 2012
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 the tools [...] January 10th, 2012 | Tags: Brand, Customer Experience, Data Analytics, Social Media | Category: Customer Experience, Data Analytics, Social Media | 2 comments
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 [...] 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
By Gavin James on November 9th, 2011
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 social media [...] November 9th, 2011 | Tags: Brand, Customer Experience, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments
By Dana Roytenberg on September 29th, 2011
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
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 predictions [...] June 6th, 2011 | Tags: Customer Listening, Data Analytics, Predictive Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | 2 comments
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 [...] May 19th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | Leave a comment
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 [...] May 17th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics | One comment
By Gavin James on May 13th, 2011
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 how [...] May 13th, 2011 | Tags: Customer Communications, Data Analytics, Social Media, Voice of the Customer | Category: Communications, Customer Experience, Data Analytics | Leave a comment
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 [...] May 11th, 2011 | Tags: Customer Listening, Data Analytics, Social Media, Text Mining | Category: Customer Experience, Data Analytics, Social Media | One comment
By Steve Ramirez on March 28th, 2011
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:
March 28th, 2011 | Tags: Data Analytics, Text Mining, Voice of the Customer | Category: Customer Experience, Data Analytics | One comment
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