Tag Archives: Problem Resolution

Upset customer contact

Resolve customer issues the first time around with a Voice of the Customer program

How many times should a customer have to call or email to address a concern? Leaders in customer experience have increased their focus on first contact resolution (FCR). This means addressing customer concerns in the initial interaction—including any “warm handoffs” (a transfer to another department with the agent still on the phone). Beyond the Arc

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Snowball effect

Crisis communications from a customer-centric perspective

An essential part of protecting your company’s reputation is being prepared with crisis management communications that effectively support your customers. Too often, this mission-critical messaging focuses inward, asking, “What do we want people to know?” But when your customers are negatively impacted, you need to view the crisis from their perspective. Reframe the conversation to

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A multi-million dollar growth spurt as the CFPB turns 3

Last week, the Consumer Financial Protection Bureau (CFPB) turned 3 years old.  When the CFPB launched in July 2011, it wasn’t clear what power this regulatory progeny of the Dodd Frank Act would wield.  Today, there is no doubt about the agency’s authority.  With 9 products in its ever-increasing purview, the CFPB now hosts over

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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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Unlock the power of predictive analytics – PAW Toronto

Event: Predictive Analytics Word, Toronto 2014 Presentation:  “Data, Data Everywhere: Leveraging Predictive Analytics to Unlock Consumer Concerns and Eliminate Dissatisfaction” Case Studies: Capital One/Bank of America Speaker: Steven Ramirez, CEO, Beyond the Arc     Date:  Thursday, May 15, 2014, 11:20 a.m. – 12:05 p.m. Register online > Learn what customers really want. Meet and exceed those expectations. Bring

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Leveraging regulatory data to improve customer experience

We’re in the “Age of the Customer” –which means increasing challenges to meet evolving consumer demands, resolve problems rapidly, and comply with a changing regulatory environment. Customer experience is more important than ever to compete effectively and win business. In a recent article published by DataInformed, Beyond the Arc CEO Steven Ramirez highlighted how companies

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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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IBM SPSS Modeler Workshop: Increase Business Value with Predictive Analytics

Want to gain insights to drive greater market share, increase customer retention, and reduce risk? Predictive analytics can get you there – learn about it in our free hands-on IBM SPSS Modeler Workshop on March 5, 2014. Take advantage of this opportunity to get: Experience using the intuitive SPSS software, including expert nodes for experienced

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2013 analysis: Top 5 financial institutions with the most CFPB complaints (Infographic)

As part of Beyond the Arc’s ongoing analysis of the Consumer Financial Protection Bureau (CFPB) customer complaint database, we’ve recapped 2013 in an upcoming report. Last year saw many leading financial institutions learn costly lessons from the CFPB, and there may be more ahead as the agency closely monitors an increasing array of key product

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CFPB: Student loan complaints concentrated on the East Coast

CFPB Data Analysis Update With the expansion of the Consumer Financial Protection Bureau’s (CFPB) complaint database, companies are now able to examine consumer complaints for seven different product areas, including student loans. In the CFPB’s 2013 mid-year summary of student loans, they analyzed about 2,000 student loan complaints filed between October 2012 and March 2013.

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