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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 Shaw Taylor on December 21st, 2011
Where we are in 2011 Social media is providing retail banking with a highly valuable opportunity as millions of consumers are engaging on numerous public forums. Ponder these stats for a moment: 1,000,000+ RSVPs in 2011 for events promoted through LinkedIn, a professional social network. (Source: LinkedIn) December 21st, 2011 | Tags: Customer Experience, Social Media | Category: 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 Gavin James on October 17th, 2011
As YouTube™ has gained overwhelming popularity as a video sharing platform for consumers, businesses have been quick to recognize the marketing potential. Reaching nearly 500 million users worldwide each month in 2011, YouTube now sees over 3 billion page views per day on their site alone; with hundreds of millions more videos watched on mobile [...] October 17th, 2011 | Tags: Brand, Social Media | Category: Best Practices, Customer Experience, Social Media | Leave a comment
By Shaw Taylor on October 17th, 2011
With over 800 million users as of October 2011, Facebook® has become one of the most powerful business tools for reaching new customers and building relationships. More than two billion posts are “liked” and commented on each day, and the average user –strongest in the 18-44 age group– connects to up to 80 community pages, [...] October 17th, 2011 | Tags: Brand, Social Media | Category: Best Practices, Customer Experience, Social Media | Leave a comment
By Shaw Taylor on October 14th, 2011
Retail banking is now witnessing a change similar to when banks began embracing the Internet in the 1990s. Back then, banks actively pursued the opportunity but their efforts lagged that of other industries and consumer demand. Fast-forward to 2011, where social media is providing retail banking with a similar opportunity; some 750 million consumers spend nearly [...] October 14th, 2011 | Tags: Brand, Customer Communications, Social Media | Category: Best Practices, Communications, Customer Experience, Social Media | Leave a comment
By Gavin James on October 5th, 2011
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. That’s why you need to sharpen your focus on how people react to your business. Timely and effective communications can help you manage negative sentiment, rebuild trust, and promote loyalty. If customers voice disgruntled opinions in [...] October 5th, 2011 | Tags: Brand, Customer Communications, Customer Listening, Problem Resolution, Social Media, Voice of the Customer | Category: Best Practices, Communications, Customer Experience | One comment
By Brandon Purcell on October 3rd, 2011
For the past 35 years, JP Morgan Chase has hosted the Corporate Challenge, a series of 3.5 mile footraces in cities across the globe. JP Morgan describes the event on its website as “a global celebration of corporate teamwork, camaraderie, and community giving.” So far this year, over 225,000 people have participated in the event, [...] October 3rd, 2011 | Tags: Brand, Social Media, Text Mining | Category: Best Practices, Communications, Data Analytics | One comment
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
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