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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: [...]
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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 [...]
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Recently, I read Right Now’s Customer Experience Impact Report 2010, and it brought home many of the observations Beyond the Arc has made during Voice of the Customer (VoC) engagements. The report reinforces our belief that capturing and analyzing feedback from customer touchpoints is an effective and relatively inexpensive way to understand how your customers [...]
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We recently asked our colleague Bruce Johnson, a data mining expert with over 20 years of experience in the field, if having a data warehouse is a prerequisite to data mining. We thought Bruce’s answer was pragmatic, and wanted to share it: “A central repository is not a prerequisite to data mining. The [...]
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Are you taking too narrow a view of your customer data? Nothing is more critical to strategizing and executing an effective Voice of the Customer (VoC) program than looking at the “big picture.“ As an example, our financial services clients gather massive amounts of data from customer transactions and mine it for insights about what [...]
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The reason that Voice of the Customer (VoC) programs exist is to monitor the customer experience and identify problems that it makes sense for the business to resolve. Let me be more specific. An effective VoC program will likely uncover—and must address in one way or another—several categories of feedback from customers: 1. Complaints – [...]
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It’s no surprise that consumer-facing businesses with strong customer experience programs generate staggering amounts of data across a variety of touch-points. Consider a retail bank, for example. Customers visit a branch, bank online, call customer service, and communicate with bankers by email on a daily basis. We believe that this avalanche of data can—and should—be [...] |
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