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By Brandon Purcell on April 25th, 2012
3 comments
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 Gavin James on April 4th, 2012
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Just when you were getting used to Facebook, it’s changing… Yet with the new Timeline interface, financial institutions can leverage a number of new features to increase engagement with customers. Here are a few practical tips you can easily put into action. 1. Increase engagement for hot topics. With the new “Pin to Top” [...] April 4th, 2012 | Tags: Brand, Customer Experience, Social Media | Category: Best Practices, Customer Experience, Social Media | Leave a comment |Beyond the Arc Website By Steve Ramirez on March 27th, 2012
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There’s no doubt that Pinterest is an exciting new social media platform. With over 11 million unique visitors a month (and growing fast!), banks and credit unions are wondering if they should start to “pin”. Ron Shevlin, Senior Analyst with the Aite Group, sparked a great conversation on The Financial Brand blog. His article prompts [...] March 27th, 2012 | Tags: Brand, Social Media | Category: Social Media | 4 comments |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 Shaw Taylor on December 21st, 2011
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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) 81% of small businesses now use social media, [...] December 21st, 2011 | Tags: Customer Experience, Social Media | Category: 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 Gavin James on October 17th, 2011
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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 |Beyond the Arc Website By Shaw Taylor on October 17th, 2011
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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 |Beyond the Arc Website By Shaw Taylor on October 14th, 2011
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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 [...] October 14th, 2011 | Tags: Brand, Customer Communications, Social Media | Category: Best Practices, Communications, Customer Experience, Social Media | Leave a comment |Beyond the Arc Website |
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